Senior Cloud Operations Lead - USG2 Intel Cloud

Chenega Professional Services Strategic Business Unit; Virginia; On-site; USD 175,000 - 180,000; Full time

Job summary

Chenega MIOS in Tysons Corner, VA is seeking a Senior Operations Lead to oversee on-site floor support for Google Public Sector's sovereign and air-gapped cloud operations. You will guide Customer Support Specialists and Systems Engineers, review escalations, manage queue health, and ensure SOPs and runbooks are up to date.

The role requires TS clearance with SCI eligibility, DoD 8140/IAT II certification, and hands-on Linux/Kubernetes experience; familiarity with Google Cloud and 24/7

Qualifications

• 5+ years of hands-on experience in Linux systems administration, cloud operations, Site Reliability Engineering (SRE), or Kubernetes administration.
• Experience with monitoring and logging tools such as Grafana and Prometheus and ticketing systems such as ServiceNow.
• Practical scripting ability in Bash or Python and proficiency updating technical documentation and runbooks in Markdown.
• Possess and maintain an active DoD 8140/IAT Level II qualifying certification.
• Successfully complete Google’s extended workforce onboarding and badging process and maintain applicable government-contract compliance, including mandatory security and cyber training.
• Active TS clearance with SCI eligibility.
• Successfully pass background and drug screening.

Responsibilities

• Lead USG2 floor operations during core weekday hours; provide technical guidance and coaching to Customer Support Specialists and Systems Engineers.
• Pre-screen engineering consults and escalations during core hours; review 100% of off-hours consults on the next business day.
• Oversee queue health, shift Queue Manager coverage, and response/follow-up compliance, including 15-minute critical P0/P1 FMR, 2-hour P2 FMR (24/7), and 4-hour P3/P4 FMR (business hours).
• Conduct daily operational quality reviews, address work-item flags, support personnel performance management and coaching based on quality and SLA metrics, and drive corrective actions across case management, runbooks, alerts, and handoffs.
• Maintain tiered runbooks and coordinate documentation updates and reproducible bugs with Google engineering.
• Track the weekly Top-10 noisy alerts and drive tuning or suppression recommendations.
• Ensure complete shift handoffs, warm handovers for active P1s, and prompt acceptance of incoming cases.
• Review customer communications for required approval and coordinate operational priorities and deliverables with Google engineering, PMO, and TAM teams.
• Lead adoption of new sovereign or classified products into health checks, runbooks, and reporting while preserving team role boundaries.
• Support continuous coverage and COOP readiness; ensure 15-minute responses to urgent Google inquiries and relay customer meeting takeaways within 1 hour.
• Coordinate weekly reporting on service compliance, runbooks, alerts, quality trends, and staffing; support government accreditation and COOP exercises.
• Other duties as assigned.

Skills

Linux

Kubernetes

SRE

Cloud operations

Grafana/Prometheus

ServiceNow

Bash

Python

Markdown docs

Education

Bachelor’s degree in a technical field

Tools

CKA Certification

RHCSA

Google Cloud Associate Cloud Engineer

IAT Level II certification (DoD 8140)

Job description

Chenega MIOS in Tysons Corner, VA is seeking a Senior Operations Lead to oversee on-site floor support for Google Public Sector's sovereign and air-gapped cloud operations. You will guide Customer Support Specialists and Systems Engineers, review escalations, manage queue health, and ensure SOPs and runbooks are up to date.

The role requires TS clearance with SCI eligibility, DoD 8140/IAT II certification, and hands-on Linux/Kubernetes experience; familiarity with Google Cloud and 24/7