Manager IT Support - Assistant Chief Engineer

Kaiser Permanente; Silver Spring, Northern (MD, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Kaiser Permanente in Silver Spring, MD seeks an Assistant Chief Engineer to provide senior technical and operational leadership for safe, reliable, and efficient operation of mission-critical data center facilities. The role supports 24x7 operations and oversees electrical, mechanical, controls, fire/life-safety, and building infrastructure systems.

You will guide facilities engineering personnel, support maintenance programs, capacity planning, reliability initiatives, and project execution

Qualifications

• Bachelor's degree in related field and at least 6 years IT support/operations experience.
• Minimum three years in a leadership role with IT or operations teams.
• Experience with data center facilities and mission-critical infrastructure preferred.

Responsibilities

• Directs service delivery for 1st–3rd level support across products and applications.
• Defines KPIs and oversees incident escalation and problem management.
• Ensures changes to production environment follow change control processes.
• Leads disaster recovery and business continuity planning and exercises.

Skills

Leadership

Communication

Problem Solving

Strategic Thinking

Decision Making

Education

Bachelor's degree in Computer Science, Engineering, or related field

Job description

Job Summary:

Assistant Chief Engineer provides senior technical and operational leadership for the safe, reliable, resilient, and efficient operation of mission-critical data center facilities. Supports 24x7 operations and oversees critical electrical, mechanical, controls, fire/life-safety, and building infrastructure systems. Provides technical direction to facilities engineering personnel and supports maintenance programs, emergency response, capacity planning, reliability initiatives, infrastructure projects, and operational readiness while collaborating with IT, Facilities, Construction, Security, Safety, contractors, and other stakeholders. Ensures maintenance and operations are properly planned, risk assessed, documented, and executed in compliance with KP policies, applicable codes and standards, manufacturer requirements, and data center best practices.

This position manages the service delivery process and outcomes for first, second, and third level support for products and applications. This includes defining key performance indicators and managing incident escalation. This role also manages troubleshooting efforts and recurring problems. In addition, this position reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.

Essential Responsibilities:

• Manages individuals and/or teams in designated work unit by translating business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.
• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; supporting execution of performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Manages recurring and escalated problems.
• Manages troubleshooting efforts to identify and rectify problems.
• Manages efforts to analyze and prioritize incoming requests and alerts.
• Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues.
• Follows and manages the development of standard operating procedures.
• Reviews and approves resolution proposal to prevent issue recurrence.
• Defines and manages key performance indicators (e.g., performance, availability, capacity)
• Promotes and ensures compliance in the use of a knowledge repository for technical support.
• Defines and manages procedures for incident escalation.
• Manages execution of disaster recovery, and business continuity processes and events.
• Manages after hours on call support.
• Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
• Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
• Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Constructive Feedback
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Leadership
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Strategic Thinking
• Team Building
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Acts with Compassion
• Business Planning
• Crisis Incident Management
• Customer Support Operations
• Demonstrating Personal Flexibility
• Getting Work Done Through Others
• Innovative Mindset
• Key Performance Indicators
• Managing Diverse Relationships
• Mentoring and Coaching
• Organizational Skills
• Prioritization
• Relationship Building
• Technical Communication

Minimum Qualifications:

• Minimum three (3) years in a leadership role working with IT or operational teams.
• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:

• Two (2) years of supervisory experience in facilities engineering, data center operations, mission-critical facilities, or a related environment.
• Two (2) years of experience working directly with senior leadership, including Director level and above.
• Two (2) years of experience in a mission-critical environment such as a data center, healthcare facility, telecommunications facility, financial services facility, semiconductor facility, or other high-availability operation.
• Experience operating or maintaining Tier III or Tier IV data center infrastructure.
• Experience with critical electrical systems including UPS systems, generators, switchgear, ATS, STS, transformers, and critical power distribution.
• Experience with mission-critical mechanical systems including chillers, cooling towers, chilled-water systems, pumps, CRAH/CRAC units, and building automation systems.
• Experience with commissioning and integrated systems testing of mission-critical infrastructure.
• Experience with Uptime Institute, NFPA, OSHA, ASHRAE, or other applicable mission-critical facility standards and practices.