Cloud Services Support Engineer (SME II)

NexGen Data Systems is seeking a Cloud Service Support Engineer (SME II). The Cloud Service Support Engineer (SME II) will recommend configuration changes, test, operate, monitor, and manage network devices including hardware, software, and operating systems that permit information sharing across the full spectrum of Navy Flank Speed Cloud Transport using all media. Supports the security of information and information systems.

Roles & Responsibilities:

• Leverage best practice BA/BI data correlation, aggregation and reporting in support of the Enterprise M365 SaaS capabilities
• Develop dashboards, reports, presentations and actionable recommendations and escalations related to M365 SaaS enterprise service performance and quality
• Identify performance measures or indicators of service performance, quality and compliance with SLAs/SLRs
• Develop/Deliver monthly performance reports on-time and on-quality
• Create Executive level dashboards to effectively communicate/socialize M365 SaaS performance to customer commands (CONUS & OCONUS)
• Facilitate ongoing assessments and reporting of overall conformance to and compliance with Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) defined within the DoD Enterprise Service Management Framework (DESMF), DoDI 8440.01 Information Technology Service Management (ITSM), and COMNAVIFOR M-2620.2 Navy Process Reference Model where applicable
• Develop dashboards, reports, presentations and actionable recommendations and escalations related to Flank Speed Transport service performance and quality
• Routinely monitor circuit bandwidth capacity and make recommendations for bandwidth increases
• Identify transport anomalies and coordinate resolution with appropriate organizations
• Implement robust encryption protocols to protect data during transport. Proactively monitor vulnerabilities to transport services
• Conduct network diagnostics, performance optimization and incident resolution

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Active Department of Defense Top Secret security clearance required.
• DoD Approved 8570 / 8140 OS and Cybersecurity certifications required.
• IAT Level II: CompTIA Security+, or CySA+, or SSCP
• Microsoft Certified: Power BI Data Analyst Associate or similar
• 3+ years IT experience with significant experience with operational metrics correlation, reporting, and dash boarding in a Microsoft SaaS environment
• Familiarity with concepts of data integration and normalization
• Experience working in an IT environment in an operational capacity
• Ability to gather metrics and report on relevant findings
• Ability to use professional knowledge to collaborate with multiple competencies within the Navy
• Comprehensive understanding of SLAs/SLRs and service performance quality tools, processes, and procedures
• Technical understanding with ability to translate reports into mission capabilities
• Practical application of statistical, numerical and analytical principles and processes
• Relationship management and conflict resolution skills
• Proficiency in M365 and Microsoft Office applications including Word, Visio, Project, and PowerPoint
• Proficient to Master level Microsoft Excel and Access skills
• Excellent written and verbal communication skills
• Knowledge of Information Technology Service Management (ITSM) and ITIL Framework
• Knowledge of performance measurements and metrics methods and concepts
• Knowledge of Figures of Merit (FOM), Critical Success Factors (CSF) and Key Performance Indicators (KPI)
• Knowledge of pertinent Government laws and information technology regulations as well as applicable laws, policies, standards and guidance
• Knowledge of DoD requirements definition and how requirements drive KPPs, KSAs, SLAs and SLRs
• Knowledge of DoD and DON acquisition management principles, policies and procedures

Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Disability insurance, Paid holidays Full-time 112 Lake View Parkway, Suffolk, VA 23435, * Company covers 100% of premiums for the employee’s medical, dental, and vision insurance and subsidizes premiums for spouse and dependents.

• Company provides short and long term disability plans.
• 401(k) match up to 10% of the employee’s salary contributions to 401(K) plan.
• Comprehensive training and development program.
• 11 paid holidays and paid time off (PTO) accrual level starts at 15 days annually.

NexGen Data Systems is an emerging technologies focused company providing expert systems and network engineering solutions to the Department of Defense. NexGen Data Systems promotes a culture of knowledge and career advancement through continued learning, keeping our team current on the latest advances in systems and networking, and enabling our team to provide the best available solutions to our clients.