Service Maintenance Lead

Title: Service Maintenance Lead


Location: Chantilly, VA


US Citizenship Required: Yes


Clearance: Active TS/SCI with CI polygraph


Status: Full-time; contingent upon contract award

Description:


Invictus, a Red River company, delivers technology and services supporting government and national security missions. We combine cleared mission expertise with enterprise engineering, technology partnerships and large-program execution in support of advanced modernization, cybersecurity, intelligence and systems integration. Our teams support complex operational environments across the U.S. and around the world, helping customers strengthen resilience, accelerate mission outcomes and deploy capabilities that meet demanding mission requirements. Learn more at www.InvictusIC.com.

Job Details:


Invictus is seeking a Service Maintenance Lead to oversee operations and maintenance of enterprise cybersecurity services supporting the NRO. The Maintenance Lead oversees and coordinates maintenance performed by Tier 1–4 support entities and makes sure Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are consistently met. As the senior technical authority for break/fix operations, this role ensures seamless incident resolution and problem management across the contract.


Responsibilities:

• Direct Tier 1, 2 and 3 maintenance staff and coordinate with Tier 4 vendor and product experts on escalations, warranty, sparing, bug fixes and remediation


• Monitor SLA/OLA and key performance indicator results; identify adverse trends and drive corrective action


• Own incident, problem and change management processes in the ITSM tool (ServiceNow), including incidents, requested items and requests for change


• Oversee lifecycle management, patching, reconfiguration and recapitalization to preserve and restore cybersecurity services


• Maintain system security posture through ongoing accreditation activities needed for a valid Authority to Operate


• Coordinate maintenance across geographically distributed CONUS and OCONUS sites and with site leads


• Lead root cause analysis on recurring outages and participate in anomaly response teams as directed


• Support 24x7 emergency response for outages and critical events

Requirements:

• Bachelor's degree in Computer Science, Cybersecurity, IT or a related STEM field and one of the following: CISSP, CISM, CCISO, GCDA, Security+ CE, CySA+ or equivalent


• 5+ years of program management or equivalent relevant experience with IT services, including operations and maintenance


• Qualified for a DoD 8140 Category E role (Cyber Workforce Developer 751, Manager or Executive Cyber Leader 901, or IAM Level III)


• Active TS/SCI with CI polygraph

Desired Qualifications:

• Experience within the NRO and its mission partner community


• Advanced degree and certifications in IT process improvement or capability frameworks (e.g., ITIL, COBIT, ISO, CISSP, Agile)


• ITIL 4 certification with hands-on incident and problem management experience


• Experience maintaining SIEM, endpoint security, perimeter and cross domain systems in a classified environment


• Experience managing SLA/OLA-driven service delivery with multiple service providers


• 5+ years of cybersecurity, SOC or cyber incident response experience

Equal Opportunity Employer/Veteran/Disabled