Tier 2 Technical Support Lead at ECS FEDERAL LLC in Fairfax, Virginia

Job Description:

ECS is seeking a
Tier 2 Technical Support Lead to work in our
Fairfax, VA office.  

ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency’s (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete ‘Data Services’ solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements.  

We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key.  Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!  

ECS is seeking a
n experienced Tier 2 Technical Support
Lead (hence called the Tier 2 Lead)
to
lead the stand-up and operation of a robust Tier 2 technical support
capability
for all CDM Data Services customers and stakeholders.
The
Tier 2 Lead
will
be responsible for
leading a mid-size team of
Tier 2 System Administrators
in a dynamic 24/7/365 operating environment. The
Tier 2
Lead will
be responsible for
all aspects of daily
Tier 2
operations
, including building and managing a team of
up to
10+ resources
.  The successful candidate will define, staff
,
and lead
implementation
of
Tier
2
– 4 support
services
. 
Standard service desk engineering support will be available Mon-Fri 0800-1800 Eastern, excluding Federal holidays.
Once fully
operational
, ECS will
be responsible for
providing
engineering support
(24x7, 365 days) to remedy operational issues or incidents related to the solution as needed to
maintain
the currency and accuracy of the CDM Dashboards. The
Tier 2
Lead will work with the operations team to implement
24x7 monitoring and alerting to
identify
critical and non-critical issues
,
receive escalations from the Tier 1 service desk,
and triage issues for priority support
. 
 

A key part of the role involves Incident
and Problem
Management throughout the organization
. 
The ideal candidate will have performed incident investigation, root cause analysis, resolution
, Knowledge Base Articles
, and escalation within a cloud based
DevSecOps
operating model
. 
This role will work closely with Site Reliability Engineering (SRE) to implement ongoing improvements to
monitoring
, alerting, system
capacity
, automation, and documentation.
 

The ideal candidate will
have
experience and proven success leading
Tier 2
operations in a
dynamic
,
complex
24/7
cloud-based o
perations environment.
The ideal candidate must be a fast learner, and able to effectively engage resources and work across teams to decompose large, complex problems into workable solutions. An aptitude for learning, strategic planning, and the ability to effectively communicate at all levels of the organization are
a must
.
 

Specific Duties Include: 
 

• Establish and lead a robust
  Tier 2
  Service Desk IT Service Management
  (ITSM)
  Capability, to include Tier
  2
  – 4
  support
  ,
  24
  x
  7 365
  day
  s
  chedul
  ing,
  end-user knowledge management / self-service, end-to-end ticket trackin
  g
  ,
  and reporting
  .
   

• Establish
  Tier 2
  Standard Operating Procedures (SOPs) outlining
  ITSM processes and procedures, including a robust framework for continuous improvement
  and superior customer experience. 
   

• Work with
  internal and external
  stakeholders
  to
  proactively manage
  the
  timely
  and
  effective
  solution of issues

  to achieve compliance with Government-directed Service Level Objectives.
   

• Coordinate with Federal Lead, Service Desk Agents (SDAs), and ticketing tool developers to recommend and coordinate ticket processing continuous
  improvements
  ;
  Drive automation and
  optimize
  efficiency and quality of data collected, reports created
  to
  optimize mission outcomes.