Senior Operations Lead

Chenega Professional Services Strategic Business Unit; Virginia; Vor Ort; USD 175.000 - 180.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Linux

Kubernetes

SRE

Cloud operations

Grafana/Prometheus

ServiceNow

Bash

Python

Markdown docs

Ausbildung

Bachelor’s degree in a technical field

Tools

CKA Certification

RHCSA

Google Cloud Associate Cloud Engineer

IAT Level II certification (DoD 8140)

Jobbeschreibung

Summary

Senior Operations Lead

Tysons Corner, VA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Astraeus Operations (AO) is an SBA-certified 8(a) Small Disadvantaged Business (SBD) subsidiary of the Chenega Corporation, an Alaska Native Corporation (ANC). We are a small business with large business capabilities due to our shared-services Program Management Office (PMO) structure. Through our ISO 9001:2015 certification, we can accomplish the full range of contract services including financial, human capital, recruiting, procurement, security, and technical resources to achieve contract mission requirements. As a result, our ‘small business – big capability’ dynamic benefits our clients through consistent communications and straight-lined workflows, ensuring our accountability to our clients for successful mission fulfillment.

In plain terms, our clients gain a team that’s on the same page to achieve and support the client’s mission. We vigorously respond to clients’ requests without additional costs, delays, or inefficiencies that are often experienced with larger, more cumbersome organizations. AO is eligible for sole source, direct awards up to $100M for DOD and up to $25M for other federal agencies, without J&A. Astraeus is the easy button for a client wishing to take advantage of the rapid, agile, and flexible sole source procurement option. Combined with the shared PMO services, Astraeus offers highly competitive labor rates to fulfill day-to-day contract operations.

The Senior Operations Lead provides on-site technical floor leadership for Google Public Sector’s USG2 Intelligence Community sovereign and classified cloud operations, initially supporting Google Distributed Cloud (GDC) Air-Gapped and expanding to additional sovereign and air-gapped products. As the on-floor subject matter expert, the Lead guides Customer Support Specialists and Systems Engineers, pre-screens Google engineering consults, oversees queue health and shift quality, and drives runbook and alert improvements. The role provides core weekday leadership within a 24/7/365 operation, reviews off-hours consults, and coordinates with Google engineering, PMO, and TAM teams to sustain secure, responsive service.

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.

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.

Preferred Qualifications

• Bachelor’s degree in a technical field or equivalent military/industry experience.
• Prior experience operating in classified SCIF environments or handling sensitive or classified data.
• Prior experience supporting Google Cloud or Google Distributed Cloud (GDC).
• Certified Kubernetes Administrator (CKA), Red Hat Certified System Administrator (RHCSA), or Google Cloud Associate Cloud Engineer certification.

Knowledge, Skills and Abilities

• Strong command-line proficiency with Linux and Kubernetes (kubectl), including troubleshooting pods, nodes, networking, certificates, and role-based access control (RBAC) permissions.
• Strong knowledge of Linux, Kubernetes, cloud infrastructure, networking, and air-gapped operations.
• Ability to guide troubleshooting and assess diagnostic evidence for escalation.
• Sound judgment in runbook execution risks, review requirements, and service restoration.
• Ability to maintain documentation and improve runbooks, alert quality, and operations.
• Strong organization and queue management to sustain service targets and shift continuity.
• Clear communication and coordination across customer support, systems engineering, and Google teams.
• Ability to safeguard classified information and enforce security and data-handling requirements.
• Ability to coach teams and use work-item reviews and operational metrics to improve service quality.
• Ability to lead product adoption and support weekday floor leadership, off-hours reviews, and COOP readiness.

How you’ll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS’s culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/

#Astraeus Operations

Estimated Salary/Wage

USD $175,000.00/Yr. Up to USD $180,000.00/Yr.