• Lead teams responsible for Application Performance Monitoring (APM), observability, and “eyes on glass” 24/7 monitoring functions. • Ensure proactive detection of service degradation and performance anomalies. • Drive adoption of modern monitoring tools, dashboards, and alerting frameworks. • Oversee the major incident process, ensuring rapid triage, escalation, communication, and resolution. • Serve as the escalation point for Critical/High incidents and coordinate cross-functional response. • Conduct post-incident reviews and ensure corrective actions are implemented. • Manage sustainment of critical integrations, ensuring reliability, version alignment, and lifecycle management. • Partner with engineering teams to ensure smooth handoffs from project delivery to steady-state operations. • Maintain documentation, runbooks, and operational readiness standards. • Track and improve KPIs such as MTTR, service availability, alert fidelity, and incident volume trends. • Identify systemic issues and drive continuous improvement initiatives across operations. • Ensure alignment with ITIL processes, especially incident, problem, and change management. • Lead, mentor, and develop a team of analysts, engineers, and incident managers. • Foster a culture of accountability, collaboration, and operational discipline. • Build succession plans, training programs, and career pathways for operational staff. • Partner with other ESOM teams to ensure end-to-end service reliability. • Work closely with the PMO on readiness for new services, innovation pilots, and portfolio changes. • Provide clear, concise communication to leadership during incidents and operational reviews.

• Evaluate existing internal processes and help improve or streamline them for efficiency, clarity, and alignment. • Assist in creating or documenting new procedures and their playbooks for internal workflows and collaboration. • Conduct targeted research and analysis to support decision-making on systems, tools, and operational improvements. • Draft and coordinate internal communications, including FEE’s monthly all-staff newsletter. • Monitor and support internal culture initiatives, such as LinkedIn posts and recruitment storytelling efforts. • Organize digital files, documents, and systems to ensure ease of access and consistent formatting. • Support the internship program through administrative tasks, including data management, intern communications, and general coordination. • Provide general operational support on cross-departmental projects as needed.

• Facilitate and oversee course administration taskings for over 900 students each month, supporting an average of 4,500 student registration and course administrative actions in CSOD or via email. • Candidates must be proficient or willing to learn the following Cornerstone OnDemand (CSOD) functions, including student registration requests, student holds, waitlist inquiries, prerequisite requirements, roster reconciliation, and graduation completions using manual processes in tandem with BOT assistance designed for our operational environment. Additional responsibilities include course material distribution, processing completion data for retroactive courses in CSOD, records & retention procedures using SharePoint, and shared mailbox triage. • Be proficient or willing to learn back-end administration of CSOD, which may include creating or cancelling “Events” (e.g., event IDs, course descriptions) and “Sessions” (e.g., dates, times, seat quotes). • Create and send mass “Login Information” and “Final Roster” communications to the Acquisition Workforce (AWF) in collaboration with the HSAI Training Operations Manager, Contracting Officer’s Representative (COR), and the HSAI contracting team using Microsoft Outlook Templates. • Understand the basics of Microsoft Teams, as it is the office’s virtual classroom platform; supporting courses under the HSAI Instructional Technologist may be required. • Have a working knowledge of Microsoft Teams, Outlook, Excel, Word, and SharePoint is essential to this role.

• Responsible for performing specialized maintenance and operation of mobile network systems. • Perform specialized-level maintenance and operation of network elements and services within scope. • Analyze and execute configuration requests (MOP), resolve medium- and high-complexity issues, and handle corrective tickets for network elements within scope. • Perform acceptance testing of new network elements and new services (ATP and PQR) — deploy, manage, and troubleshoot network devices in virtual environments. • Ensure, together with the monitoring team, the deployment and proper functioning of monitoring integrations. • Provide support and manage the deployment and activation of engineering projects. • Support the engineering team with occasional validations in the TIM Lab for solutions or equipment within the network scope. • Analyze and resolve failures related to configurations implemented and provide support for network faults detected in normal production. • Provide occasional support to the network monitoring team and the Innovation Labs area. • Work on-call and in emergency shifts according to the area schedule. • Execute scheduled activities within the maintenance window (between 22:00 and 07:00). • Develop scripts and processes for automation to increase efficiency and reduce task execution time.