Customer Support Engineer

Leidos is seeking a Senior Customer Operations Support Engineer for a technical development program of 200+ FTE supporting the Sponsor’s Attribute/Entitlement Services within the IDAM/ICAM space.

The Operations Support Engineer is responsible for the daily operational objectives to support the Fort Independence IT Services deployed across multiple data center and cloud environments. Organizational tasks include being the customer organization’s representative in the customer review boards, status meetings, and serving as the communications conduit related to customer IT announcements and requirements. This position supports multiple application teams across the program by helping facilitate Enterprise processes for change and incident management. The Operations Support Engineer will also be the primary point of contact for program software and hardware procurements, working with application teams to follow enterprise procurement processes.

Primary Responsibilities

• Attend daily operations status calls representing the Fort Independence program
• Manage Software and Hardware Procurement Processes
• Work with individual team leads to determine software and hardware needs.
• Work with budget to make them aware of upcoming procurements and ensure funding is available.
• Work with customer to procure hardware and software.
• Manage software licenses.
• Review and assess software changes to ensure quality, compatibility, and adherence to standards
• Coordinate response efforts during software outages, including troubleshooting and engaging appropriate 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
• Provide monthly report to contract management tracking the number of change requests completed by each team.
• Support Weekly Operations Meetings
• Review team's weekly change requests for accuracy.
• Submit weekly change requests for customer approval. 
• Monitor Changes in the Customer IT Environment throughout the day
• Monitor enterprise communications for changes in the environment
• Communicate any changes in the customer IT environment to the teams
• Facilitate IT Support for Teams
• Assist users with IT requests and concerns
• If unable to assist them, escalate to enterprise IT team. 
• Provide operational support to teams with incident tickets and system changes
• Support local IT and facility issues
• Communicate agency initiatives and/or cybersecurity alerts to Operations Manager
• Communicate IT operational status to Operations Manager and customer as needed
• Handling of projects from initiation to resolution, ensuring timely and effective outcomes

Required Skills

• Active TS w/Polygraph and requires BS degree and 12+ years of prior relevant experience. Additional experience in lieu of degree.
• Experience with IT Operations effectively communicating at senior levels within a customer organization
• Experience with Incident Management - Identifying, assessing, and handling occurrences to minimize disruption, restore normal operations, and document solutions to prevent recurrence.
• Experience in change management - Guide teams through transformation processes; this includes identifying stakeholders, assessing the impact, providing relevant information at the appropriate cadence, and monitoring implementation.
• Experience in Technical Communication - Communicating comprehensive, complex information clearly and effectively to both specialized and general audiences, ensuring understanding and facilitating decision-making.

Desired Skills

• Hands-on ServiceNow platform experience
• Dashboarding and implementation of reporting automations
• Experience using JIRA and Confluence boards

FIP

#MSBA

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Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.