Deployment & Release Management Coordinator- OT applications

American Electric Power; New Albany (OH); On-site; USD 88,000 - 129,000; Full time

Job summary

American Electric Power in the United States is seeking a Real Time Operations Applications Support Specialist to provide 24/7 support for ADMS, EMS, SCADA across multiple control centers. You will coordinate patching, releases, tests, and maintenance while tracking incidents and changes in ServiceNow.

This role requires strong organizational skills, vendor management, and the ability to drive continuous improvement for mission-critical real-time applications in a large utility environment.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Experience with ITSM, release management, and ServiceNow.
• Strong coordination of incidents, problems, changes, and releases.

Responsibilities

• Serve as primary coordinator for EMS, SCADA, ADMS, and Real-Time Systems.
• Own lifecycle of incidents, problems, changes, service requests, and enhancements.
• Lead daily issue triage and coordinate between teams and vendors.
• Manage vendor support relationships and SLA tracking.
• Coordinate software releases, patches, and platform upgrades.
• Maintain release calendars and lifecycle plans.
• Facilitate change management planning and post-implementation reviews.
• Track operational metrics and report on service health.
• Coordinate RCA activities and ensure corrective actions.
• Develop runbooks, procedures, and platform ownership records.
• Monitor vendor releases, end-of-support dates, and security advisories.

Skills

ITSM knowledge

ServiceNow

Incident/Problem/Change management

Vendor management

Release management

Education

Bachelor's degree

Associate's degree + 2 years

High school diploma + 4 years

Tools

ServiceNow

Job description

Job Posting End Date

10-30-2026

Please note the job posting will close on the day before the posting end date.

Job Summary

The Real Time Operations Applications Support Specialist establishes a foundational understanding of the technologies and processes essential for the development and support of Operational Technology (OT) real-time tools and systems. Responsibilities include providing 24/7 application support for Advanced Distribution Management Systems (ADMS), Energy Management Systems (EMS), and Supervisory Control & Data Acquisition (SCADA) systems, which support four Transmission and seven Distribution Control Centers across 11 states.

Key responsibilities include coordinating patching, software releases, failover testing, maintenance activities, and application lifecycle initiatives supporting Real-Time Systems platforms. The role is responsible for driving operational readiness, managing vendor relationships, coordinating cross-functional support activities, and ensuring incidents, problems, changes, and enhancement requests are effectively tracked through resolution. Additionally, the position will maintain governance processes, support ServiceNow ITSM workflows, develop operational procedures and support documentation, and provide visibility into platform health, risks, and service performance. Success in this role requires strong organizational skills, stakeholder management, customer focus, adaptability, and a continuous improvement mindset to ensure reliable and efficient operation of business-critical real-time applications.

Job Description

What you’ll do:

Real-Time Applications Service Delivery Analyst / Service Owner

• Serve as the primary coordinator for operational support activities across EMS, SCADA, ADMS, Historian, and related Real-Time Systems applications.
• Own the lifecycle of ServiceNow incidents, problems, changes, service requests, and enhancement requests, ensuring timely assignment, prioritization, escalation, and resolution.
• Lead daily issue triage efforts and coordinate activities among application support teams, infrastructure teams, cybersecurity, vendors, and business stakeholders.
• Manage vendor support relationships, including ticket tracking, escalation management, defect follow-up, SLA monitoring, and resolution accountability.
• Coordinate software releases, hotfix deployments, platform upgrades, and maintenance activities across Real-Time Systems environments.
• Maintain application release calendars, patch roadmaps, upgrade schedules, and lifecycle management plans for supported platforms.
• Facilitate change management activities, including implementation planning, risk assessments, stakeholder communications, approvals, and post-implementation reviews.
• Track and report operational metrics, including incident trends, problem management activities, vendor performance, release readiness, backlog status, and service health indicators.
• Coordinate root cause analysis (RCA) activities following major incidents and ensure corrective and preventive actions are tracked through completion.
• Partner with technical engineering teams to ensure operational readiness for new applications, enhancements, upgrades, and infrastructure changes.
• Develop and maintain operational runbooks, support procedures, service documentation, knowledge articles, and platform ownership records.
• Monitor platform lifecycle events, vendor release notifications, end-of-support dates, security advisories, and technology refresh requirements.
• Facilitate recurring operational review meetings and provide status reporting to leadership, stakeholders, and support teams.
• Coordinate application maintenance windows, outage planning, and implementation schedules to minimize operational risk and business disruption.
• Drive continuous improvement initiatives focused on support processes, service quality, operational efficiency, and platform reliability.
• Participate in major incident response activities and serve as the coordination lead for communication, tracking, and stakeholder engagement.

What we’re looking for:

Note: This position is posted at multiple grade levels and offers a range of opportunities for advancement. The minimum qualifications outlined below apply to the Specialist level, with increased educational, skill or experience requirements for higher level roles.

Real Time Operations Applications Support Specialist SG7

Education & Experience

• Bachelor’s degree in a related field
• Or Associate’s degree in a related field with 2 years of relevant experience
• Or High school diploma/GED with 4 years of relevant experience
• Related Fields for Education and Experience:
• IT/OT System Administration
• IT/OT Application Support
• Cyber Security
• ADMS/DMA/EMS/OMS/SCADA

Real Time Operations Applications Support Specialist Senior SG8

Education and Experience:

• Bachelor’s degree in a related field with 2 years of relevant experience
• Or Associate’s degree in a related field with 4 years of relevant experience
• Or High school diploma/GED with 6 years of relevant experience

Note: Professional certifications (such as A+, Network+, CCNA, CCNP, Cyber Security+, Security+, and CCSP) may be accepted as substitutes for a portion of the required experience.

In addition:

• ITSM/Release Management/ServiceNow knowledge
• Overtime, on-call assignments, and occasional travel may be required.
• Experience serving as a Service Owner, Service Delivery Manager, Technical Program Manager (TPM), Business Systems Analyst (BSA), or similar operational role supporting enterprise applications.
• Demonstrated success managing ServiceNow Incident, Problem, Change, Release, and Request Management processes.
• Experience coordinating software releases, patch deployments, failover exercises, disaster recovery testing, and platform maintenance activities in a production environment.
• Proven ability to drive issue resolution and accountability across multiple teams, including vendors, infrastructure, cybersecurity, and business stakeholders.
• Experience supporting mission-critical or 24x7 operational environments such as EMS, SCADA, ADMS, OMS, ICCP, Historian, industrial control systems, or critical infrastructure applications.
• Strong vendor management experience, including escalation management, SLA tracking, operational reviews, and delivery oversight.
• Experience developing operational dashboards, KPI reporting, executive status updates, and service health metrics.
• Familiarity with ITIL service management practices and continuous service improvement methodologies.
• Experience leading root cause analysis (RCA) efforts and driving corrective actions through completion.
• Knowledge of utility operations, electric transmission, distribution systems, NERC CIP, or Operational Technology (OT) environments.

In addition to competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees .

Where Putting the Customer First Powers Everything We Do

At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you’re passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

American Electric Power (On-Site)

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Compensation Data

Compensation Grade:

SP20-007

Compensation Range:

$87,633.00 - $128,688.00

The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.