Senior IT Operations Specialist

📋 Description

• Develop and oversee dashboards that track the availability and performance of platforms and services.

• Lead the administration and support of services within a cloud-based Kubernetes environment on AWS GovCloud, including GitLab and Red Hat Identity Management (IDAM).

• Manage onboarding and offboarding workflows, access controls, and service account provisioning across various environments.

• Promote automation of operational and service desk tasks utilizing Bash and other scripting languages to improve support responsiveness and minimize manual labor.

• Act as the escalation point for platform support issues and collaborate with cross-functional teams to address complex incidents and outages.

• Provide guidance and mentorship to junior technologists and service desk personnel on procedures, best practices, and secure operational support.

• Advocate for documentation standards and knowledge sharing to ensure audit readiness and operational continuity.

• Work alongside security and compliance teams to confirm that services and support workflows adhere to NIST 800-53 controls and organizational policies.

• Identify opportunities to improve the developer and platform support experience through workflow enhancements, tooling improvements, and automation.

• Contribute to service reliability and user satisfaction through proactive monitoring, reporting, and ongoing enhancements of support operations.

• Promote AI-enhanced working methods across your engagements, utilizing AI tools to accelerate delivery, reduce cycle times, and achieve better outcomes at scale.

⛳️ Requirements

• Must possess an active US DoD Secret clearance.

• Must hold a current Sec+ certification.

• A minimum of 6-10 years of experience in IT operations, service desk, or platform support roles.

• Proven leadership in managing service desk operations and coordinating efforts across platform, compliance, and development teams.

• Strong customer service orientation and a dedication to continuous improvement.

• Proficient in ITSM platforms such as Jira Service Management, ServiceNow, or Remedy, including SLAs, workflows, and audit reporting.

• Expertise in managing GitLab and other platform services within secure cloud environments.

• Strong scripting skills in Bash and/or other languages for automating support and operational processes.

• Proficient in the administration of tools such as MatterMost and Slack.

• Competent in Linux administration (preferably Red Hat) and AWS GovCloud service management.

• Expertise in the implementation of NIST 800-53 controls.

• Excellent documentation, troubleshooting, and communication abilities.

• Familiarity with operations and service account administration in AWS GovCloud, Azure, or GCP.

🏝️ Benefits

• Flexible schedule in a completely remote workforce.

• Premium Insurance: We cover up to 100% of the employee premium and up to 80% of the combined dependent premium on our base health plan, depending on pay band. We also cover 100% of the premium for employee and dependent Dental and Vision as well as employee premiums for Life and Disability coverage.

• Retirement: 401k match at 10% of gross pay.

• Paid time off (PTO): 4 weeks of combined accrued vacation and sick leave, 11 Federal holidays, your birthday, jury duty, and bereavement leave.

• Education & Training: An accrued budget of up to $3,500 per year for classes, travel, events, and materials.

• Home Office and Merch: We provide $750 per year for home office technology and equipment, as well as $100 per year for Rise8 merchandise from our Swag Store.

• Wellness Budget: To encourage a well-rounded healthy lifestyle, we offer 100% reimbursement for various wellness activities and products, up to $500 per calendar year. Alternatively, you can opt for a $75 monthly credit towards a Life Time membership through the Life Time Corporate Partner program, which amounts to a $900 annual benefit.

• Equipment: We provide a MacBook Pro.