Tier 3 Senior Support Engineer

The Leidos Partnership for Defense Health is seeking a Sr. Virtual Health Tier III Support Engineer to join a high-impact team supporting the $4.6B single award DHMSM healthcare modernization program and other programs such as Video Connect (VC), Enterprise Tele-Critical Care (ETCC), and Digital First (DF). This is a Sr. Tier 3 technical support role focused on resolving complex escalated issues while working closely with the DevOps team to design, develop, deploy, and maintain scalable, efficient, and reliable systems. This position emphasizes ensuring the development and operational health of integrated healthcare systems while enhancing their effectiveness and efficiency through collaboration and innovation. These programs have the added challenge of delivering objectives within the DOD security environment, at the DOD’s global scale, all while supporting the Defense Health Agency (DHA)’s vision of a medically ready force ─ which is essential to our national defense.

Primary Responsibilities

The Sr. Virtual Health Tier III Support Engineer will lead the resolution of complex escalated technical issues, overseeing system health, and driving infrastructure improvements. The role requires collaboration with DevOps to ensure system scalability and automation while managing and optimizing the support environment.

Tier III Support & Troubleshooting:

• Lead the resolution of complex escalated issues, providing advanced technical support across various systems and applications.

• Manage ticket queues, ensuring proper prioritization, and delegating critical tasks to appropriate teams for expedited resolution.

• Troubleshoot and manage infrastructure, system, and application issues in AWS GovCloud, RHEL, Windows Server, Docker, and Kubernetes environments.

Collaboration with DevOps:

• Work closely with DevOps teams to design, develop, deploy, and maintain scalable solutions.

• Lead efforts to sustain and improve CI/CD pipelines and ensure automation is optimized for operational performance.

System Health Monitoring & Operational Management:

• Proactively monitor, design, and develop solutions to maintain system health, address performance issues, and ensure system reliability.

• Ensure optimal performance of integrated commercial products and custom applications.

Support Environment & Documentation:

• Manage and develop the support environment, including knowledge bases and service documentation.

• Ensure ITIL practices are followed to meet SLAs and improve process efficiencies.

REQUIRED Skills & Qualifications

• US Citizen with EXISTING ADP1/IT1 Public Trust (or higher) clearance and completed Tier 5 background investigation. Federal Government requirement.

• Technical BS Degree and minimum of 8+ years of prior relevant operational support experience, or Master’s with 6+ years.

• Exceptional ability to effectively engage with senior level contractor and military leadership to convey operational status, provide strategic insights, and drive alignment on objectives through clear, professional communication.

• Proven leadership ability to collaborate with multidisciplinary teams across the enterprise, driving system improvements, and guiding multiple infrastructure and operational initiatives.

• Demonstrated ability to develop, and enhance Tier 3 support workflows and incident resolution strategies.

• Demonstrated mastery in managing and troubleshooting enterprise level systems using RHEL, Windows Server 2016/2019, VMware, AWS GovCloud, Docker, and Kubernetes to ensure scalable, secure, and reliable infrastructure solutions.

• Advanced scripting skills in Bash, Python, or PowerShell to develop automation solutions and troubleshoot complex issues.

• Expert-level experience using ServiceNow for service ticket management and Atlassian JIRA/Confluence for project tracking and documentation.

• Expertise in managing hybrid cloud environments and implementing IaC to deliver scalable, secure, and automated infrastructure solutions.

• Proven expert experience with monitoring tools like Splunk, Prometheus, Looker, and Grafana for diagnosing system issues and optimizing system performance.

• Demonstrated mastery in analyzing application logs and resolving issues within hybrid cloud and on-premises infrastructure environments.

PREFERRED Qualifications

• Experience using Salesforce as an ITIL-based ticketing too