Mission-Critical Support Desk Lead (Hybrid—AWS/Python)

Inadev; Reston (VA); Hybrid; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

Inadev seeks a hands-on EDGAR PDS Support Desk Manager to lead day‑to‑day production support for the SEC’s EDGAR PDS environment. You will guide incidents, service requests, and escalations, coordinating across application, AWS, and engineering teams to ensure high availability of a mission‑critical system.

The ideal candidate combines customer‑facing leadership with strong technical knowledge of AWS, Python, and production operations, and will mentor the support staff while driving process

Qualifikationen

• 5+ years of experience in application support, production operations, service desk, or related IT support roles.
• Experience leading or managing a technical support or production support team.
• Hands‑on experience supporting applications hosted in AWS and familiarity with Python scripting and automation.

Aufgaben

• Lead daily operations of the EDGAR PDS Support Desk, ensuring responsive and professional support to users.
• Manage incidents, service requests, problem tickets, and escalations from identification through resolution.
• Serve as the primary escalation point for complex or high-priority production support issues.
• Coordinate troubleshooting across application, AWS cloud, database, infrastructure, and engineering teams.
• Monitor ticket queues, aging items, priorities, service levels, and recurring production issues.
• Lead incident triage and ensure appropriate technical resources are engaged for critical issues.
• Support root-cause analysis and drive corrective and preventive actions for recurring problems.
• Develop and maintain SOPs, troubleshooting guides, knowledge articles, and escalation procedures.
• Use Python and automation where appropriate to improve support processes and diagnostics.

Kenntnisse

Leadership

AWS

Python

Incident management

Service desk

Communication

Tools

ServiceNow

Jira

AWS CloudWatch

Jobbeschreibung

Inadev seeks a hands-on EDGAR PDS Support Desk Manager to lead day‑to‑day production support for the SEC’s EDGAR PDS environment. You will guide incidents, service requests, and escalations, coordinating across application, AWS, and engineering teams to ensure high availability of a mission‑critical system.

The ideal candidate combines customer‑facing leadership with strong technical knowledge of AWS, Python, and production operations, and will mentor the support staff while driving process