Senior Operations Lead
About The Position
The Senior Operations Lead provides on-site technical floor leadership for Google Public Sector’s USG1 Intelligence Community sovereign and classified cloud operations. The role initially supports Google Distributed Cloud (GDC) Air-Gapped and may expand to additional sovereign and air-gapped products. As the on-floor subject matter expert, the Lead guides Customer Support Specialists and Systems Engineers, pre-screens Google engineering consults, oversees queue health and shift quality, and improves runbooks and alerts. The position provides core weekday leadership within a 24/7/365 operation, reviews off-hours consults, and coordinates with Google engineering, PMO, and TAM teams to sustain secure, responsive service. Astraeus Operations (AO), a Chenega Corporation subsidiary, supports government operations through shared program management, financial, human capital, recruiting, procurement, security, and technical resources. Chenega MIOS describes a culture focused on professional development, flexibility, well-being, and positive community impact.
Requirements
- At least 5 years of hands-on experience in Linux systems administration, cloud operations, Site Reliability Engineering (SRE), or Kubernetes administration.
- Experience with monitoring and logging tools such as Grafana and Prometheus and ticketing systems such as ServiceNow.
- Practical scripting ability in Bash or Python.
- Proficiency updating technical documentation and runbooks in Markdown.
- Successfully complete Google’s extended workforce onboarding and badging process and maintain applicable government-contract compliance, including mandatory security and cyber training.
- Active TS/SCI clearance with Full Scope Polygraph.
- Successfully pass background and drug screening.
- Strong command-line proficiency with Linux and Kubernetes (kubectl), including troubleshooting pods, nodes, networking, certificates, and RBAC permissions.
- Strong knowledge of Linux, Kubernetes, cloud infrastructure, networking, and air-gapped operations.
- Ability to guide troubleshooting and assess diagnostic evidence for escalation.
- Sound judgment in runbook execution risks, review requirements, and service restoration.
- Ability to maintain documentation and improve runbooks, alert quality, and operations.
- Strong organization and queue management to sustain service targets and shift continuity.
- Clear communication and coordination across customer support, systems engineering, and Google teams.
- Ability to safeguard classified information and enforce security and data-handling requirements.
- Ability to coach teams and use work-item reviews and operational metrics to improve service quality.
- Ability to lead product adoption and support weekday floor leadership, off-hours reviews, and COOP readiness.
Nice To Haves
- Bachelor’s degree in a technical field or equivalent military or industry experience.
- Prior experience operating in classified SCIF environments or handling sensitive or classified data.
- Prior experience supporting Google Cloud or Google Distributed Cloud (GDC).
- Certified Kubernetes Administrator (CKA), Red Hat Certified System Administrator (RHCSA), or Google Cloud Associate Cloud Engineer certification.
Responsibilities
- Lead USG1 floor operations during core weekday hours and provide technical guidance and coaching to Customer Support Specialists and Systems Engineers.
- Pre-screen engineering consults and escalations during core hours, and review all off-hours consults on the next business day.
- Oversee queue health, shift Queue Manager coverage, and response and follow-up compliance, including stated FMR targets for P0/P1, P2, and P3/P4 cases.
- Conduct daily operational quality reviews, address work-item flags, support performance management and coaching based on quality and SLA metrics, and drive corrective actions across case management, runbooks, alerts, and handoffs.
- Maintain tiered runbooks and coordinate documentation updates and reproducible bugs with Google engineering.
- Track weekly top-10 noisy alerts and drive tuning or suppression recommendations.
- Ensure complete shift handoffs, warm handovers for active P1 cases, and prompt acceptance of incoming cases.
- Review customer communications for required approval and coordinate operational priorities and deliverables with Google engineering, PMO, and TAM teams.
- Lead adoption of new sovereign or classified products into health checks, runbooks, and reporting while preserving team role boundaries.
- Support continuous coverage and COOP readiness, ensure 15-minute responses to urgent Google inquiries, and relay customer meeting takeaways within one hour.
- Coordinate weekly reporting on service compliance, runbooks, alerts, quality trends, and staffing; support government accreditation and COOP exercises.
- Perform other duties as assigned.
Benefits
- Broad range of benefits for team members.
- Well-being programs.
- Professional development opportunities, including on-the-job learning and formal development programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
