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About the job

Requisition ID # 175682

Job Category: Information Technology

Job Level: Individual Contributor

Business Unit: Technology & Security

Work Type: Hybrid

Job Location: Oakland

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.

Position Summary

Provides senior-level operational support and technical leadership for enterprise hybrid cloud operations, public cloud operations and virtualization, with a focus on Azure Local, AWS public cloud operations, Windows 365 Cloud PC, VMware, and Citrix VDI.

Responsible for maintaining the availability, reliability, performance, security, and operational health of business-critical infrastructure services. Monitors service health, capacity, utilization, incidents, vulnerabilities, patching, lifecycle status, and operational risks to ensure services meet established business, cybersecurity, and compliance requirements.

Provides technical oversight and direction to Managed Service Provider (MSO) teams responsible for day-to-day infrastructure operations. Monitors service delivery against established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational standards, and contractual commitments, ensuring performance gaps are identified, escalated, and remediated.

Serves as a senior escalation point for complex and high-impact operational incidents, coordinates cross-functional troubleshooting and service restoration, and ensures root cause and permanent corrective actions are completed. Develops and improves operational procedures, automation, monitoring, and service management practices to increase reliability and reduce operational risk.

This position is hybrid, working from your remote office Oakland, CA approximately 1 day per week, or more, based on business needs or company requirements.

Compensation

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be between the minimum and midpoint listed below. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

Bay Area Min: $129,000.00

Bay Area Mid: $168,000.00

Bay Area Max: $207,000.00

Job Responsibilities

Serves as the technical and operational expert for Azure Local, AWS public cloud, Windows 365 Cloud PC, VMware, and Citrix VDI environments.

Maintains the availability, reliability, performance, security, and operational health of enterprise hybrid cloud, public cloud, virtualization services.

Provides operational oversight of Managed Service Provider teams, ensuring services are delivered in accordance with defined responsibilities, operational procedures, support models, and contractual commitments.

Monitors and manage SLA and KPI performance, including service availability, incident response and resolution, request fulfillment, patching, vulnerability remediation, change success, problem management, and operational backlog.

Conducts regular service reviews with Managed Service Providers to evaluate performance, identify service gaps and recurring issues, establish corrective actions, and track commitments through completion.

Holds service providers accountable for timely incident resolution, effective escalation, accurate documentation, root-cause analysis, and completion of corrective and preventive actions.

Provides operational support and technical oversight for Azure Local, including platform health, capacity, performance, monitoring, patching, lifecycle management, resiliency, and incident resolution.

Provides operational support and oversight for AWS public cloud services, including related infrastructure services.

Supports the ongoing operation of Windows 365 Cloud PC, including service health, provisioning issues, user connectivity, performance, security, capacity, and incident resolution.

Maintains sufficient knowledge of VMware vSphere/vCenter and Citrix Virtual Apps and Desktops to provide technical oversight, troubleshoot complex issues, manage escalations, and support existing production services.

Serves as a senior escalation point for major incidents and complex operational issues, coordinating internal teams, Managed Service Providers, cloud providers, and technology vendors through service restoration.

Participates in Major Incident Management and Problem Management, ensuring significant or recurring incidents receive appropriate root-cause analysis and permanent corrective actions.

Reviews platform monitoring and operational metrics to proactively identify availability, performance, capacity, security, or reliability risks before they cause significant business impact.

Oversee operational activities associated with patching, vulnerability remediation, lifecycle management, configuration compliance, backup and recovery, and disaster recovery readiness.

Supports Change Management by reviewing higher-risk infrastructure changes for operational readiness, implementation planning, validation, rollback capability, dependencies, and appropriate support coverage.

Identifies opportunities to improve operational efficiency through automation, monitoring, standardization, elimination of recurring issues, and reduction of manual operational processes.

Ensures operational documentation, support procedures, escalation paths, recovery procedures, knowledge articles, and runbooks remain accurate and current.

Works directly with Microsoft, AWS, VMware, Citrix, Managed Service Providers, and other technology vendors to manage technical escalations and resolve service-impacting issues.

Provides technical leadership, coaching, and guidance to internal resources and Managed Service Provider personnel.

Qualifications

Minimum:

Bachelor’s degree in computer science or job-related discipline or equivalent experience

Experience in infrastructure operations, job-related, 7 years

Desired:

Master’s degree in business administration or job-related discipline or equivalent experience

Experience in consulting

Experience at PG&E, job-related

Leadership experience, IT-Information Technology

Utility industry experience