Title:  Principal, MISSION Command

Job Title: Principal, MISSION Command

Job Code: 46201

Job Location: Melbourne, FL 

Job Schedule: 9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off

Job Description: 

The Principal, MISSION (Modern Infrastructure, Security, Systems Intelligence, Operations, and Networking) Command is responsible for establishing, leading, and continuously evolving a world-class IT Intelligence Center that serves as the organization's centralized operational intelligence and command capability.

The initial focus of this role is the design, implementation, and maturation of the Enterprise IT Intelligence Center and the operational intelligence capabilities that support it. As the organization matures, the role will evolve to support additional enterprise operational capabilities and responsibilities.

This leader is accountable for building an intelligence center focused on preventing outages rather than simply responding to them. The role is responsible for delivering real-time enterprise visibility across infrastructure, applications, cloud platforms, networks, databases, storage, backup, and business services while driving proactive detection, rapid diagnosis, coordinated incident response, and continuous operational improvement.

Working across Infrastructure, Networking, Cloud, Security, Applications, End User Services, and Enterprise Platforms, the Senior Manager ensures that operational telemetry from enterprise monitoring and management platforms is transformed into actionable intelligence through automated correlation, AI-driven analytics, service mapping, and workflow automation.

This position will lead the strategy, implementation, governance, and ongoing evolution of the organization's operational intelligence and observability capabilities, including an enterprise observability platform integrated with ServiceNow ITOM, supporting an operational model focused on increasing service reliability, operational resiliency, operational efficiency, and customer experience while reducing operational risk and Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR). The Senior Manager serves as the operational leader responsible for maintaining a real-time enterprise operating picture, enabling informed decision-making, coordinated incident response, and proactive service assurance across all technology domains.

Essential Functions: 

• Establish, implement, and operate a world-class Enterprise IT Intelligence Center.
• Develop and continuously mature the vision, strategy, operating model, governance framework, organizational structure, operational processes, performance metrics, and multi-year roadmap for MISSION Command.
• Create an operations culture focused on prevention, automation, proactive response, and continual service improvement.
• Establish and mature the enterprise Event Management capability, including event ingestion, normalization, correlation, intelligent alerting, event suppression, and operational event governance across all enterprise monitoring and management platforms to ensure actionable, high-fidelity operational intelligence.
• Ensure complete operational visibility through modern observability capabilities including but not limited to: automatic discovery, dynamic topology mapping, business service mapping, AI-assisted event correlation, root cause analysis, dependency mapping, predictive alerting, and intelligent event suppression.
• Lead initiatives that improve proactive detection, outage prevention, AI-assisted anomaly detection, alert quality, operational automation, service health monitoring, and enterprise operational resilience.
• Partner with Infrastructure, Networking, Cloud Engineering, Security, and Application teams to improve enterprise service reliability through: Trend analysis, capacity planning, performance optimization, availability engineering, event correlation, and behavioral changes.
• Partner with business leaders, service owners, and technology stakeholders to define critical business services, service health objectives, operational priorities, and resiliency strategies aligned with organizational goals.
• Partner with the ServiceNow organization to ensure operational events seamlessly integrate into enterprise workflows. Ensure enterprise observability supports: CMDB accuracy, business service mapping, automated Incident creation, automated assignment, Change correlation, operational dashboards, executive reporting, and workflow automation.
• Develop and maintain the enterprise observability technology strategy, including platform evaluations, technology roadmaps, vendor management, lifecycle planning, and adoption of emerging operational intelligence capabilities that support the long-term evolution of the Enterprise IT Intelligence Center.
• Develop executive-level dashboards that provide visibility into: Enterprise service health, critical business services, operational risk, active incidents, service health, SLA performance, availability, MTTD, MTTR, outage prevention metrics, operational resiliency, platform reliability, and capacity trends.
• Build, lead, mentor, and continuously develop a high-performing MISSION Command organization consisting of Operations Analysts, Event Management Analysts, Observability Engineers, and Automation Engineers (as applicable).
• Establish a culture of continual operational improvement through operational analytics, post-incident reviews, trend analysis, automation initiatives, and maturity assessments designed to improve enterprise service reliability.
• Develop and manage the MISSION Command budget, including observability platforms, operational tooling, vendor contracts, and strategic technology investments.

Qualifications: 

• Bachelor’s Degree and a minimum of 12 years of prior relevant experience. Graduate Degree and a minimum of 10 years of prior related experience. In lieu of a degree, minimum of 16 years of prior related experience. 
• Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline.
• 10+ years of progressive IT operations experience.
• 5+ years of leadership experience managing enterprise operations teams

Preferred Additional Skills: 

• Strong understanding of ITIL Service Management practices.
• Experience leading large-scale operational transformation initiatives.
• Proven success leading cross-functional technical organizations.
• Experience managing enterprise operational vendors and technology partners.
• Experience implementing enterprise observability platforms, Event Management capabilities, Service Mapping, AIOps technologies, and enterprise operational intelligence solutions.