SYSTEMS ENGINEER SENIOR (HPC User Services Lead)

General Dynamics Information Technology

1d•$97,968 - $115,000•Remote

About The Position

As the HPC User Services Lead, you will be responsible for leading all user-facing support activities for the Weather and Climate Operational Supercomputing System (WCOSS), NOAA’s operational high-performance computing environment supporting the National Weather Service’s weather forecasting mission. You'll serve as the primary interface between HPC operations and the user community, ensuring timely resolution of user issues, effective communication during operational events, and continuous improvement of the overall customer experience. Combine your technical HPC knowledge with outstanding customer service skills to build trusted relationships with users while driving operational excellence.

Requirements

Bachelor of Arts/Bachelor of Science
5+ years of related experience
High Performance Computing (HPC) & Linux technical skills.
US citizenship required
Experience administering or managing an enterprise ticketing platform (e.g., ServiceNow, Jira Service Management, Remedy, or similar).
Excellent written and verbal communication skills, including the ability to communicate complex technical issues to both technical and non-technical audiences.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational environment.
Experience developing customer communications, documentation, and operational procedures.

Responsibilities

Lead daily operations of the HPC user support function and serve as the primary point of contact for user-facing issues.
Manage the lifecycle of support requests from intake through resolution, ensuring timely communication and customer satisfaction.
Coordinate across Systems Administration, File Systems, Software Development, Security, Networking, and Operations teams to resolve complex technical issues.
Prioritize user requests based on operational impact and mission requirements.
Develop and maintain regular communication rhythms with NOAA/NWS stakeholders.
Prepare and distribute planned maintenance notices, outage notifications, incident updates, service restoration communications, and weekly operational summaries.
Establish communication templates and standard operating procedures that provide clear, consistent, and timely updates.
Develop customer satisfaction metrics and continually improve the user support experience.
Foster trusted relationships with scientific users, operational forecasters, and customer leadership.
Administer and continuously improve the program’s ticket management system.
Develop dashboards and reporting that measure ticket volume, response times, resolution times, recurring issues, and customer satisfaction.
Identify trends and recommend process improvements to reduce recurring user issues.
Ensure support documentation and knowledge articles remain accurate and current.
Coordinate user communications during maintenance activities, technology insertions, and operational incidents.
Participate in operational planning to ensure customer impacts are identified and effectively communicated.
Work closely with technical leads to balance operational priorities with user expectations.
Support post-incident reviews by identifying communication improvements and customer lessons learned.