City of San Jose

The Infrastructure and Operations Support Manager, Emergency Operations Center supports the essential technologies needed to operate the City’s EOC in disasters, including the core network infrastructure, computing servers, storage, enterprise applications, collaboration tools, Mobile Device Management (MDM), Motorola Computer Dispatch workstations, and video and audio systems.. The Infrastructure and Operations Support Manager for the Emergency Operations Center is a member of the IT Department with a mission to support the EOC. The work plan defines the business requirements with priorities set by the Office of Emergency Management.. Duties may include but are not limited to: Providing technical leadership for the City’s enterprise infrastructure which includes: network, servers, hyperconverged infrastructure, desktops and mobile devices, Active Directory, VPN, Federation Service, Public/Private Cloud support, enterprise storage, system management and monitoring, enterprise system backups and restore, as well as Disaster Recovery of EOC IT services.. Providing technical leadership and IT training to EOC staff and City employees.. Mobile Device Management (Microsoft Intune, VMware Workspace One);

operations support manager

The City of San José is a place where we use civic technology to help our community thrive.

As the 10th largest city in the nation, the City manages a large set of services and assets. The City operates on a budget of $5 billion, with 7,000 employees serving 1+ million residents and 80,000 businesses in the heart of Silicon Valley.

Information Technology’s (IT) mission: Put powerful tools and information in the hands of people to unleash their brilliance in service to our community. IT enables that mission through business and infrastructure systems, cybersecurity, data management and analysis, productivity and collaboration tools, the San Jose 311 resident experience platform, data equity and privacy programs, and strategic planning. San Jose is powered by truly great people, a robust technology environment, and a strong sense of purpose.

We promote work-life integration and a focus on growth to bring out the best in our people. Come join us in making San Jose the most vibrant, equitable, sustainable, and innovative city in America!

You can visit the  Information Technology Department website  to learn more about us.   NOTE – The first review of applications will be on Wednesday, April 10, 2024. Please submit your application by 11:59 p.m. (PST) on Tuesday, April 9, 2024, if you would like your application to be included in the first review. Candidates who pass the first application review round will be invited to interviews on the week of April 22, 2024.
The City of San José is recruiting for an Infrastructure and Operations Support Manager, Emergency Operations Center in the Information Technology Department. As a technical manager, this position will be responsible for overseeing infrastructure service and day-to-day operations for the City’s Emergency Operation Center (EOC).

The Infrastructure and Operations Support Manager, Emergency Operations Center supports the essential technologies needed to operate the City’s EOC in disasters, including the core network infrastructure, computing servers, storage, enterprise applications, collaboration tools, Mobile Device Management (MDM), Motorola Computer Dispatch workstations, and video and audio systems. The EOC technologies include a multi-layer redundant/backup network connectivity with a localized data center, servers, and storage. This allows the EOC’s technology services available during large-scale emergency events.

This position requires strong technical hands-on experience and leadership skills as well as the ability to take initiative and direct others. We are seeking an individual with a willingness to adapt to an ever-changing business as well as an ever-changing technical environment.

The ideal candidate must be able to take full ownership of managing and delegating the services of IT infrastructure, business collaboration tools, and City applications to support the EOC and lead projects to completion. Infrastructure operations include identity management, private and public cloud infrastructure, server virtualization, system management, and monitoring, client and server Windows Operating Systems and client applications, etc. Business collaboration tools include Microsoft Office 365 Productivity Suite, Microsoft Teams, SharePoint, related Office 365 Suite offerings, Zoom, etc. City applications include GIS, desktop applications, etc. This position demands a proven ability to resolve complex technical issues with limited resources. A strong leadership mindset, the ability to collaborate well with teams, and a strong civil servant mentality are essential to this position.

The Infrastructure and Operations Support Manager for the Emergency Operations Center is a member of the IT Department with a mission to support the EOC. The work plan defines the business requirements with priorities set by the Office of Emergency Management. As a member of the EOC response team, the Infrastructure and Operations Support Manager, Emergency Operations Center will need to be available onsite to support the emergency event. Work hours during an emergency event could be after the City’s business hours or on the weekend.

