Senior Azure Application Support Administrator

General Dynamics Information Technology • Fort Meade, MD

2d • $124,093 - $155,250 • Hybrid

About The Position

GDIT is seeking a Senior Tier III Administrator to provide support to the Defense Enterprise Office Solution (DEOS) Cloud Service Offering contract. This position is a combination of remote (20%) and onsite (80%) support at either Arlington, VA or Fort Meade, MD. As a Sr. Tier III Administrator, you will provide advanced technical support for applications and integrations using Microsoft Azure services, ensuring operational excellence and high customer satisfaction. You will resolve escalated issues, provide end-to-end support, and improve operational processes through documentation and standard operating procedures. You will oversee incident response, collaborating with users and other support teams to diagnose and resolve complex issues, maintaining high availability and security of video services. Your role will also encompass developing and maintaining weekly and monthly metrics reporting, providing comprehensive helpdesk metrics, and managing ad hoc support requests. Provide technical support via phone and/or email to local and off-site users and other operations personnel. Analyze and respond to incidents, determining the level of support required. Collaborate with users and operations personnel to diagnose problems, investigate causes, and recommend solutions. Resolve issues within specific SLAs or escalate to the appropriate service level queue for resolution. Review incidents and incident database to ensure efficient problem resolution. Coordinate with internal support staff and/or vendors to resolve problems and follow up with end-users and customers to ensure timely resolution. Process tickets received from the Tier II support desk to resolution and escalate appropriate tickets to Tier IV. Provide end-to-end support for application and infrastructure related issues. Develop and maintain documentation for Standard Operating Procedures (SOPs) and incident resolution scripts. Prepare and submit After Action Reports (AAR) in accordance with Operations and Command guidance. Collaborate with internal teams and external vendors to resolve technical issues and participate in support-related meetings. Coordinate enhancement capability schedules with engineering and government.

Requirements

• BA/BS in Computer Science or related field or equivalent experience
• 6+ years of related experience
• Expertise in developing, maintaining and contributing to technical and process documentation
• Experience with administering and troubleshooting systems deployed in DoD Cloud Environments (IL4/IL5/IL6) with PaaS services, especially Azure, and classified and unclassified networks
• Expertise supporting custom developed applications and integrations and databases.
• Experience with M365 and Entra ID
• Excellent customer-facing skills.
• Ability to thrive in a highly collaborative, fast-paced, growth-focused environment
• CompTIA Security+ or similar for IAT Level II DoD 8570 certification
• Azure application administration experience.
• Experience with CI/CD pipelines, supporting release validation efforts.
• Experience supporting and troubleshooting cloud resources, database services, auto scaling, and automation.
• Automation experience using scripting languages, including PowerShell
• Experience with service ticketing platforms (e.g. ServiceNow)

Nice To Haves

• Certification in Azure or Cloud

Responsibilities

• Provide advanced technical support for applications and integrations using Microsoft Azure services.
• Resolve escalated issues and provide end-to-end support.
• Improve operational processes through documentation and standard operating procedures.
• Oversee incident response, collaborating with users and other support teams to diagnose and resolve complex issues.
• Maintain high availability and security of video services.
• Develop and maintain weekly and monthly metrics reporting, providing comprehensive helpdesk metrics.
• Manage ad hoc support requests.
• Provide technical support via phone and/or email to local and off-site users and other operations personnel.
• Analyze and respond to incidents, determining the level of support required.
• Collaborate with users and operations personnel to diagnose problems, investigate causes, and recommend solutions.
• Resolve issues within specific SLAs or escalate to the appropriate service level queue for resolution.
• Review incidents and incident database to ensure efficient problem resolution.
• Coordinate with internal support staff and/or vendors to resolve problems and follow up with end-users and customers to ensure timely resolution.
• Process tickets received from the Tier II support desk to resolution and escalate appropriate tickets to Tier IV.
• Provide end-to-end support for application and infrastructure related issues.
• Develop and maintain documentation for Standard Operating Procedures (SOPs) and incident resolution scripts.
• Prepare and submit After Action Reports (AAR) in accordance with Operations and Command guidance.
• Collaborate with internal teams and external vendors to resolve technical issues and participate in support-related meetings.
• Coordinate enhancement capability schedules with engineering and government.

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay
• Paid time off
• Full flex work weeks where possible
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior