Infrastructure Service Lead (ISL) dayshift weekends

If this sounds like a mission you want to be a part of, keep reading! Leidos is seeking a Infrastructure Services Lead/Watch Officer to support a large enterprise IT contract for the DOD. The individual will conduct real-time monitoring of the health and status of enterprise services, coordinate with respective service lanes for outage resolution and track outage and changes to the environment through to completion. The individual will leverage their prior experience and Standard Operating Procedures (SOPs) to assist with triage and determining impact for any service disruptions noted through monitoring or via direct communication with Service Desk personnel, mission centers, and government leadership. This individual will work in a team environment to ensure mission needs are met and ensure functionality of capabilities for customers.

This role requires an individual that is technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, monitoring tools such as SolarWinds or Science Logic, and IT Service Management (ITSM) software, such as ServiceNow. This individual should be detail oriented in order to capture customer inquiries, technician updates, and leadership inquiries appropriately, and update corresponding incident tickets, master station logs, chat rooms or other mediums to preserve a proper timeline of events and communications. Role requires excellent oral and written communication skills. This role is responsible for interacting with customers to handle service inquiries and problems. Duties include examining highly complex customer problems and suggesting and implementing appropriate mitigation actions to restore mission capabilities or initiate notification and recall proceedings to expedite outage response. This role analyzes recurring problems and initiates solutions

for preventing reoccurrence. Individuals in this role may be required to remotely log into the end users’ workstations or servers to assist with troubleshooting and triage of impacted services.

This position is for weekend day shift. Work hours will be 0600/6AM - 1800/6PM Saturday and Sunday with two additional 8-hour swing shifts (1400/2PM - 2200/10PM) during the week (Monday and Tuesday tentatively and negotiable). All work must be performed onsite and at the IT Operations Center on Joint Base Anacostia-Bolling (JBAB) in Washington, DC.

Primary Tasks

• Experience with interacting with customers to handle service inquiries and problems.
• Provide support for implementation, troubleshooting and maintenance of IT systems. Rapidly distinguish isolated user problems from enterprise-wide application/system problems.
• Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
• Develop solutions to complex technical issues.
• Identify potential workarounds or alternate services to ensure mission continuity.
• Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment and process improvement initiatives.
• Collect After Action Reports (AARs), assess for completeness, and provide to leadership for review.
• Conduct Technical Exchange Meetings (TEMs) and Crisis Response Team (CRT) meetings to bring together multiple service lanes to expedite the restoration of services/capabilities.
• Support customer requirements in a 24/7/365 mission environment.
• Communicate effectively with IT Operations Center (ITOC) staff, to include the govt representative (Battle Captain), Customer Care Center rep (Service Desk). Network Operations Center (NOC) personnel, and contract or government leadership with frequent updates as required based on severity and impact.
• Conduct thorough shift turnover with outgoing shift and oncoming shifts to ensure relevant information is properly transferred, ongoing outages are tracked accurately, and both IT Operations Center locations are in lock-step.

• Foundational knowledge of Azure Cloud/M365 technologies (SharePoint Online, Exchange Online, Azure Virtual Desktop) in a hybrid-cloud environment.
• Experience with Tier 2 system administration, remoting into physical and virtual servers, reviewing event logs, and other basic troubleshooting fundamentals
• Familiarity with Intelligence Community (IC) standards, terminology, and missions
• Familiarity with Infrastructure Services such as VMware, Hyper-V, Shared Drives, User Profiles, Exchange, SharePoint, SQL, Active Directory/ICAM technologies, SCCM/MECM, PKI, F5 Load Balancers, DNS, DHCP, NTP, Windows Server, Redhat Enterprise Linux (RHEL), and how services are inter-connected and can cause widespread impacts.
• Experience with PowerShell and terminal commands (Windows and Linux) to conduct initial troubleshooting
• Experience troubleshooting issues in a growing environment
• Experience with log reviews, incident analysis, and identification of issue trends
• Experience using Microsoft PowerPoint to build briefings and Microsoft Word to review/edit After Action Reports
• Ability to effectively track multiple disparate situations simultaneously and take effective notes to prevent miscommunication
• Experience using VoIP or Desktop VTC technologies to host conference calls
• Experience with Change Management methodologies
• Experience with Incident and Problem Management fundamentals and assist in determining a single instance vs a broader system issue
• Good time management skills with the ability to arrive for scheduled shifts consistently
• Strong oral and written communications skills
• Track record of working effectively within a team, and support to peers toward improved processes and results
• Experience with IT Service Management (ITSM) ticketing platforms such as ServiceNow.
• Experience using existing SolarWinds, Science Logic SL1/Skylar, or Splunk dashboards for monitoring enterprise services
• Familiarity with Data Center fu
• ndamentals, such as power and cooling technologies, and be able to effectively understand changes in monitored environmentals such as chilled water temperatures, water flow rate, and ambient temperatures using Schneider Electrics Data Center Expert suite.
• Candidate must, at a minimum, meet DoDM 8140.03 (previously DoD 8570) - IT System Admin Intermediate certification requirements (Cloud+, GICSP, SSCP, Security+ CE, GSEC, or higher)

Education

• Masters degree with 4 years, Bachelors with 6 years, Associates with 8 years, or High School diploma with 10 years of related experience in an IT-related field of study.

Security Clearance

• Due to the nature of the government contracts, we support, US Citizenship is required.
• TS/SCI with Counterintelligence (CI) Polygraph required for position or TS/SCI and willingness to obtain a poly.

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business., Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com .