Field Operations Lead – Senior

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee and manage daily field operations across USMEPCOM Headquarters and associated MEPS locations.

• Delegate field technicians based on site needs, qualifications, workload, geographical coverage, and priorities.

• Create and uphold field-support schedules, technician rosters, escalation pathways, and on-call availability.

• Organize field resources for uninterrupted 24/7/365 outage response.

• Facilitate responses to outages involving networks, systems, applications, telecommunications, power, cabling, and equipment.

• Evaluate field-support requests and allocate personnel, equipment, vendors, or service providers accordingly.

• Coordinate corrective measures among service, engineering, site, carrier, utility, subcontractor, and vendor teams.

• Schedule hourly status updates for active SEV 1 and SEV 2 incidents.

• Maintain incident timelines and deliver operational updates to leadership, program management, and Government stakeholders.

• Escalate unresolved incidents, resource shortages, access challenges, vendor delays, and service-restoration obstacles.

• Organize temporary workarounds and contingency plans.

• Ensure adherence to troubleshooting, safety, security, change-control, and recovery protocols.

• Assist in root-cause analysis and incident reporting with field evidence.

• Review and update outage-response procedures and the Incident Response Plan.

• Identify shortcomings in readiness, coverage, tools, spare parts, contacts, access procedures, and documentation.

• Facilitate installations, equipment upgrades, maintenance, replacements, site assessments, relocations, and network cabling.

• Ensure site records, diagrams, equipment details, tickets, and technical documentation are kept current.

• Monitor assignments, technician arrival and departure, work status, dependencies, and evidence of completion.

• Maintain updated contact lists and escalation information.

• Create field guides, SOPs, checklists, call trees, dispatch instructions, and recovery documentation.

• Track recurring field issues and propose operational enhancements.

• Provide updates on field operations, achievements, outage statistics, risks, issues, and corrective measures for reporting.

• Engage in readiness reviews, after-action evaluations, planning meetings, and continuous service improvement initiatives.

⛳️ Requirements

• Active Secret clearance or higher is required.

• Bachelor's degree in information technology, computer science, or a related discipline.

• Minimum of six years of experience in supporting enterprise information technology operations.

• At least two years of experience in leading technical teams or coordinating outage-response efforts.

• Proven experience in coordinating technician assignments, operational schedules, incident responses, or field-support activities.

• Background in working with enterprise network, systems, telecommunications, or infrastructure support teams.

• Capability to manage multiple technical teams and service providers during urgent operational situations.

• Proficiency in creating clear incident documentation, operational updates, and technical status reports.

• Excellent written and verbal communication skills, particularly in conveying information during critical incidents.

• Willingness to participate in an on-call operational environment and support incident responses outside regular business hours when necessary.

• Ability to travel to USMEPCOM Headquarters and various MEPS locations as operational demands dictate.

🏝️ Benefits

• Regular full-time employment opportunities.

• Flexibility with remote work arrangements.

• Participation in an on-call system.

• Travel to USMEPCOM Headquarters and various MEPS locations as operational requirements arise.