Operations & Maintenance Cloud Engineer

About the role

This role supports Passenger Systems Program Directorate (PSPD) within Customs and Border Protection (CBP) and screens and processes travelers at ports of entry (POEs) into the United States. It is a hybrid support role requiring on-site presence twice a week in Ashburn, VA.

Responsibilities

• Serve as the initial point of contact for IT-related field and application production problems.
• Provide phone and online support to users, perform technical triage, troubleshoot, resolve issues, and follow escalation protocols as necessary.
• Work in tandem with application teams to identify, triage, troubleshoot, and remediate application production issues.
• Define and document best practices and strategies regarding application maintenance and recovery protocols.
• Provide guidance, thought leadership, and mentorship to others to build their cloud competencies and share knowledge.
• Ensure application performance, uptime, and scale, maintaining high standards, and ensuring Service Level Agreements (SLAs) are attainable.
• Provide oversight and monitoring of applications in the AWS environment following government security guidelines.
• Develop and implement technical efforts to maintain AWS applications, including supporting after-hours and weekend calls to remediate production issues.
• Troubleshoot incidents, identify root causes, fix and document problems, and implement preventive measures.
• Educate teammates on the implementation of new cloud-based initiatives, providing associated training when necessary.
• Demonstrate exceptional application problem-solving skills, with an ability to see and solve issues before they affect field operations.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Document procedures, configurations, and troubleshooting steps to enhance knowledge sharing.

Requirements

• BS/BA degree and 8 years of prior relevant experience or a Masters' degree with a minimum of 6 years of previous relevant experience; or 4 years of experience in lieu of degree.
• 8 or more years of experience in supporting application cloud solutions on AWS platform.
• Experience in supporting 24x7x365 operations.
• Experience with Jira, Confluence, and ServiceNow.
• U.S. Citizen.
• Must be able to maintain and obtain a CBP Background Investigation prior to start.
• Understanding of and experience with field operations, SLAs, and on-call support.
• Experience in at least two of the following areas: PostgreSQL database architecture, advanced analytics, micro-services, monitoring, and SecDevOps.
• Experience in supporting 24x7x365 operations.
• Experience with Jira, Confluence, and ServiceNow.

Qualifications

• Basic Qualifications: BS/BA degree and 8 years of prior relevant experience or a Masters' degree with a minimum of 6 years of previous relevant experience; or 4 years of experience in lieu of degree8 or more years of experience in supporting application cloud solutions on AWS platform.Experience in supporting 24x7x365 operations.Experience with Jira, Confluence, and ServiceNow.U.S. CitizenMust be able to maintain and obtain a CBP Background Investigation prior to startUnderstanding of and experience with field operations, SLAs, and on-call support.Experience in at least two of the following areas: PostgreSQL database architecture, advanced analytics, micro-services, monitoring, and SecDevOps.Working knowledge of supporting applications in AWS.Proven ability to collaborate with multidisciplinary teams of business analysts, developers, data scientists, dbas, and subject-matter experts.Excellent written and verbal communication skills.Solid troubleshooting techniques to find root causes and apply workarounds.Organization skills and attention to detail.
• Preferred Qualifications: DoD Top Secret or DHS Full-BI.AWS Cloud certification.

Skills

• Practical knowledge of DevSecOps principles, methodologies, and best practices.
• Strong understanding of networking concepts, including VPCs, subnets, VPNs, and firewalls.
• Working knowledge of supporting applications in AWS.

Benefits

The pay range for this position is $87,100.00 - $157,450.00. Additional factors such as responsibilities, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law, are considered in extending offers.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work).

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.