Tier 3 Operations Lead

Bana Solutions; Chantilly (VA); On-site; USD 110,000 - 145,000; Full time

Job summary

Bana Solutions is seeking a Tier 3 Operations Lead to support a U.S. Government customer in a secure, mission-critical environment.

You will provide technical leadership for a small operations team handling Tier 1-3 incidents and serve as the final escalation point for complex issues. The role requires hands-on troubleshooting, SQL expertise, and scripting in Bash or PowerShell, with DoD security policy compliance and Top Secret clearance.

Qualifications

• Minimum of 5 years of professional experience in technical operations, systems support, service desk, or a related field.
• Senior escalation point for Tier 3 support.
• Strong hands-on experience with SQL query development and troubleshooting.
• Experience developing scripts using Bash or PowerShell.
• Experience providing direct support to end users or customers in a secure or regulated environment.
• Experience supporting Identity and Access Management (IAM) systems (proprietary or COTS).
• Strong written and verbal communication skills suitable for government customers.
• Ability to operate effectively in high-pressure, mission-critical environments.

Responsibilities

• Lead, mentor, and provide technical direction to a Tier 1-3 operations support team.
• Serve as the final escalation authority for complex or high-severity technical incidents.
• Perform advanced troubleshooting, root cause analysis, and resolution of Tier 3 issues.
• Analyze, write, and optimize SQL queries in support of incident resolution, data validation, and reporting.
• Develop and maintain automation and diagnostic scripts using Bash or PowerShell.
• Provide direct operational support to government users, including issue resolution and escalation coordination.
• Support and troubleshoot Identity and Access Management (IAM) solutions, including proprietary and commercial off-the-shelf tools.
• Ensure incidents, problems, and changes are handled in accordance with established ITIL-based processes.
• Coordinate with engineering, cybersecurity, and government stakeholders to resolve systemic issues.
• Identify trends, recurring issues, and operational gaps; recommend and implement process improvements.
• Ensure compliance with DoD security policies, procedures, and audit requirements.

Skills

SQL

IAM

Top Secret clearance

DoD security policies

Communication

Tools

Bash

PowerShell

Job description

OVERVIEW:

We are seeking a Tier 3 Operations Lead to support a U.S. Government customer in a secure, mission-critical environment. This role provides technical leadership for a small operations team responsible for Tier 1-3 incident management and serves as the final technical escalation point for complex system and user issues. The ideal candidate has deep hands‑on troubleshooting experience, a strong understanding of operational support in classified environments, and the ability to lead personnel while maintaining compliance with government security and operational requirements.

GENERAL DUTIES:

• Lead, mentor, and provide technical direction to a Tier 1-3 operations support team
• Serve as the final escalation authority for complex or high‑severity technical incidents
• Perform advanced troubleshooting, root cause analysis, and resolution of Tier 3 issues
• Analyze, write, and optimize SQL queries in support of incident resolution, data validation, and reporting
• Develop and maintain automation and diagnostic scripts using Bash or PowerShell
• Provide direct operational support to government users, including issue resolution and escalation coordination
• Support and troubleshoot Identity and Access Management (IAM) solutions, including proprietary and commercial off‑the‑shelf (COTS) tools
• Ensure incidents, problems, and changes are handled in accordance with established ITIL‑based processes
• Coordinate with engineering, cybersecurity, and government stakeholders to resolve systemic issues
• Identify trends, recurring issues, and operational gaps; recommend and implement process improvements
• Ensure compliance with DoD security policies, procedures, and audit requirements

REQUIRED QUALIFICATIONS:

• Minimum of 5 years of professional experience in technical operations, systems support, service desk, or a related field
• Demonstrated experience acting as a senior escalation point for Tier 3 support
• Strong hands‑on experience with SQL query development and troubleshooting
• Experience developing scripts using Bash or PowerShell
• Experience providing direct support to end users or customers in a secure or regulated environment
• Experience supporting Identity and Access Management (IAM) systems (proprietary or COTS)
• Strong written and verbal communication skills suitable for government customers
• Ability to operate effectively in high‑pressure, mission‑critical environments

DESIRED QUALIFICATIONS:

• Experience supporting DoD or Intelligence Community (IC) customers
• Familiarity with DoD security frameworks and policies (e.g., RMF, STIGs)
• ITIL Foundation or equivalent certification
• Experience with incident response, sustainment, or operational readiness programs
• Prior experience working in classified or air‑gapped environments

CLEARANCE:

• Top Secret clearance minimum