Technical Manager - Security

Location: Boston, MA — Hybrid (minimum 4 business days/month on-site; must be able to report on-site with little or no notice; reasonable proximity required; no travel reimbursement)

SPECIFIC DUTIES
- Manage and support the overall configuration of each environment in coordination with SI and Vendor, including: user access status; data status; solution functional configuration (high level); integration solution status; monitoring SI and product vendor operational protocols and mitigation of identified issues; manage timing and procedures for software upgrades and configuration updates; monitor performance of the infrastructure hosting solution; oversee Service Level Agreement (SLA) metrics for SaaS operations and support/maintenance services.
- Manage and support the detail configuration of each environment aligned with program business, testing, and technical needs: functions-specific configuration and version; batch jobs supporting daily and other timing requirements; assisting in management of end user security; support on-going and new configuration tasks.
- Design and implement a cross-system monitoring solution, including Cloud SaaS vendor, legacy on-premises vendor solutions, EOTSS responsible services, and other tasks supporting the management of the end state business solution.
- Work with Commonwealth and BEST teams to implement, monitor status, and operational performance of connected Commonwealth integrated "touch points" appropriate for each environment, including: CIW (data warehouse), Single Sign-On (SSO), Mobius (reporting), Time Reporting System(s), PrintShop, MOVEit (file sharing tool); oversee and align typical operational support tasks such as data backups, application and network performance monitoring, and data.
- Provide regular written communications on: reporting environment status; coordination issues with CMW touchpoints, SI, product vendor, agencies, or others; regular status updates and status reports on the condition of each environment and its future plans.
- Ensure quality and effectiveness of operational documentation.
- Assist all phases and cycles of testing, including end-to-end testing, user acceptance testing, payroll parallel testing, and pre go-live operational solution testing.
- Assist execution of "tabletop" operational reviews of end-to-end go-live operational processes.
- Oversee on-going systems training for system administrators and operational support staff.
- Define protocols and tools to troubleshoot the system to maintain operational integrity and security.
- Coordinate efforts with SI and product vendor for upgrades and routine maintenance.
- Manage, oversee, and communicate the data refreshes into the various environments.
- Participate in the BEST Program Maintenance and Operations Workstream to enable the future state operational solution, including: advise on operational processes for business and IT; identify gaps in future state on-going operations; define regular/monthly maintenance functions; align CMW managed components with Workday solution; recommend procedures and organizational structures for day-to-day running of the new HR/Payroll solution; align with SI, product vendor and Commonwealth on roles and responsibilities for on-going systems maintenance, upgrades, defect fixes, and SLA reporting; recommend procedures and tools for SLA compliance, troubleshooting, patches, and escalations; recommend procedures for managing future upgrades; support program technical workstreams (data conversion, integration, security, data oversight); work with the BEST Risk and Compliance Lead on vendor data security monitoring procedures; align with CTR, BEST, and EOTSS on disaster recovery testing and documentation; work with the BEST Risk and Compliance Lead on end user security provisioning procedures and compliance requirements; participate in generating detailed operational procedures across multiple delivery partner environments and teams.

REQUIRED SKILLS
- Experience in technical configurations, technologies, and processing environments in one or more projects of similar size and complexity to BEST
- Experience with system administration and monitoring for various application platforms, particularly SaaS delivery models
- Demonstrated experience leading root-cause analysis (RCA) document creation and working with other administrators or integration developers to drive resolution
- Experience with all phases of large program system implementation, including requirements definition; testing: unit, system, integration, parallel, user acceptance; go-live conversion; and post go-live ongoing operations
- Experience with LAN/WAN/VPN and remote network technologies and protocols (such as TCP/IP, HTTP, FTP, Ethernet), routers, hubs, and servers
- Experience learning new technologies and vendor solutions and applying past experience to understand complexity and potential risks quickly
- Excellent customer service attitude
- Demonstrated written and verbal communication and interpersonal skills
- Experience with Agile based operations
- Demonstrated ability to work across multiple operational delivery partners and ensure quality and compliance to enable a business solution
- Demonstrated experience working in a 24x7 operational environment and business solution

MINIMUM ENTRANCE REQUIREMENTS
- Bachelor's degree in computer science, system analysis or a related study, or equivalent experience
- Minimum of seven years of overall IT experience
- Minimum of at least one large application migration project
- Minimum of three years of experience in operations architecture or definition role