Cloud Support Site Lead / Deputy Site Lead (WA)

Job Description

As a trusted Microsoft partner in the Federal space, the Site Lead drives operations both on a local and cross-site level in support of Microsoft’s Government Cloud Collaboration Center (GC3) that provides end-to-end operational support for Azure core.

Operational support is comprised of workstreams : Live Site Engineering (to include incident management), TechOps / SIM (deskside and secure space support), Network Management, Identity Management, Customer Experience (CXP) and Azure Engineering Learning (Training).

Duties and Responsibilities

• Senior resource on-site who is accountable for day-to-day operations and program oversight
• Ensure there is global operational coverage of all workstreams 24x7, to include onsite shift coverage for locations within your region
• Building partnerships and liaising with customer team leads to determine solutions for issues that may arise
• Understanding operations at the tactical level
• Build scalable and sustainable internal processes to ensure operational efficiencies
• Facilitate program communications and provide regular status reports as required to include briefings to the customer
• Foresee and analyze project risks, develop risk management plans and mitigate subsequent issues
• Initiate meetings with customer when needed
• Shape established metrics from collection to dynamic dashboards to include KPI / SLA tracking
• Drive operations and special projects to expand our capabilities
• Seek growth opportunities for our employees and the business
• Partner with leadership team and regional Delivery Manager to ensure the best operational outcomes for the program
• Oversee the regional sites under your purview and visit those sites as needed
• TS / SCI with Poly clearance
• Strong cross team / group / org collaboration skills
• Excellent communication skills to include effectively tailoring messages to the specific needs of the audience
• Demonstrates strong project management skills
• Exhibits excellent interpersonal skills, including the ability and willingness to initiate and manage relationships across the customer space
• Demonstrated experience in briefing to customers / clients
• Experience with Microsoft Office tools (powerpoint, excel, word, sharepoint)
• Ability to travel to sites within your region when needed
• Shift work may be required
• Design, develop, and deliver training programs that align with customer objectives, utilizing various training methods and tools, including e-learning, workshops, and on-the-job training
• Advises and makes improvement recommendations of the delivery of on-site and / or in-house training classes, seminars, self-study, lectures, demonstrations, simulation exercises and discussion groups for customers and / or employees.
• Create and maintain training materials, including presentations, training manuals, and e-learning content. Applies advanced knowledge for the planning and designing of instructional methods and materials
• Identifies training needs and recommends advanced training solutions by working with business leaders and critical stakeholders.
• Learning cutting edge technology, working closing with our Microsoft partner

Minimum Qualifications

• Bachelor’s Degree in IT, Computer Science or a related field preferred, or equivalent relevant experience.
• 5 years of experience in Information Technology
• 8+ years of project management experience

Clearance Requirements

Active TS / SCI w / Full Scope Poly clearance level required.

Preferred Job Specific Skills

• Experience working in / with a data center, managed services project and / or in a secure operations center preferred
• Involvement supporting air gapped or any cloud environments a plus
• Experience with technical writing, SOP creation or knowledge articles
• PowerBI experience
• Experience supporting the Azure cloud environment

Other Job Specific Skills

• Must have strong communication skills and be able to effectively communicate technical issues.
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Advanced knowledge of issued hardware and / or software products and excellent working knowledge of personal computers and peripherals required.
• Ability to get team members to work together to accomplish tasks.
• Stays up to date technically and applies new knowledge to job.
• Ability to think long-term and establish achievable action plans.
• Actively looks for ways to help people in the most efficient manner.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understands the implications of new information for both current and future problem-solving and decision-making.
30+ days ago