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IT Infrastructure Support Manager



IT, Other Engineering, Customer Service
Multiple locations
Posted on Thursday, July 4, 2024
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities
Population, Refugees, and Migration (PRM) is the humanitarian bureau of the Department of State. PRM promotes U.S. interests by providing protection, easing suffering, and resolving the plight of persecuted and forcibly displaced people around the world. These individuals include refugees, migrants, stateless individuals, internally displaced persons (IDPs), and more. PRM does this by coordinating humanitarian policy and diplomacy, providing life-sustaining assistance, working with multilateral organizations to build global partnerships, and promoting best practices in humanitarian response.

An integral component of U.S. humanitarian policy is the U.S. Refugee Admissions Program (USRAP), which is primarily implemented via PRMs refugee case processing system called START. PRM also engages with other USRAP partners systems, as needed, to support refugee processing and resettlement. Individuals outside the United States seeking admission as a refugee under Section 207 of the Immigration and Nationality Act (INA) are processed through the USRAP, which is managed by the Department of State in cooperation with the Department of Homeland Security (DHS) and the Department of Health and Human Services (HHS). Those admitted as refugees are eligible for USG-funded resettlement assistance.
The USRAP reflects the United States highest values and aspirations to compassion, generosity, and leadership. Since 1975, the United States has welcomed over 3 million refugees from all over the world. Refugees have built new lives, homes, and communities in towns and cities across all 50 states. On an annual basis, the President, in consultation with Congress, determines an annual limit for admitting the total number of refugees into the United States.

The USRAP is a multi-stage process requiring a refugee applicant to undergo case referral/initiation, prescreening interview, DHS U.S. Citizenship and Immigration Services (USCIS) interview and adjudication, security checks, and medical examination. For refugee applicants approved for admission to the United States, next steps include domestic resettlement partner placement, cultural orientation, and travel to the United States.

• Supports the PM and DPM in executing the Refugee Processing Center (RPC) project.

• Maintains a strategic enterprise partner relationship with the RPC leadership.

• Apprises the RPC leadership of all significant IT operations and application development issues

in a timely manner.

• Oversee and manage the IT Infrastructure team ensuring optimal performance and delivery.

This includes training, mentoring, and leading the team, managing workloads and allocating

resources effectively.

• Ensure the stability, integrity, and efficient operation of the information systems and design

infrastructure architecture that support core organizational functions.

• Manage and maintain both on-premises and cloud-based IT infrastructure, including servers,

storage, network, and related technology tools.

• Work to support operational excellence and institute an IT systems management framework

across a multi-disciplinary team.

• Provide guidance to technical staff and be responsible for the development of project plans,

schedules, and spend plans for technical related activities.

• Work with technical staff to develop operational efficiencies through automation, continuous

improvement, and keeping pace with current technology trends.

• Develop and implement IT policies and procedures, including those for architecture, security,

disaster recovery, standards, purchasing, and service provision.

• Collaborate with the information security team to ensure that infrastructure security controls

are implemented and effective.

• Coordinate and manage infrastructure related projects, ensuring effective communication,

stakeholder management, and successful project delivery.

• Drive effective teamwork, communication, collaboration, and commitment across multiple

disparate groups with competing priorities.

• Attends customer meetings and serves as primary client liaison for technical based solutions.

• Interacts with vendors, other agencies, and other client staff on behalf of the client.

• Maintains current knowledge of relevant technology as assigned.

• Participates in special projects as required.

Must be located in the Washington, DC Metro Area
Secret clearance required

Required Technical and Professional Expertise

• Secret Clearance

• Bachelor’s Degree in a related business or technical discipline, or the equivalent combination of

education, technical training, or work experience.

• Professional certification (PMP) or ITIL Expert is required.

• Minimum of twelve (12) years of professional experience supporting, managing, and configuring

enterprise-wide complex IT projects, hands-on experience with hybrid environments (on-

premises and cloud platform) and a minimum of three (3) years supervisory experience

managing large diverse project teams including hiring, training, evaluating performance, and

dealing with performance issues.

• 10+ years of experience in the IT infrastructure services or development field.

• 5+ years of experience leading IT teams of 3 or more individuals.

• 2-5 years of experience in a cloud environment.

• Ability to lead projects using the Scrum/Agile framework.

• Understanding of cloud services including AWS, Azure, and private cloud.

• Demonstrated experience leading teams, able to motivate and engage with a distributed team.

• Excellent written, oral, and interpersonal communication skills, with a strong emphasis on cross-

departmental collaboration.

Preferred Technical and Professional Expertise

  • Federal Experience / Department of State
  • Certification in Cloud technology focus on AWS