• Lead end-to-end delivery of complex IT projects, programs, and operational workstreams within the energy efficiency and utility sectors. • Establish operational objectives, work plans, delivery priorities, staffing plans, and performance expectations for project teams. • Provide leadership to managers, business analysts, technologists, vendors, subcontractors, and cross-functional teams responsible for technology delivery. • Own project and portfolio execution across scope, schedule, budget, risk, quality, communications, change control, and stakeholder management. • Serve as a senior escalation point for complex delivery issues, competing priorities, client concerns, vendor challenges, and cross-functional dependencies. • Develop methods, techniques, metrics, and evaluation criteria to measure project performance, team effectiveness, risk exposure, and delivery outcomes. • Partner with client stakeholders, ICF leadership, subject matter experts, and delivery teams to define business needs, shape expectations, and drive technology-enabled solutions. • Influence decision-making across functional areas, client teams, vendors, and internal leadership to achieve program and business objectives. • Identify project risks, financial risks, operational risks, and delivery barriers. • Develop mitigation strategies and response plans. • Provide strategic direction on IT governance, system documentation, requirements management, testing, implementation planning, release readiness, and post-launch stabilization. • Lead continuous improvement efforts that strengthen delivery processes, increase operational efficiency, improve quality, and reduce delivery risk. • Support business growth by identifying opportunities to expand ICF’s capabilities, improve client service, strengthen delivery models, and support proposal or contract-related activities as needed. • Proactively escalate risks, ensure project budgets are being tracked and monitored. • Assist in the preparation of proposal content and pricing. • Assist IT Director in developing accurate projections of revenue forecasts, estimated profitability, and estimated margins. • Manage a team of analysts with responsibilities over employee development, retention, and onboarding. • Assist the IT Director in hiring and training new team members. • Identify opportunities for expanded work with existing clients as well as cross selling opportunities. • Mentor, coach, and develop team members, including managers, senior analysts, and individual contributors, to support professional growth and expanded responsibilities. • Foster an inclusive, collaborative, accountable, and high-performing team culture. • Present project status, risks, decisions, recommendations, and performance updates to client stakeholders, ICF leadership, vendors, and cross-functional teams.

• Serve as the first point of contact for employee support requests, providing friendly and timely Tier I and Tier II assistance via our JIRA ticketing system. • Troubleshoot and resolve common issues across Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and other SaaS applications. • Set up and manage user accounts, including provisioning, password resets, and access requests. • Escalate complex issues to senior team members with clear documentation of the problem and steps already taken. • Track, prioritize, and follow up on tickets to ensure issues are resolved and users are kept informed. • Assist with onboarding and offboarding tasks, such as account creation, software setup, access removal, and device management. • Document common issues and solutions to help build out our internal knowledge base. • Stay curious — research solutions independently and grow your technical skills over time.

• Architect end-to-end Generative AI systems by operationalizing the 7-layer AI architecture (Data Sources, Preprocessing, Model Selection, Orchestration, Inference, Integration, and Application). • Evaluate and select cutting-edge commercial (e.g., GPT-4) and open-source models, and fine-tune models for domain-specific use cases. • Establish LLMOps standards for model versioning and CI/CD. Implement foundational observability (OBS) layers using tools like Datadog, Splunk, or Prometheus to monitor system health, API latency, and basic application metrics. • Integrate AI solutions with existing APIs while enforcing core data protection measures, including Role-Based Access Control (RBAC), data encryption in transit, and basic PII (Personally Identifiable Information) masking to manage hallucinations and adversarial attacks. • Collaborate with stakeholders to map business challenges to AI solutions and establish AI governance frameworks. • Act as the primary onshore technical liaison, facilitating client workshops, requirements gathering, and translating business pain points into technical AI blueprints.

• Resolve errors and malfunctions efficiently and routinely via remote access • Prioritize, classify, and document incidents clearly in our ticketing system • Escalate tickets to the appropriate support teams when issues cannot be resolved • Manage and monitor tickets in accordance with service level agreements (SLAs) • Share knowledge and maintain documentation in the knowledge base