nThe Cloud Service Support Engineer

The Leidos Digital Sector is seeking a highly skilled and experienced Cloud Service Support Engineer III to join our team. This role will lead the engineering and implementation of solutions enabling key service dependencies, including identity management, authentication, routing, and hybrid integrations across on-premise, cloud, and HCI stack resources. This role directs the design and strategy of monitoring and alerting frameworks for proactive incident detection and remediation, drives cloud architecture development and configuration design aligned with Zero Trust principles and DODIN connectivity requirements, and oversees the operation and maintenance of edge or hybrid HCI stacks at Government and/or commercial data centers. The role will lead the recommendation of configuration changes, and direct the testing, operation, monitoring, and management of network devices (hardware, software, and operating systems) that permit information sharing. The role will support the security of, * Leverage best practices for BA/BI data correlation and aggregation to develop dashboards, reports, and executive-level presentations that communicate M365 SaaS enterprise service performance, quality, and actionable recommendations to customer commands (CONUS & OCONUS)\n

• Facilitate ongoing assessments and reporting of overall conformance to and compliance with Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)\n
• Develop dashboards, reports, presentations and actionable recommendations and escalations related to transport service performance and quality\n
• Identify and resolve transport anomalies through coordination with appropriate organizations, while implementing robust encryption protocols and proactively monitoring for vulnerabilities to protect data\n
• Conduct network diagnostics, performance optimization, and incident resolution, and routinely monitor circuit bandwidth capacity to recommend increases as needed.\n

• Requires current TOP SECRET Security Clearance\n
• Requires BS degree and 2+ years of IT experience or Masters with 0 years of IT experience, especially with operational metrics correlation, reporting, and dashboarding in a Microsoft SaaS environment\n
• Experience working in an operational capacity in an IT environment; familiar with data integration and normalization concepts\n
• Comprehensive understanding of SLAs/SLRs and service performance quality tools, processes, and procedures\n
• Proficiency in M365 and Microsoft Office applications including Word, Visio, Project, and PowerPoint\n
• Proficient to Master level Microsoft Excel and Access skills\n
• Knowledge of ITSM/ITIL frameworks, performance measurement methods/metrics such as FOM, CSF, and KPI\n
• Knowledge of pertinent Government laws, IT regulations, and policies, including DoD requirements definition (KPPs, KSAs, SLAs, SLRs) and DoD/DON acquisition management principles and procedures\n, * Relationship management and conflict resolution skills\n
• Ability to gather metrics and report on relevant findings\n
• Ability to use professional knowledge to collaborate with multiple competencies\n
• Technical understanding with ability to translate reports into mission capabilities\n
• Practical application of statistical, numerical, and analytical principles and processes\n
• Excellent written and verbal communication skills\n