EDGAR PDS Support Desk Leader (AWS | Python)

AmeriSOURCE Consulting, Inc.; Reston (VA); Híbrido; USD 140.000 - 180.000; Jornada completa

Descripción de la vacante

AmeriSOURCE Consulting, Inc. in Reston, VA and the Washington, D.C. area is seeking an EDGAR PDS Support Desk Manager to lead day-to-day production support and service desk operations.

You will oversee incidents, service requests, and escalations, coordinating across engineering and operations teams to ensure stability of mission-critical applications. The ideal candidate has 5+ years in application support with hands-on AWS and Python scripting experience, plus strong leadership and

Formación

• Minimum 5 years in application support or production operations.
• Experience leading or managing a technical support or production support team.
• Hands-on experience supporting AWS-hosted applications.
• Working knowledge of Python scripting for troubleshooting and automation.
• Experience with incident, problem, change, and service request management.
• Ability to troubleshoot complex issues across multiple teams.
• Familiarity with monitoring, logging, alerting, and production diagnostics.
• Strong communication for coordinating with technical teams and stakeholders.

Responsabilidades

• Lead daily support desk operations for the EDGAR PDS environment.
• Manage incidents, service requests, and escalations through resolution.
• Serve as primary escalation point for high-priority production issues.
• Coordinate troubleshooting across application, AWS, database, and infrastructure teams.
• Monitor queues, SLAs, priorities, and recurring issues.
• Lead incident triage and engage resources to resolve critical issues.
• Conduct root cause analysis and coordinate corrective actions.
• Maintain SOPs, guides, and escalation procedures.
• Use Python scripts and automation to support diagnostics and reporting.
• Support AWS-hosted applications and services and troubleshoot cloud components.
• Prepare operational reports on incidents, SLAs, risks, and performance.
• Collaborate with development to improve supportability and production readiness.
• Coordinate releases, deployments, and production changes.
• Mentor support analysts and promote consistent service desk practices.
• Foster a customer-focused culture with timely resolutions and accountability.

Conocimientos

Leadership

Communication

Customer service

Problem-solving

Organization

Collaboration

Continuous improvement

Herramientas

AWS Cloud

Python scripting

CloudWatch

Monitoring tools

Descripción del empleo

AmeriSOURCE Consulting, Inc. in Reston, VA and the Washington, D.C. area is seeking an EDGAR PDS Support Desk Manager to lead day-to-day production support and service desk operations.

You will oversee incidents, service requests, and escalations, coordinating across engineering and operations teams to ensure stability of mission-critical applications. The ideal candidate has 5+ years in application support with hands-on AWS and Python scripting experience, plus strong leadership and