Deputy Shift Lead - Technical Assistance Center (TAC) / Active Secret

Peraton; Kansas City (MO); On-site; USD 66,000 - 106,000; Full time

Job summary

Peraton seeks a Deputy Shift Lead for the Hybrid Cloud Services Tier 2 Service Desk, onsite in Kansas City, Missouri. Lead operations, triage incidents, coordinate with Tier 3, and ensure service delivery for USMC cloud environments.

The role requires a BA/BS with 5+ years of related experience, ITIL knowledge, and experience with AD, Windows Server, and RHEL. DoD clearance is required; mentorship and reporting duties are also included.

Qualifications

• BA/BS or MA/MS in a related field or equivalent work experience.
• 5+ years of relevant experience with leadership and service desk operations.
• Experience with Windows Server and Red Hat Linux (RHEL).
• Experience with ITIL processes and service management tools.

Responsibilities

• Provide leadership and technical expertise to support 24x7 Tier 2 Service Desk operations.
• Coordinate incident, event, and request management activities.
• Maintain and report on datacenter service desk performance and status.
• Mentor junior staff and provide training on datacenter technologies.
• Interface with Tier 3 staff and Incident Manager to resolve issues.
• Support enterprise/datacenter operations in both private and public cloud contexts.

Skills

Leadership

Incident management

Active Directory

Windows Server

RHEL

ITIL

DoD security clearance

Communication

Education

BA/BS or MA/MS in related field

Tools

vCenter

vSphere

VMware VRealize Operations

Remedy

Job description

Responsibilities

Peraton is seeking to hire a Deputy Shift Lead - Hybrid Cloud Tier 2 Service Desk.

Location: On-site in Kansas City, Missouri

Overview:

We are seeking a Deputy Shift Lead for the Hybrid Cloud Services Tier 2 Service Desk to do the following:

• Provide technical expertise and support to the USMC enterprise-level hybrid cloud data center operations.
• Enable USMC world-wide customers the ability to access and operate mission-critical applications in support of warfighter requirements.

Responsibilities include:

• Provide leadership and technical expertise to support operations of 24x7 Tier 2 Service Desk supporting System Administrators with hosting in the USMC enterprise application hosting environments; support Shift Lead.
• Responsible for incident, event management activities supporting enterprise private and commercial cloud data centers.
• Responsible for the execution of Data Center Service Desk processes, functions, activities and tasks.
• Performs: Incident Management, Event Management, Request Fulfillment, Platform Patching, ITSM Queue Management, Bridge Management, Call Center Management actions.
• Monitor and manage datacenter systems to ensure operation, reporting of anomalies, call-out of Tier 3 staff in coordination with Incident Manager and resolution of issues with physical and virtual datacenter environment.
• Maintain knowledge and communicate status of the datacenter environments including providing reporting and updates as needed.
• Support training and development of more junior staff on datacenter-specific technologies and processes.

Qualifications

Basic Qualifications:

• BA/BS degree and minimum of 5 relevant years experience; or MA/MS degree and 3+ years; High School diploma and +11 years in lieu of the bachelors degree.
• Experience and ability to triage incidents and events for effective resolution.
• Experience with Active Directory account and server management and monitoring.
• Experience preparing documentation and briefings for leadership in a concise and effective manner.
• Experience with server administration: Microsoft Windows Server, Red Hat Linux (RHEL).
• Experience with monitoring and management tools such as vCenter, vSphere, VMWare VRealize Operations Manager, LogInsight, Network Insight.
• Knowledge of Backup Systems, SQL Server, Oracle, Storage (SAN & NAS), Networking principles and equipment (CISCO, Palo Alto).
• Knowledge of IT Service Management Processes and concepts with special emphasis on Incident and Event management.
• Demonstrated leadership ability to coordinate work among a small team, provide training and technical direction to team members, mentor and train newly assigned staff.
• Demonstrated customer service capabilities and focus.
• Demonstrated ability to work with a virtual team across locations including coordination, collaboration and effective communication using synchronous and asynchronous tools and techniques.
• Experience with enterprise/datacenter Service Desk Operations including use of a service management tool (Remedy preferred).
• ITIL training OR certification.
• IAT II Certification/8140 certification.
• U.S. citizenship required.
• Active DoD Secret security clearance.

Preferred Qualifications:

• AWS or Azure Certification or Training
• vROPS/VMWare Certification or Training

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.