Monitoring Manager at Computer World Services (CWS)Corporation in Bethesda, Maryland

Job Description:

Job Description

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the Monitoring Manager for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project. CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner. The 24x7x365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services. Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications. The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports.

The Monitoring Manager will oversee the efficient operation and maintenance of the monitoring platform, ensuring high availability and responsiveness to customer needs. They will manage a team responsible for managing, optimizing, and expanding the existing monitoring tools while adhering to government-approved processes and security standards. Additionally, the Monitoring Manager will coordinate with internal IT departments and stakeholders to address service requests, incidents, and optimize monitoring configurations. This role requires a strong understanding of monitoring tools, ITIL processes, and cloud services.

The Monitoring Manager role is a critical position within the organization, responsible for ensuring the stability, efficiency, and security of the monitoring platform. The successful candidate will lead a team of monitoring specialists and collaborate closely with internal stakeholders to meet customer requirements and deliver high-quality monitoring services.

Key Tasks and Responsibilities

Maintenance and Optimization of Existing Tools:

* Ensure timely processing of upgrades and patches for all monitoring platform software.

* Propose and implement configuration changes to improve monitoring capability.

* Develop technical solutions to address new or emerging requirements.

* Implement approved changes while adhering to CIT change and release management processes.

Implementation of New Tools:

* Integrate new tools into the existing system, following government guidelines.

* Ensure compliance with licensing agreements and maintain new tools according to established standards.

Respond to Monitoring Service Requests:

* Process monitoring service requests (SRs) in accordance with established procedures.

* Participate in meetings to explain CIT monitoring capabilities and provide recommendations to NIH teams.

* Address break/fix SRs, collaborating with vendors as necessary to ensure proper tool operation.

Monitoring Platform Incident and Operational Management:

* Establish and maintain IT service alerting thresholds.

* Manage and resolve monitoring-related incidents within defined SLAs.

* Identify and address monitoring gaps to prevent critical incidents.

* Support audit and remediation activities as required by the Government.

Develop Service Area Monitoring and Dashboards:

* Establish new monitoring requirements and implement them using appropriate tools.

* Create dashboards to display system health, license utilization, and metrics as requested.

Cloud Monitoring and Synthetic Transactions:

* Support monitoring of CIT Cloud Services (e.g., Azure, AWS, Google).

* Develop synthetic transactions to establish baseline performance and predict service interruptions.

Configuration Management and Documentation:

* Maintain and update the Configuration Management System (CMS) through monitoring tools.

* Create and maintain documentation for the operation of the monitoring platform.

Security and Disaster Recovery Planning:

* Review and improve the security posture of the monitoring platform.

* Develop and maintain disaster recovery plans and conduct annual tests.

Education & General Experience

* Bachelor's degree in Computer Science, Information Technology, or related field.

* Minimum of 5 years of experience in managing enterprise monitoring platforms.

* Proficiency in Microsoft System Center Operations Manager (SCOM), SiteScope, and Science Logic 1 (SL1).

* Experience with xMatters/Everbridge notification systems.

* Strong understanding of ITIL processes (e.g., Problem Management, Change Management).

* Experience with cloud services (Azure, AWS, Google) and synthetic transactions.

* Excellent communication and leadership skills.

* Candidate must have experience in managing an applications development team.

* Experience with Problem and Change management processes.

* Knowledge of incident management process.

* Experience using Service Now to manage and implement tools and tool configuration changes.

Preferred Qualifications:

* Certification in relevant monitoring tools (e.g., SCOM, SL1).

* Familiarity with ServiceNow ticketing system.

Certifications

* ITIL 4 Certification (Preferred)

Security Clearance

* Public Trust Moderate (Tier 2)

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

* May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.

* May require lifting and carrying heavy equipment.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at