SNOC Operator II, Amazon Leo for Government

Key job responsibilities

• Lead a team of Tier 1 Support Technicians on assigned shifts to ensure consistent, high-quality service delivery.
• Oversee authentication, triage, and resolution workflows in accordance with ALG operational playbooks.
• Monitor ServiceNow queues and broadband performance dashboards to manage workload and response times.
• Serve as the first point of technical and procedural escalation for Tier 1 personnel.
• Ensure timely and accurate communication with Tier 2, engineering, and mission stakeholders.
• Audit tickets and communications for quality and completeness, providing real-time feedback to technicians.
• Coordinate shift turnover briefings and ensure continuity of operations across multiple shifts.
• Tailor and refine SNOC tooling (e.g., ServiceNow, Amazon Connect) to support mission-specific workflows.
• Support and track incident resolution lifecycles, ensuring compliance with SLAs and incident reporting procedures.
• Mentor and develop Tier 1 staff by identifying training gaps, recommending development paths, and enforcing performance standards.
• Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning.

Basic Qualifications

• Experience leading technical support teams
• Experience drafting policies, standard operating procedures, internal guidance, and legally-mandated letters
• Experience with AWS CLI or AWS Console
• 4+ years technical support in a NOC, SOC, or 24/7 operations center environment
• 3+ years of hands-on experience with ITSM platforms (e.g., ServiceNow) including incident management, queue management, and SLA tracking

Preferred Qualifications

• Experience working in a data center or mission critical facility (example: hospital, military facility, public safety facility, etc.), or experience in operations and on-call support for data center facilities, mission critical plants, or production facilities