26-067.U - SCADA Support Manager

Essential Job Responsibilities:

Team Leadership and Management:

• Lead, mentor, and develop a team of SCADA application specialists, automation engineers, communications technicians, and OT support personnel.
• Establish clear objectives, performance expectations, and accountability standards aligned with IT and business strategy.
• Foster collaboration between OT, Infrastructure, Cybersecurity, and Business Applications teams to ensure seamless operations.
• Develop succession planning strategies to mitigate knowledge concentration and retirement risk.

SCADA Application Management:

• Oversee administration and optimization of real-time SCADA control systems, including control room platforms and HMI environments.
• Ensure standardization of Human-Machine Interface (HMI) design and graphics standards to maintain operational consistency.
• Maintain system reliability and uptime for control room environments.
• Coordinate configuration management and change control processes for SCADA systems.

Historian and Data Systems Oversight:

• Oversee enterprise historian platforms to ensure high availability and data integrity.
• Ensure accurate tag management, data governance, and integration with business analytics systems.
• Manage small enhancement projects and system improvements.
• Maintain long-term reliability of historical data for engineering, compliance, and operational reporting.

Field (Site) Support Services:

• Provide leadership oversight for team of automation specialists for PLC and RTU configuration standards and lifecycle management.
• Support commissioning and integration of new field equipment into the SCADA network during capital projects and acquisitions.
• Ensure proper maintenance, troubleshooting, and documentation of field devices including sensors, meters, and automation hardware.
• Establish consistent documentation standards for field automation systems, including as-built drawings and configuration records.
• Coordinate geographically distributed support resources to ensure effective "boots on the ground" coverage.

Field Communications Management:

• Oversee cellular, radio, antenna, and related communications infrastructure supporting SCADA networks in the field.
• Ensure reliability and performance of communication links between field assets and control centers.
• Manage field communications-related projects and vendor relationships.
• Identify opportunities to modernize and standardize communications infrastructure.
• Integrate with Enterprise Network team for standards, cyber security guidelines and execution of projects.

24/7 OT Helpdesk and Incident Management:

• Oversee OT incident response and serve as escalation point for critical control system events.
• Ensure real-time monitoring of SCADA communications and server health.
• Develop and maintain operational runbooks for common OT incidents.
• Establish clear escalation paths for hardware, software, and field-level issues.
• Conduct root cause analysis for recurring incidents and implement corrective actions.

Vendor and Budget Management:

• Manage third-party service providers and outsourced support contracts.
• Ensure vendor performance meets established SLAs.
• Develop and manage budget forecasts for SCADA and OT operations.
• Oversee procurement of SCADA-related hardware, software, and services.

Continuous Improvement and Innovation:

• Identify opportunities to improve SCADA reliability, standardization, and scalability.
• Align SCADA architecture with cybersecurity and enterprise IT standards.
• Recommend modernization initiatives and cost optimization strategies.
• Stay informed on industry trends, regulatory requirements, and emerging OT technologies.

Reporting and Metrics Tracking:

• Develop and maintain key performance indicators (KPIs) for SCADA uptime, incident response times, and communications reliability.
• Provide regular performance reporting to senior leadership.
• Conduct trend analysis to identify systemic issues and improvement opportunities.

Other Job Responsibilities:

• Demonstrate commitment to company core values - Integrity, Ownership, Urgency, Alignment, and Innovation - in all daily responsibilities and interactions.
• Actively support and contribute to the company's mission and vision through reliable, high-quality work
• Other duties as assigned by management.

Qualifications:

• Minimum of 10 years of experience in SCADA, industrial automation, or operational technology environments.
• Minimum of 3-5 years of leadership experience managing technical teams in a 24x7 operational environment.
• Strong experience with real-time SCADA systems, historian platforms, PLC/RTU systems, and field communications infrastructure.
• Experience supporting geographically distributed field operations.
• Strong understanding of OT cybersecurity principles and risk mitigation.
• Experience managing vendor relationships and service contracts.
• Demonstrated ability to lead incident management and root cause analysis efforts.
• Strong communication skills with the ability to present technical information to both technical and non-technical stakeholders.
• Ability to effectively prioritize and execute in high-pressure operational environments.
• Strong customer service orientation and commitment to operational reliability.

Education Requirements, Certifications, Licenses, and Registrations:

• Bachelor's Degree in Engineering, Information Technology, Computer Science, or related technical field plus five (5) years of experience in an OT/SCADA leadership role.

OR

• Associate's Degree in a related technical field plus seven (7) years of progressive experience in SCADA or automation environments.

OR

• Ten (10) years of progressively responsible experience in SCADA, industrial automation, or operational technology leadership roles.