Duties may include but are not limited to:  Providing technical leadership for the City’s enterprise infrastructure which includes: network, servers, hyperconverged infrastructure, desktops and mobile devices, Active Directory, VPN, Federation Service, Public/Private Cloud support, enterprise storage, system management and monitoring, enterprise system backups and restore, as well as Disaster Recovery of EOC IT services.
Leading advanced troubleshooting and triage responsibilities for  infrastructure issues to ensure service availability to meet service level expectations.
Validating and managing system configuration changes to ensure successful system upgrades and configuration changes to the production environment.
Developing technical guidelines and governance framework to ensure best practices and security.
Triaging, leading, and resolving advanced infrastructure issues and service outages.
Leading project implementation to completion.
Coordinating communication and IT service needs with Public Safety and departments.
Managing asset life cycle, including tracking, replacement, and surplus of equipment.
Managing infrastructure maintenance and support contracts.
Providing technical leadership and IT training to EOC staff and City employees.
Please note that the Infrastructure and Operations Support Manager, Emergency Operation Center position is currently eligible for a hybrid telework schedule. The schedule for working remotely and onsite is subject to change.

Salary Information: The final candidate’s qualifications and experience shall determine the actual salary. In addition to the starting salary, employees in the Enterprise Supervising Technology Analyst (ESTA) classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay.  Salary Range (including the 5% NPWI): $136,237.92 – $ 166,005.84
The ESTA classification is represented by the  City Association of Management Personnel (CAMP)  bargaining unit. Education and Experience:  A Bachelor’s Degree from an accredited college or university in a relevant field, AND four (4) years of progressively responsible professional/journey level experience, of which at least two (2) years of experience include lead technical work in development, implementation and maintenance of electronic business systems/solutions, or application development and/or support.

Acceptable Substitution:
Additional years of increasingly responsible directly related work experience may be substituted for education on a year-for-year basis up to two (2) years.
Completion of a Master's Degree in a relevant field from an accredited college or university may be substituted for one (1) year of the required two (2) years of experience which include lead technical work in development, implementation and maintenance of electronic business systems/solutions or application development and/or support.
Required Licensing (such as driver’s license, certifications, etc.):
Possession of a valid State of California driver’s license may be required.
Certification as a Microsoft Certified Systems Engineer (MCSE) or equivalent certification from a professional organization acceptable to the City of San Jose may be required.
Passing a San Jose Police Department background check and FEMA training and certification are conditions of employment.     Competencies

The ideal candidate will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for this position include:

Job Expertise  – Demonstrates knowledge of and experience with applicable professional/technical principles and practices including Enterprise Architecture, technical project management, application lifecycle management, and applicable industry applications/systems platform tools. Breadth of expertise to enable managing major technology services, programs, and products across multiple departmental technology environments and ensuring cross coordination between departments, including adherence with Citywide and departmental procedures/policies and federal and state rules and regulations.

The ideal candidate will also possess a combination of the following knowledge and experience:  Strong technical hands-on experience in designing, managing, and troubleshooting current technologies such as:  Network (Ruckus) L2/L3 switches;
Hyperconverged Infrastructure (Nutanix);
Private Virtual Infrastructure and NSX (VMWare);
Azure Public Cloud Infrastructure;
Configuration Management (SCCM);
Identity Management (Active Directory, Federation Services, Azure Active Directory);
Windows OS (Desktop Windows 10 and 11, Server OS 2016 and above);
Enterprise Backup and Restore, Disaster Recovery;
Microsoft Office 365 Productivity Suite and Collaboration Tools;
Mobile Device Management (Microsoft Intune, VMware Workspace One);
Powershell scripting; and/or,
Video/Audio system.

Experience in leading Incident Response and Change Management.
Experience creating and updating technical documentation.
Understand infrastructure operations, security best practices, and Disaster and Recovery.
Ability to train end users on the use of computers and related applications
Decision Making  – Identifies and understands issues, problems, and opportunities; uses effective approaches for choosing a course of action or developing appropriate solutions.

Analytical Thinking  – Approaching a problem or situation by using a logical, systematic, sequential approach.

Problem Solving  – Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.

Leadership  – Leads by example; demonstrates high ethical standards; remains visible and approachable and interacts with others on a regular basis; promotes a cooperative work environment, allowing others to learn from mistakes; provides motivational supports and direction.

Teamwork & Interpersonal Skills  – Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.

Project Management  – Ensures support for projects and implements agency goals and strategic objectives.

Communication Skills  – Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people’s ideas and thoughts.

Selection Process

The selection process will consist of an evaluation of the applicant's training and experience based on the  application and responses to all the job-specific questions .  You must answer all questions to be considered, or your application may be deemed incomplete and withheld from further consideration.  Only those candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews, one of which may include a practical and/or writing exercise.

If you have questions about the duties of these positions, the selection, or the hiring processes, please contact Tram Nguyen at  tramt.nguyen@sanjoseca.gov .
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