Tier 3 Operations Engineer -Springfield, VA

ALTECH SOLUTIONS, LLC•Rolling Hills Estates, CA

6d•Hybrid

About The Position

Altech Solutions is seeking three Tier 3 Operations Engineers to provide 24x7x365 shift coverage for the TSA DISCOVER II program. This role supports the STIP platform, which connects approximately 15,000 transportation security equipment units across 440 airports. The engineers will be on the front line of a Severity-1 SLA structure, directly contributing to the program's 98.9% Availability KPP. The position requires working nights, weekends, and holidays on a structured rotation. The role is contingent on contract award, with a potential for a proposal-phase consulting engagement for senior candidates.

Requirements

Minimum 4 years of IT operations / Tier 3 support experience.
Willingness and availability to work rotating shifts including nights, weekends, and holidays.
Strong SQL fundamentals (basic queries, data validation, simple updates under change control).
Hands-on experience with at least one enterprise ITSM tool (ServiceNow, Remedy, Jira Service Management, or equivalent).
Familiarity with batch process monitoring and automated data transfer monitoring.
U.S. Citizenship and ability to obtain Public Trust with SSI access.

Nice To Haves

Direct STIP, DISCOVER I, or STEMM Tier 3 experience
Prior role with ASRC Federal supporting TSA STIP O&M.
ITIL Foundation certification.

Responsibilities

Provide Tier 3 incident response, triage, and resolution across STIP applications and infrastructure during your shift window.
Execute the daily operational verification checklist; monitor overnight batch processes and automated data transfers.
Engage Sev-1 incidents within SLA (≤8 hours including non-business hours), coordinate with on-call DBA, Network Engineer, and OEM contacts as needed.
Document all incidents in ServiceNow (or equivalent ITSM) with full RCA contributions for incident review.
Run data correction scripts under change control; coordinate emergency releases with the O&M Lead.
Hand off cleanly across shifts; maintain an accurate operational log.