Senior Operations Lead

Senior Operations Lead

Tysons Corner, VA

The Senior Operations Lead provides on-site technical floor leadership for Google Public Sector’s USG1 Intelligence Community sovereign and classified cloud operations, initially supporting Google Distributed Cloud (GDC) Air-Gapped and expanding to additional sovereign and air-gapped products. As the on-floor subject matter expert, the Lead guides Customer Support Specialists and Systems Engineers, pre-screens Google engineering consults, oversees queue health and shift quality, and drives runbook and alert improvements. The role provides core weekday leadership within a 24/7/365 operation, reviews off-hours consults, and coordinates with Google engineering, PMO, and TAM teams to sustain secure, responsive service.

• Lead USG1 floor operations during core weekday hours; provide technical guidance and coaching to Customer Support Specialists and Systems Engineers.
• Pre-screen engineering consults and escalations during core hours; review 100% of off-hours consults on the next business day.
• Oversee queue health, shift Queue Manager coverage, and response/follow-up compliance, including 15-minute critical P0/P1 FMR, 2-hour P2 FMR (24/7), and 4-hour P3/P4 FMR (business hours).
• Conduct daily operational quality reviews, address work-item flags, support personnel performance management and coaching based on quality and SLA metrics, and drive corrective actions across case management, runbooks, alerts, and handoffs.
• Maintain tiered runbooks and coordinate documentation updates and reproducible bugs with Google engineering.
• Track the weekly Top-10 noisy alerts and drive tuning or suppression recommendations.
• Ensure complete shift handoffs, warm handovers for active P1s, and prompt acceptance of incoming cases.
• Review customer communications for required approval and coordinate operational priorities and deliverables with Google engineering, PMO, and TAM teams.
• Lead adoption of new sovereign or classified products into health checks, runbooks, and reporting while preserving team role boundaries.
• Support continuous coverage and COOP readiness; ensure 15-minute responses to urgent Google inquiries and relay customer meeting takeaways within 1 hour.
• Coordinate weekly reporting on service compliance, runbooks, alerts, quality trends, and staffing; support government accreditation and COOP exercises.
• Other duties as assigned.

• 5+ years of hands-on experience in Linux systems administration, cloud operations, Site Reliability Engineering (SRE), or Kubernetes administration.
  • Experience with monitoring and logging tools such as Grafana and Prometheus and ticketing systems such as ServiceNow.
  • Practical scripting ability in Bash or Python and proficiency updating technical documentation and runbooks in Markdown.
• Successfully complete Google’s extended workforce onboarding and badging process and maintain applicable government-contract compliance, including mandatory security and cyber training.
• Active TS/SCI clearance with Full Scope Polygraph.
• Successfully pass background and drug screening.

Preferred Qualifications:

• Bachelor’s degree in a technical field or equivalent military/industry experience.
• Prior experience operating in classified SCIF environments or handling sensitive or classified data.
• Prior experience supporting Google Cloud or Google Distributed Cloud (GDC).
• Certified Kubernetes Administrator (CKA), Red Hat Certified System Administrator (RHCSA), or Google Cloud Associate Cloud Engineer certification.

Knowledge, Skills and Abilities:

• Strong command-line proficiency with Linux and Kubernetes (kubectl), including troubleshooting pods, nodes, networking, certificates, and role-based access control (RBAC) permissions.
• Strong knowledge of Linux, Kubernetes, cloud infrastructure, networking, and air-gapped operations.
• Ability to guide troubleshooting and assess diagnostic evidence for escalation.
• Sound judgment in runbook execution risks, review requirements, and service restoration.
• Ability to maintain documentation and improve runbooks, alert quality, and operations.
• Strong organization and queue management to sustain service targets and shift continuity.
• Clear communication and coordination across customer support, systems engineering, and Google teams.
• Ability to safeguard classified information and enforce security and data-handling requirements.
• Ability to coach teams and use work-item reviews and operational metrics to improve service quality.
• Ability to lead product adoption and support weekday floor leadership, off-hours reviews, and COOP readiness.

How you’ll grow 

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. 

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers. 

Benefits 

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits. 

Learn more about what working at Chenega MIOS can mean for you.