• Provide Tier 1 & 2 support for UJMS • Utilize ITSM tool to create or track issues/requests • Provide timely updates to tickets • Perform remote troubleshooting • Determine the best solution based on the issue and details provided by user • Properly escalate unresolved queries to the next level of support • Ensure proper recording, documentation, and closure for each issue • Follow up with users, provide feedback and see problems through to resolution • Preserve and grow the knowledge base for supported applications • Review and provide recommendations regarding application instructional or procedural documentation • Provide application support and system administration support services to include management of hardware, operating systems, databases, and software applications • Conduct IT application and security management activities

• Design, implement, and operate cloud infrastructure in AWS • Manage and optimize Kubernetes (EKS) and Docker-based container environments • Build and maintain scalable, resilient, and secure cloud architectures • Implement and enhance monitoring and observability solutions (e.g., DataDog or similar) • Automate infrastructure and operational processes (Infrastructure as Code, scripting) • Ensure high availability, performance, and security of our systems • Troubleshoot incidents and continuously improve platform reliability • Collaborate closely with development and operational support teams

• Lead business and technical architectural decision-making for critical business processes and systems, ensuring scalable and sustainable solutions. • Lead strategic initiatives to revamp and improve the end-to-end user experience for internal and external stakeholders. • Serve as a product-owner-style partner, eliciting business-level requirements, articulating system vision with wireframes, process diagrams, etc as needed, collaborating with technical resources to design, build, test, and launch solutions. • Collaborate with cross-functional teams to identify, design, and implement technology solutions that support business strategy. • Analyze business processes to identify opportunities for strategic improvements and operational efficiency. • Develop and maintain documentation for systems architecture, workflows, and design decisions for both technical and business audiences. • Coordinate with vendors and internal technology teams to ensure alignment on system functionality, enhancements, and support. • Apply data analysis and metrics to inform strategic decisions, measure impact, and drive continuous improvement. • Communicate effectively with stakeholders, leveraging meetings, documentation, and digital collaboration tools. • Lead other initiatives and strategic projects as assigned.

• Lead MBSE practices and system requirements development • Architect resilient edge-to-cloud telemetry systems • Define real-time processing patterns and low-latency ingestion • Integrate cybersecurity controls and Zero Trust architecture • Lead verification/validation strategy and readiness assessments • Produce architecture artifacts and conduct design reviews