Enterprise Data Operations Analyst (Tier-2 Advanced Technical Support)

ECS Tech Inc•Fairfax, VA

21h•Onsite

About The Position

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI-First strategy. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts. The Enterprise Data Operations Analyst provides dedicated Tier-2 advanced technical support for enterprise data products and services operating within the WDP customer support environment, serving as a critical link between mission-facing data consumers and the engineering teams responsible for platform health and service continuity. This role supports CDAO-approved Service Level Objectives (SLOs) across applicable security enclaves and contributes directly to the operational excellence of WDP data services supporting analysts, builders, and mission partners across the DoW enterprise.

Requirements

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance with Sensitive Compartmented Information (SCI).
3 or more years of experience providing technical support or data operations assistance in a federal government or classified environment, including hands-on experience triaging and resolving issues affecting enterprise data tools, analytics platforms, or cloud-hosted services in support of mission end-users .
Active DoW 8570/8140-compliant IAT Level II certification, such as CompTIA Security+ CE, CompTIA CySA+, CompTIA Cloud+, Cisco CCNA Security, GIAC GSEC, GIAC GCED, or ISC² SSCP, as required for access to DoW information systems .
Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Responsibilities

Provides dedicated Tier-2 advanced technical support for enterprise data products and services operating within the War Data Platform customer support environment supporting enterprise data consumers across applicable security enclaves.
Performs Tier-2 technical triage and resolution for WDP Service Desk escalations and investigates operational issues affecting enterprise data tools, data products, and platform services used by analysts, engineers, and operational mission partners.
Performs technical triage of customer issues by reviewing service request information, evaluating system behavior, validating user configuration settings, and reproducing reported platform problems impacting enterprise data workflows.
Coordinates issue resolution activities with Tier-3 engineering support when incidents require deeper platform diagnostics or engineering remediation.
Monitors service level objective performance for customer requests and documents ticket lifecycle metrics including response time, resolution timelines, and escalation frequency indicators supporting program reporting requirements.
Develops and maintains troubleshooting guides, operational runbooks, and user training materials supporting enterprise builders and data consumers operating within the WDP ecosystem.
Maintains documentation within the centralized knowledge repository containing standard operating procedures, technical guidance, and platform usage documentation supporting enterprise data operations.
Communicates known issues, platform updates, planned maintenance events, and service status notifications to WDP customers to maintain operational awareness.
Collects customer feedback related to platform usability, support responsiveness, and data service performance and provides recommendations supporting continuous improvement initiatives across enterprise data operations support services.
Performs other duties as assigned.