Infrastructure and Application Support Manager

The Infrastructure and Application Support Manager owns global infrastructure operations, systems and database administration, network operations, and application support for all Consular Affairs (CA) systems — spanning domestic data centers, domestic passport and visa processing centers, and overseas posts. The Manager directs Tier II and Tier III support for Oracle and MS SQL Server databases; web, imaging/archiving, client-server, and specialized applications; and LAN/WAN/MPLS/firewall infrastructure. The role oversees geographically dispersed technical teams, converged server/storage solutions, and cloud migrations, while ensuring enterprise services meet defined SLAs.

 

Primary Responsibilities

• Lead 24/7/365 multi-tiered (Tier 0–III) support for all physical, virtual, on-premises, and multi-cloud infrastructure, network operations, security compliance, application, and database environments across worldwide consular facilities and domestic data centers.
• Manage and operate core infrastructure services across the CA IT enterprise, including Data Center Management, Infrastructure Support, Card Printer Support, Domestic Consular Office Systems Administration, Web Services Administration, Enterprise IT Service Operations, and cloud-based platforms/services.
• Drive implementation of Software-Defined Data Center (SDDC) technologies to optimize resource allocation, enhance scalability, and enable rapid provisioning, centralized management, and policy-driven automation.
• Establish and sustain ITIL-based governance frameworks ensuring SLA compliance across all service categories; institute automation initiatives that reduce incident volume, cut labor costs, and drive CPAR ratings to Very Good/Exceptional.
• Monitor infrastructure utilization and capacity; proactively analyze trends and coordinate with DOS and external organizations to establish operational baselines and secure bandwidth/memory/storage upgrades.
• Track infrastructure component failures, initiate escalation actions, configure alert thresholds, and drive trouble-ticket lifecycle management.
• Monitor and analyze audit trails, logs, and Enterprise Event Management data to identify potential security events; respond to incidents/alerts and enforce RBAC account management across all CA systems.
• Oversee installation and deployment of CA applications — including troubleshooting, diagnosis, maintenance, availability/performance monitoring, and self-healing corrective actions to enhance reliability and minimize downtime.
• Execute routine and emergency application maintenance: updates, patches, DevOps-based deployments, password automation, certificate management, ATO readiness with Tier III teams, DR/production switching, and migration strategies.
• Lead and mentor geographically dispersed technical teams — including OCONUS engineers — supporting converged server/storage solutions and legacy-to-cloud migrations, with proven models for high staff retention and zero Key Personnel gaps.
• Coordinate with the Program Manager, Service Center Manager, Engineering and Implementation Manager, and Acquisition and Asset Manager to deliver integrated, on-time service across the Task Order.

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.