Lead II - Product Support

Compunnel, Inc.; Richmond (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

A technology solutions firm is seeking a Lead II – Product Support to oversee user permissions, file validation, and system administration across GBAS environments. The ideal candidate will have strong operational focus and troubleshooting skills, with experience in providing product support. This role includes maintaining vendor relationships, completing periodic audits, and overseeing ticket management for ongoing system maintenance and optimization activities. This position is located in Richmond, Virginia.

Qualifications

• Experience providing product support or system administration in a multi-environment setup.
• Hands-on experience with permission maintenance and file validation.
• Ability to work independently and manage maintenance cycles.

Responsibilities

• Maintain and audit user permissions across all GBAS environments.
• Validate various letter files and perform GBAS backup tape validation.
• Monitor and manage the SolarWinds/GBAS Admin ticket queue.

Skills

Product support experience

System administration

Analytical skills

Troubleshooting

Communication skills

Job description

Overview

The Lead II – Product Support role is responsible for providing administrative and front-end user support for GBAS systems across multiple environments.

This role oversees permission maintenance, file validation, ticket queue management, development deployment coordination, data loading, optimization, and backup-related activities. The position requires strong operational focus, attention to detail, and the ability to support ongoing system maintenance, performance, and troubleshooting tasks.

Key Responsibilities

• Maintain and audit user permissions across all GBAS environments.
• Validate various letter files, including PendLetter, Elig/Cobra, and related test file generation.
• Perform GBAS backup tape validation and support associated backup processes.
• Complete L837 validation tasks and support data integrity checks.
• Monitor and manage the SolarWinds/GBAS Admin ticket queue, completing tickets and addressing issues promptly.
• Participate in GBAS development discussions and provide support for consulting and brainstorming activities.
• Coordinate and complete development deployments.
• Perform offshore permission maintenance for PROD, TEST, and Training environments.
• Conduct quarterly audits including PROCP permission audits, OpenVMS audits, and backup refresh tests.
• Execute ad hoc lower-environment system refreshes as required.
• Monitor and maintain disk space availability for daily operations and maintenance tasks.
• Create, maintain, and enhance automated OpenVMS jobs to improve system performance and efficiency.
• Complete monthly maintenance activities including:
• File loads in PROD and TEST
• Claims Edit System (CES) file loads
• ICD and HCPC code updates
• Perform optimization and data purging using PCLHIS.
• Maintain adequate disk space to ensure uninterrupted maintenance operations.
• Maintain vendor relationships and support coordination activities.

Required Qualifications

• Experience providing product support or system administration in a multi-environment setup.
• Hands-on experience with permission maintenance, file validation, and system auditing.
• Experience working with ticketing queues and resolving operational issues.
• Ability to coordinate deployments and collaborate with development teams.
• Experience supporting OpenVMS environments or similar legacy infrastructures.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work independently and manage recurring monthly or quarterly maintenance cycles.
• Strong communication and documentation skills.

Preferred Qualifications

• Experience with automated job creation and performance optimization in OpenVMS or similar systems.
• Familiarity with enterprise-grade data loading, purging, and optimization processes.