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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