Senior Field Operations Lead - 24/7 Outage Response (Remote)

Computer World Services Corp.; Oregon; Hybrid; USD 110,000 - 140,000; Full time

Job summary

Computer World Services Corp. is seeking a Field Operations Lead to oversee and coordinate field-support operations for USMEPCOM ENLIST, managing technician assignments, on-call coverage, outages, and MEPS relocations across MEPS locations.

The role requires a bachelor’s in IT/CS, 6+ years in IT operations, and experience coordinating incident response with cross-functional teams. Remote work with travel to USMEPCOM sites is expected.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Six (6) or more years of experience supporting enterprise IT operations, including at least two (2) years leading technical teams or coordinating outage-response activities.
• Experience coordinating technician assignments, schedules, incident response, or field support with network, systems, telecommunications, or infrastructure teams.
• Ability to coordinate multiple teams and service providers during time-sensitive events and to produce clear incident documentation and status reports.
• Strong written and verbal communication skills, including during critical incidents.

Responsibilities

• Lead day-to-day field operations across USMEPCOM Headquarters and supported MEPS locations, assigning technicians based on site requirements, qualifications, workload, and geographic coverage.
• Develop and maintain field-support schedules, rosters, escalation paths, and on-call coverage supporting the program's 24/7/365 outage-response capability.
• Coordinate field response to network, system, application, telecommunications, power, cabling, and equipment outages, dispatching personnel, vendors, or service providers.
• Organize hourly status updates for SEV 1 and SEV 2 incidents and provide clear operational updates to the ORT Lead, Service Desk leadership, program management, and Government stakeholders.
• Maintain incident timelines documenting notifications, dispatches, troubleshooting, decisions, workarounds, and restoration; elevate resource shortages, access problems, and vendor delays.
• Verify that technicians follow approved troubleshooting, safety, security, change-control, and recovery procedures, and coordinate approved workarounds.
• Gather field evidence for root-cause analysis and incident reports, and support quarterly review of outage-response procedures and the Incident Response Plan.
• Plan and coordinate installations, refreshes, maintenance, MEPS relocations, site surveys, network-drop requirements, and cable-management activities.
• Ensure field teams update site records, diagrams, equipment information, and tickets after work, and track assignments, arrival and departure times, and completion evidence.
• Maintain contact lists, field guides, SOPs, checklists, call trees, and dispatch instructions; identify readiness gaps in coverage, tools, spares, and access.
• Provide field-operations status, outage statistics, risks, and corrective actions for program reporting, and participate in readiness and after-action reviews.

Skills

Leadership

Incident response

Field operations

Communication

IT operations

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

ITIL

Job description

Computer World Services Corp. is seeking a Field Operations Lead to oversee and coordinate field-support operations for USMEPCOM ENLIST, managing technician assignments, on-call coverage, outages, and MEPS relocations across MEPS locations.

The role requires a bachelor’s in IT/CS, 6+ years in IT operations, and experience coordinating incident response with cross-functional teams. Remote work with travel to USMEPCOM sites is expected.