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 tool for managing and resolving service requests.

• Experience with healthcare applications such as Philips eCareManager, Capsule, and Caregility.

• Familiarity with Identity, Credentialing, and Access Management (ICAM) solutions.

• Experience with MHS Genesis systems like RevCycle or PowerChart.

• ITILv4 certification and experience in support operations management.

• PowerShell Scripting, Linux Script Modification.

• Python (for automation and Django queries), Mongo Query Language, and Splunk Query Language.

• Familiarity with CI/CD processes, Infrastructure as Code (IaC) tools like Terraform, and container orchestration using Docker and Kubernetes.

• Ability to minimize system downtime by ensuring effective support and proactive monitoring.

• Ability to reduce Mean Time to Resolution (MTTR) by addressing complex escalated issues and optimizing collaboration between support and DevOps teams.

• Ability to Improve operational efficiency and system performance through scalable and automated infrastructure solutions.

• Large scale infrastructure implementation and sustainment

Leidos offers a unique opportunity to combine Tier III technical support with high-level collaboration across DevOps, development, and cybersecurity teams. By joining this team, you will help design and maintain critical healthcare systems while ensuring continuous system reliability and performance improvements. Join us in shaping the future of military healthcare with innovative, scalable solutions.

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.