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Now viewing: Tier 3 Operations Lead
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Bana Solutions
Tier 3 Operations Lead
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Job Description
Tier 3 Operations Lead Bana Solutions United States, Virginia, Chantilly Sep 18, 2026
OVERVIEW:
We are seeking a Tier 3 Operations Lead to support a U.S. Government customer in a secure, mission-critical environment. This role provides technical leadership for a small operations team responsible for Tier 1-3 incident management and serves as the final technical escalation point for complex system and user issues. The ideal candidate has deep hands-on troubleshooting experience, a strong understanding of operational support in classified environments, and the ability to lead personnel while maintaining compliance with government security and operational requirements.
GENERAL DUTIES
Lead, mentor, and provide technical direction to a Tier 1-3 operations support team
Serve as the final escalation authority for complex or high-severity technical incidents
Perform advanced troubleshooting, root cause analysis, and resolution of Tier 3 issues
Analyze, write, and optimize SQL queries in support of incident resolution, data validation, and reporting
Develop and maintain automation and diagnostic scripts using Bash or PowerShell
Provide direct operational support to government users, including issue resolution and escalation coordination
Support and troubleshoot Identity and Access Management (IAM) solutions, including proprietary and commercial off-the-shelf (COTS) tools
Ensure incidents, problems, and changes are handled in accordance with established ITIL-based processes
Coordinate with engineering, cybersecurity, and government stakeholders to resolve systemic issues
Identify trends, recurring issues, and operational gaps; recommend and implement process improvements
Ensure compliance with DoD security policies, procedures, and audit requirements
REQUIRED QUALIFICATIONS
Minimum of 5 years of professional experience in technical operations, systems support, service desk, or a related field
Demonstrated experience acting as a senior escalation point for Tier 3 support
Strong hands-on experience with SQL query development and troubleshooting
Experience developing scripts using Bash or PowerShell
Experience providing direct support to end users or customers in a secure or regulated environment
Experience supporting Identity and Access Management (IAM) systems (proprietary or COTS)
Strong written and verbal communication skills suitable for government customers
Ability to operate effectively in high-pressure, mission-critical environments
DESIRED QUALIFICATIONS
Experience supporting DoD or Intelligence Community (IC) customers
Familiarity with DoD security frameworks and policies (e.g., RMF, STIGs)
ITIL Foundation or equivalent certification
Experience with incident response, sustainment, or operational readiness programs
Prior experience working in classified or air-gapped environments
CLEARANCE
Top Secret clearance minimum