4341 Tier 3 Operations Lead

OVERVIEW:

We are seeking a Tier 3 Operations Lead to support a federal civilian customer in a highly regulated, mission-critical environment. This role provides technical leadership for a small operations team responsible for Tier 1-3 incident management and serves as the final escalation point for complex system and user issues. The ideal candidate brings deep hands-on troubleshooting expertise, experience supporting end users directly, and the ability to lead operational teams while maintaining compliance with federal policies and standards.

GENERAL DUTIES:

• Lead, mentor, and provide technical direction to a Tier 1-3 operations support team
• Serve as the final escalation authority for complex, high-severity technical incidents
• Perform advanced troubleshooting, root cause analysis, and resolution of Tier 3 issues
• Analyze, write, and optimize SQL queries in support of incident resolution, data validation, and reporting
• Develop and maintain automation and diagnostic scripts using Bash or PowerShell
• Provide direct operational support to federal users and stakeholders, including issue resolution and escalation coordination
• Support and troubleshoot Identity and Access Management (IAM) solutions, including proprietary and commercial off-the-shelf (COTS) tools
• Ensure incidents, problems, and changes are managed in accordance with established ITIL-based service management processes
• Collaborate with engineering, security, and program stakeholders to resolve systemic issues
• Identify trends, recurring issues, and operational gaps; recommend and implement continuous process improvements
• Ensure operational activities comply with federal security, privacy, and audit requirements

REQUIRED QUALIFICATIONS:

• Minimum of 5 years of professional experience in technical operations, systems support, service desk, or a related field
• Demonstrated experience acting as a senior escalation point for Tier 3 support
• Strong hands-on experience with SQL query development and troubleshooting
• Experience developing scripts using Bash or PowerShell
• Experience providing direct support to users or customers in a regulated environment
• Experience supporting Identity and Access Management (IAM) systems (proprietary or COTS)
• Strong written and verbal communication skills appropriate for federal civilian customers
• Ability to operate effectively in fast-paced, service-oriented environments

DESIRED QUALIFICATIONS:

• Experience supporting federal civilian agencies (e.g., HHS, CMS, SSA, IRS, or similar)
• Familiarity with federal security and compliance frameworks (e.g., FISMA, NIST 800-53)
• ITIL Foundation or equivalent service management certification
• Experience supporting healthcare, financial, or privacy-sensitive systems
• Experience contributing to audits, assessments, or compliance activities

CLEARANCE:

• U.S. Citizenship and the ability to successfully obtain and maintain a CMS Public Trust suitability determination.