Customer Support Engineer
About The Position
Leidos is seeking a Senior Customer Operations Support Engineer for a technical development program of more than 200 FTE supporting the Sponsor’s Attribute/Entitlement Services within the IDAM/ICAM space. The role supports daily operational objectives for Fort Independence IT Services across multiple data center and cloud environments. The Operations Support Engineer represents the customer organization in review boards and status meetings and serves as a communications conduit for customer IT announcements and requirements. The position supports application teams by facilitating enterprise change and incident management processes and serves as the program’s primary point of contact for software and hardware procurements, helping teams follow enterprise procurement processes.
Requirements
- Active TS clearance with Polygraph.
- Bachelor’s degree and 12+ years of prior relevant experience; additional experience may be substituted for a degree.
- Experience with IT operations, including effective communication at senior levels within a customer organization.
- Experience with incident management, including identifying, assessing, and handling occurrences to minimize disruption, restore normal operations, and document solutions to prevent recurrence.
- Experience in change management, including identifying stakeholders, assessing impacts, providing information at an appropriate cadence, and monitoring implementation.
- Experience in technical communication: clearly and effectively communicating complex information to specialized and general audiences to support understanding and decision-making.
Nice To Haves
- Hands-on ServiceNow platform experience.
- Experience with dashboarding and implementing reporting automations.
- Experience using JIRA and Confluence boards.
Responsibilities
- Attend daily operations status calls representing the Fort Independence program.
- Manage software and hardware procurement processes, coordinating needs with team leads, budget, and the customer, and ensuring funding is available.
- Manage software licenses, monitor expiration dates, and arrange renewals when necessary.
- Review and assess software changes for quality, compatibility, and adherence to standards.
- Coordinate response efforts during software outages, including troubleshooting and engaging appropriate support resources.
- Provide leadership with timely communications about system outages, impact assessments, and resolution status.
- Provide monthly metrics to management and report the number of change requests completed by each team to contract management.
- Support weekly operations meetings; review team change requests for accuracy and submit weekly change requests for customer approval.
- Monitor enterprise communications and changes in the customer IT environment, and communicate relevant changes to teams.
- Facilitate IT support for teams by assisting users with requests and concerns and escalating issues to the enterprise IT team when needed.
- Provide operational support for incident tickets and system changes, and support local IT and facility issues.
- Communicate agency initiatives and cybersecurity alerts to the Operations Manager, and communicate IT operational status to the Operations Manager and customer as needed.
- Handle projects from initiation to resolution, ensuring timely and effective outcomes.
- Represent the program in customer review boards and status meetings and communicate customer IT announcements and requirements.
- Facilitate enterprise change and incident management processes for application teams.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
