EDGAR PDS Production Support Lead (Hybrid/AWS)

QBA Worldwide; Reston (VA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

QBA Worldwide is seeking an EDGAR PDS Support Desk Manager to lead day-to-day production support and service desk operations for the SEC’s EDGAR PDS environment. The role ensures timely issue resolution, stability, and availability of mission-critical applications with hybrid work in Reston and DC-area client sites.

Ideal candidates will have hands-on AWS experience, Python scripting skills, and strong leadership in application support and production operations.

Qualifications

• 5+ years in application support, production ops, service desk or related IT support functions.
• Experience leading or managing a technical support or production support team.
• Hands-on experience supporting AWS-hosted applications.
• Python scripting for troubleshooting, automation, monitoring, reporting, or support.
• Experience with incident, problem, change, and service request management.
• Ability to troubleshoot complex issues across multiple technical teams.
• Experience using monitoring, logging, alerting, and production diagnostic tools.
• Familiarity with ticket management systems, SLAs, escalation procedures, and performance metrics.
• Experience supporting mission-critical applications requiring high availability.

Responsibilities

• Lead daily support desk operations for the EDGAR PDS environment.
• Manage incidents, service requests, problem tickets, and escalations through resolution.
• Serve as the primary escalation point for complex and high-priority production issues.
• Coordinate troubleshooting across application, AWS cloud, database, infrastructure, and engineering teams.
• Monitor ticket queues, ticket aging, priorities, SLAs, and recurring issues.
• Lead incident triage and engage appropriate technical resources to resolve critical production issues.
• Conduct root cause analysis and coordinate corrective and preventive actions.
• Maintain SOPs, troubleshooting guides, knowledge articles, and escalation procedures.
• Use Python scripts and automation to support diagnostics, reporting, and repetitive operational tasks.
• Support AWS-hosted applications and services, including troubleshooting cloud components and environments.
• Prepare operational reports covering incidents, service levels, recurring issues, risks, and support performance.
• Collaborate with development and engineering teams to improve application supportability and production readiness.
• Coordinate releases, deployments, maintenance activities, and production changes.
• Mentor support analysts and promote consistent service desk practices.
• Foster a customer-focused support culture emphasizing timely resolution, clear communication, accountability, and continuous improvement.

Skills

App Support

Production Ops

AWS Support

Python Scripting

Incident & Change Mgmt

Monitoring & Diagnostics

SLA & Escalations

Leadership

Cross-functional Coordination

Operational Reporting

Tools

AWS CloudWatch

Job description

QBA Worldwide is seeking an EDGAR PDS Support Desk Manager to lead day-to-day production support and service desk operations for the SEC’s EDGAR PDS environment. The role ensures timely issue resolution, stability, and availability of mission-critical applications with hybrid work in Reston and DC-area client sites.

Ideal candidates will have hands-on AWS experience, Python scripting skills, and strong leadership in application support and production operations.