Real-Time Operations Release & Service Delivery Lead

AEP Service Corporation; Salem (VA); On-site; USD 88,000 - 129,000; Full time

Job summary

American Electric Power is seeking a Real Time Operations Applications Support Specialist to manage the 24/7 support for ADMS, EMS, SCADA, and related Real-Time Systems across multiple control centers. The role emphasizes incident lifecycle ownership, change management, and vendor coordination to ensure platform reliability.

Ideal candidates have IT/OT administration and ServiceNow experience, with a strong focus on operational excellence, risk reduction, and continuous process improvement in

Qualifications

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

Responsibilities

• 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.
• 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.
• 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.

Skills

IT/OT System Administration

IT/OT Application Support

Cyber Security

Vendor management

Education

Bachelor’s degree in a related field

Associate’s degree in a related field + 2 years experience

High school diploma/GED + 4 years experience

Tools

ServiceNow

Job description

American Electric Power is seeking a Real Time Operations Applications Support Specialist to manage the 24/7 support for ADMS, EMS, SCADA, and related Real-Time Systems across multiple control centers. The role emphasizes incident lifecycle ownership, change management, and vendor coordination to ensure platform reliability.

Ideal candidates have IT/OT administration and ServiceNow experience, with a strong focus on operational excellence, risk reduction, and continuous process improvement in