[Hiring] Senior Operations Lead @Chenega MIOS

Role Description

The Senior Operations Lead provides on-site technical floor leadership for Google Public Sector’s USG2 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.

Responsibilities

• Lead USG2 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.

Qualifications

• 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.
• Possess and maintain an active DoD 8140/IAT Level II qualifying certification.
• Successfully complete Google’s extended workforce onboarding and badging process and maintain applicable government-contract compliance, including mandatory security and cyber training.
• Active TS clearance with SCI eligibility.
• 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.

Benefits

• Broad range of benefits offered to team members.
• Opportunities for professional development and skill sharpening.
• Supportive culture that encourages team members to do their best work.
• Well-being programs and flexibility for healthy work-life balance.