EOTSS Office of Security and Operations

The Executive Office of Technology Services and Security (EOTSS) provides services aimed at securing state networks and data, and streamlining enterprise operations.

Overview

The EOTSS Assistant Secretary for Security & Operations and Chief Operating Officer (COO) oversees:   

• End User Services   

• Network & Security Services   

• Voice & Communication Services   

• Cybersecurity Operation Services   

• Datacenter Services   

• Hosting Operation Services   

• IT Service Management   

The position is supported by the Deputy Chief Operating Officers for End User Services, Hosting Operations Services and Network, Security and Telecommunications Services who manage their respective departments and report directly to the Assistant Secretary/Chief Operating Officer. 

The Chief Information Security & Risk Management Officer (CISO/CRO), and the Chief Technology Officer (CTO) also work closely with the Assistant Secretary/COO to manage the operational, technical and security needs of EOTSS. 

View an accessible version of the EOTSS organization chart

End User Services

The End User Service teams provide first and second tier technical support to Commonwealth end users, along with agency IT helpdesks and support personnel. These technical support specialists answer phone calls and chats, respond to incident tickets and requests remotely, and also provide in-person support when needed.  The End User Services team is comprised of nine (9) support departments: the End User Service Desk, Advanced Technical Services, Service Desk Operations, Deskside Support, VIP Support, Messaging, Platform Support, Accounts Management, and Enterprise Print. 

Network & Security

EOTSS provides reliable and robust Network Security Services to support all Commonwealth customers and the Commonwealth network. This includes security assessments and infrastructure evaluations for network connectivity and applications. The Network and Security Services teams provide Commonwealth agencies with the expertise for analysis of network, design and implementation to fit the strategy, initiatives and needs of the Commonwealth and its customers. 

Voice & Communications

The Voice & Communications teams provide services related to enterprise voice, contact center, video, cellular, and messaging and content sharing features, delivered via EOTSS’s secure network and hosted from our cloud providers data centers.  The MassVoice Cloud solution is a secure cloud unified communications service tailored exclusively to Massachusetts state and local government clients, that delivers the full functionality and resiliency of a traditional PBX, without the upkeep of an on-premises solution. The MassVoice Cloud Contact Center solution is a cloud omni-channel contact center with full feature capabilities including inbound, outbound, email, SMS and chat. 

Datacenter Services

EOTSS provides 24/7 monitoring of infrastructure, batch schedules, backups, and service health. The Enterprise Monitoring Services team manages EOTSS monitoring solution that monitors the health of all infrastructure hardware, networks, and applications to identify, predict, and preempt service outages and to notify the appropriate stakeholders. The Enterprise Scheduling Services team provides application batch scheduling orchestration for EOTSS customers. The Datacenter Facilities teams provide facilities infrastructure planning and management, support for the installation and decommissioning of IT systems, facilities access controls and security. The Resiliency & Disaster Recovery (DR) team ensures EOTSS infrastructure resiliency, and helps customers define their DR strategy and execute disaster testing for their applications. 

IT Service Management

The IT Service Management teams provide Hardware Asset Management, Software Asset Management, Configuration/Release Management, Change Enablement, Major Incident and Problem Management services.  The Hardware and Software teams work to provide end users a comprehensive selection of end user hardware and software, along with management and support services.  The remaining teams work alongside EOTSS operational divisions to identify and resolve major Incidents, manage changes to the environment, and identify problem causes and resolutions. 

Cybersecurity Operations

Under the leadership of the Director of Security Operations, EOTSS manages and operates the Commonwealth’s unified Security Operations Center (SOC). The Enterprise SOC’s Cyber Detection and Response Team (CDR) provides Security Information and Event Management (SIEM), threat intelligence, and security incident response and reporting programs.  The SOC’s Vulnerability Management Team (VMP) works closely with Enterprise Agencies and the CISO/CRO’s office to address vulnerability management as part of the larger Enterprise Risk Management program. 

Through these programs and operations, EOTSS leads and coordinates efforts to strengthen the Commonwealth’s cybersecurity posture to prevent, protect, mitigate, respond to, and recover from cyber threats and incidents. 

Hosting Operations

EOTSS provides reliable and secure centrally managed dedicated distributed hosting services for Commonwealth applications. The Hosting Operations team provides managed services for both cloud and on-premises environments using a “cloud smart” methodology.  The team oversees the provision, administration and maintenance of related hosting infrastructure components in order to provide support for databases, websites and other applications.