Senior Operations Maintenance and Support Specialist
About The Position
We are seeking a Senior Operations & Maintenance Support Specialist to provide advanced technical support with specialized focus on Kubernetes and Virtual Desktop Infrastructure (VDI) in a government environment. This role combines Tier 1 and Tier 2 Site Reliability Engineering (SRE) support responsibilities with deep technical expertise in Azure Kubernetes Services and VDI technologies. The ideal candidate will serve as a technical escalation point, mentor junior team members, and provide expert-level troubleshooting for complex cloud infrastructure and application issues while ensuring system reliability and optimal user experiences. Must be a US citizen and an active TS/SCI security clearance is required for this position. Sign-on Bonus available
Requirements
- Must be US Citizen
- Education: Bachelor's degree in Computer Science, Information Technology, or related technical field
- Experience: Minimum 6 years of professional experience in technical support, operations, SRE, or infrastructure engineering roles
- Security Clearance: Active TS/SCI clearance (Required)
- Kubernetes Expertise: Advanced hands-on experience with Kubernetes or Azure Kubernetes Services (AKS) including troubleshooting pods, services, deployments, networking, and cluster operations
- VDI Expertise: Deep experience with Virtual Desktop Infrastructure technologies, particularly Azure Virtual Desktop (AVD), including architecture, troubleshooting, and optimization
- Configuration Management: Advanced proficiency with Salt, Ansible, or similar configuration management tools with experience developing complex automation
- Containerization: Strong experience with Docker, container troubleshooting, and containerized application support
- SRE Practices: Understanding of Site Reliability Engineering principles including monitoring, incident response, and system reliability
- Cloud Platforms: Advanced knowledge of Azure cloud services with focus on compute, networking, and storage
- Operating Systems: Expert-level troubleshooting in Windows and Linux environments
- Monitoring & Observability: Experience with Azure Monitor, Prometheus, Grafana, or similar monitoring tools for Kubernetes and infrastructure
- Scripting & Automation: Proficiency in PowerShell, Python, or Bash for automation and troubleshooting
- Incident Management: Advanced experience with Jira or similar systems, including leading complex incident resolution
- Technical Leadership: Proven ability to mentor team members and provide technical guidance
Responsibilities
- Serve as first point of contact for end-user technical support requests related to cloud services, hosted applications, and VDI functionality, providing responsive customer service and executing deep troubleshooting
- Create, update, and maintain technical support tickets in Jira with accurate documentation, proper categorization, and tracking of resolution times to maintain SLA compliance
- Escalate complex issues to Tier 2/3 support teams, SREs, and Platform Engineers with comprehensive documentation, coordinating with Development, DevOps, and Architecture teams for resolution
- Manage VDI technologies including troubleshooting and repairing User Virtual Machines (UVMs), building and deploying base images for supported operating systems, and patching running UVMs
- Build, package, deploy, and manage Salt States to install applications in virtual machines, operating the Salt Master for application deployment across the VDI environment
- Monitor system performance, identify patterns indicating systemic issues, and support maintenance windows with user communication during planned outages
- Maintain and update knowledge base articles, contribute to support procedures and troubleshooting guides, and participate in continuous service improvement initiatives
- Work with cloud providers for Tier 1 and Tier 2 support issues, escalating Tier 3+ issues appropriately
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
1,001-5,000 employees
