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