Real-Time Operations Service Delivery Lead

American Electric Power; New Albany (OH); Presencial; USD 88.000 - 129.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

ITSM knowledge

ServiceNow

Incident/Problem/Change management

Vendor management

Release management

Educación

Bachelor's degree

Associate's degree + 2 years

High school diploma + 4 years

Herramientas

ServiceNow

Descripción del empleo

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.