Position OverviewThe Deputy Escort Lead supports 24x7 cloud operations within a highly regulated government environment, acting as a liaison between stakeholders and operations teams to ensure service health, timely escalation, and live-site support across enterprise cloud infrastructure. This role focuses on incident management, live-site response, and maintaining platform availability while operating within strict access control and compliance requirements.
The position also oversees escort operations, access governance, and compliance activities, ensuring adherence to security protocols and service-level objectives. Additionally, the Deputy Escort Lead drives operational reporting, outage coordination, and continuous improvement through audits, metrics analysis, and playbook updates in a Microsoft Azure environment.
Key Responsibilities- Serve as part of the incident management team in a 24x7 Microsoft Azure environment, diagnosing, mitigating, and escalating system issues to maintain a high level of system/platform availability.
- Act as a liaison between the client and operations teams for support and escalations, communicating service delivery health to stakeholders and explaining performance issues or risks.
- Ensure cloud orchestration and automation capabilities are operating to target SLAs with minimal downtime, and participate in performance meetings to share performance and consumption data and trends.
- Perform quarterly Azure User Access Revocation (UAR) reviews and conduct internal quality audits of escort sessions to improve customer experience and resource development.
- Attend regular team meetings to present feedback for portal improvements and manage all Azure Internal Registration Service (AIRS) related questions.
- Review and investigate security incidents (ICMs), join calls to support active outages, perform live troubleshooting, and report and document all outages at the location.
- Supply daily metrics, analyze and report high-severity requests weekly, provide regular updates to playbooks, document and track tool usage, and ensure tools are updated and installed on all systems.
- Complete monthly patching on shadow boxes, validate compliance exceptions, serve as primary BCP coordinator for major issues at the work site, and communicate daily with Shift Leads and leadership on operational issues and FTE escalations.
- Report daily Escort/AIRS statistics and metrics and support access governance and escort operations in alignment with security and compliance requirements.
Required Qualifications- Bachelor's Degree in IT, Computer Science, or a related field preferred, or equivalent relevant experience.
- 3-5 years of experience in IT, with specific experience in cloud operations, system administration, or infrastructure support.
- 2 years of operations experience providing application infrastructure support and 1 year performing system administrator support.
- Understanding of core Windows Azure components and tools and experience supporting a cloud-based environment.
- Must have active Passport Passbook; no dual citizenship
- Passport must be presented at interview and on first day on-site.
- Day Shift - On-Site Only
- Active TS/SCI with Full Scope Polygraph.
- US Citizenship required.
Preferred Qualifications- Microsoft Azure Fundamentals certification.
- CompTIA Security+ or comparable security certification.
- Experience in highly regulated or classified environments requiring strict access controls and escort procedures.
- Experience with operational reporting, metrics analysis, and continuous improvement of incident management and live-site processes.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
