Infrastructure Services Lead (ISL), Journeyman

POSITION CONTINGENT ON FUNDING / AWARD

High-Level Description : The Infrastructure Services Lead (ISL) is the operational focal point for enterprise infrastructure services, responsible for real-time incident response, inter-service coordination, and maintaining system availability across the Department of Defense IT environment.

Detailed Description : The ISL serves as the first line of defense in identifying , assessing, and escalating infrastructure service issues within the IT Operations Center. This role provides Tier 2 / 3 support and engages subject matter experts (SMEs) when required to resolve escalated issues. The ISL collaborates closely with Network, Cyber, Deskside, and Service Desk leads, as well as the Battle Captain (BC), to ensure rapid response and restoration of services. The ISL coordinates all planned and emergency maintenance actions with NGA, develops knowledge articles with the Operations Support Team, and activates crisis action teams as needed. The ISL uses ServiceNow for incident tracking, escalation, and knowledge management, and leverages Splunk for log analysis and operational monitoring. Additional responsibilities include managing operations metrics, ensuring 99.9% system availability, supporting 24x7x365 coverage, and providing technical oversight and leadership during incident resolution.

Requirements :

• Bachelor's degree in Information Systems , Engineering, or a related field (or equivalent experience).
• Security+ CE certification and TS / SCI clearance with CI polygraph required .
• 6+ years of IT operations experience, including 3+ years in an enterprise infrastructure support role.
• Hands-on experience with ServiceNow for ITSM, incident tracking, change management, and knowledge base development.
• Experience using Splunk for log correlation, real-time alerting, and operational analysis.
• Demonstrated ability to lead Tier 2 / 3 incident response and coordinate root cause analysis in a 24x7x365 environment.
• Familiarity with ITIL-based service management and enterprise escalation frameworks.
• Proven ability to activate and lead crisis action teams for high-impact infrastructure issues.
• Strong communication and briefing skills for both technical teams and executive stakeholders.
• Ability to manage SLAs, monitor system performance, and collaborate across service lanes and project teams.

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