The Senior Operations Lead provides on-site technical floor leadership for Google Public Sector’s USG1 Intelligence Community sovereign and classified cloud operations. The role guides Customer Support Specialists and Systems Engineers, oversees queue health, and drives runbook and alert improvements.
Responsibilities
Lead USG1 floor operations during core weekday hours; provide technical guidance and coaching to Customer Support Specialists and Systems Engineers.
Pre-screen engineering consults and escalations during core hours; review 100% of off-hours consults on the next business day.
Oversee queue health, shift Queue Manager coverage, and response/follow-up compliance, including 15-minute critical P0/P1 FMR, 2-hour P2 FMR (24/7), and 4-hour P3/P4 FMR (business hours).
Conduct daily operational quality reviews, address work-item flags, support personnel performance management and coaching based on quality and SLA metrics, and drive corrective actions across case management, runbooks, alerts, and handoffs.
Maintain tiered runbooks and coordinate documentation updates and reproducible bugs with Google engineering.
Requirements
Bachelor’s degree in a technical field or equivalent military/industry experience
Nice to have: Experience operating in classified SCIF environments
Nice to have: Experience supporting Google Cloud or Google Distributed Cloud (GDC)
Nice to have: Certified Kubernetes Administrator (CKA)
Nice to have: Red Hat Certified System Administrator (RHCSA)
Estimated Salary/Wage USD $132,000.00/Yr. Up to USD $136,000.00/Yr.
Responsibilities
Provide frontline technical customer support through ServiceNow, email, and phone; independently analyze reported issues, assess operational impact and case priority, determine appropriate initial support actions, and provide customers with guidance on resolution paths and next steps.
Meet applicable response and follow-up commitments, including 15-minute FMR for critical P0/P1 cases, 2-hour FMR for P2 (24/7), and 4-hour FMR for P3/P4 (business hours).
Own and independently manage customer cases through resolution, including during Google engineering consults; evaluate case status and available information, determine appropriate follow-on actions within established procedures, and provide customers with ongoing guidance regarding resolution status and next steps.
Prepare maintenance, change-window, and outage communications with required peer review and Lead or Google approval before release; maintain the Service Health Dashboard as directed.
Analyze customer-reported issues and available case information to determine appropriate support actions, identify when specialized technical consultation or escalation is required, and coordinate technical triage and mitigation with Systems Engineers, Senior Operations Leads, and Google engineering.
Provide frontline technical customer support for Google Public Sector’s sovereign and classified cloud environments, managing ServiceNow cases and coordinating with Google engineering teams.
Locations (2)
Tysons Corner, Virginia, United States
Virginia, United States
Compensation
USD $132,000.00/Yr. Up to USD $136,000.00/Yr.
Responsibilities
Provide frontline technical customer support through ServiceNow, email, and phone
Analyze reported issues and determine appropriate initial support actions
Manage customer cases through resolution, including during Google engineering consults
Prepare maintenance, change-window, and outage communications
Coordinate technical triage and mitigation with Systems Engineers and Senior Operations Leads
Requirements
Bachelor’s degree in a technical field or equivalent military/industry experience
Bachelor's degree in a technical field or equivalent military/industry experience
Nice to have: Prior experience operating in classified SCIF environments
Nice to have: Prior experience supporting Google Cloud or Google Distributed Cloud (GDC)
Nice to have: Bachelor’s degree in a technical field
Senior Operations LeadChenega Naswik International, LLC · Tysons Corner, US