# Senior Customer Operations Support Engineer

**Company**: Leidos
**Location**: Chantilly, VA
**Experience**: senior
**Job type**: full-time
**Salary**: $131,300.00 - $237,350.00
**Category**: Engineering
**Industry**: Technology

**Apply**: https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Chantilly-VA/Customer-Support-Engineer_R-00196256?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0954cb95-6c0

## Description

Leidos is seeking a Senior Customer Operations Support Engineer for a technical development program supporting the Sponsor's Attribute/Entitlement Services within the IDAM/ICAM space.

The Operations Support Engineer will be responsible for daily operational objectives, supporting Fort Independence IT Services across multiple data centre and cloud environments.

Key Responsibilities:

- Attend daily operations status calls representing the Fort Independence program

- Manage software and hardware procurement processes, working with individual team leads, budget, and customers

- Review and assess software changes for quality, compatibility, and adherence to standards

- Coordinate response efforts during software outages, including troubleshooting and engaging support resources

- Provide timely communication to leadership regarding system outages, impact assessments, and resolution status

- Monitor expiration dates for software and renew when necessary

- Provide monthly metrics to management and reports to contract management

- Support weekly operations meetings, reviewing team's weekly change requests, and submitting them for customer approval

- Monitor changes in the customer IT environment and communicate them to teams

- Facilitate IT support for teams, assisting users with IT requests and concerns, and escalating to enterprise IT if needed

- Handle projects from initiation to resolution, ensuring timely and effective outcomes

Requirements:

- Active TS w/Polygraph and BS degree

- 12+ years of prior relevant experience

- Experience with IT operations, incident management, change management, and technical communication

Desired Skills:

- Hands-on ServiceNow platform experience

- Dashboarding and implementation of reporting automations

- Experience using JIRA and Confluence boards

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## Skills

### Required
- IT Operations
- Incident Management
- Change Management
- Technical Communication
- BS degree
- TS w/Polygraph

### Nice to have
- ServiceNow
- Dashboarding
- JIRA
- Confluence

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Source: [Apply at leidos.wd5.myworkdayjobs.com](https://leidos.wd5.myworkdayjobs.com/en-US/External/job/Chantilly-VA/Customer-Support-Engineer_R-00196256?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)