Tier 2 Operations Support Specialist

Job Summary

Tier2 Operations Support Specialist – responsible for building and maintaining resilient, scalable infrastructure that supports the Intelligence Community. The role focuses on implementing monitoring, automation, and redundancy, reducing operational toil, and ensuring rapid resolution of system, application, and network issues.

• Design and implement infrastructure solutions to increase system resilience and efficiency.
• Configure and maintain enterprise monitoring and incident‑management platforms (e.g., Service Now, JIRA, EMS).
• Automate routine tasks through scripting and tooling to reduce manual toil.
• Analyze logs and system data to identify and resolve performance and reliability problems.
• Escalate complex incidents to Tier3 teams and coordinate joint problem resolution.
• Participate in rotating, on‑call shift schedules, including nights, weekends, and holidays.

• 2+ years of experience in IT operations, system administration, or site reliability engineering.
• Second‑level troubleshooting experience for system, application, or network issues.
• Proficiency with Linux or Windows system administration.
• Experience with enterprise monitoring and incident‑management platforms such as Service Now, JIRA, or EMS.
• Ability to analyze logs, correlate events, and validate system‑level issues.
• TS/SCI clearance with polygraph required; ability to obtain Security+, SSCP, CCNA‑Security, or GSEC within 6 months of hire.
• HS diploma or GED; associate’s or bachelor’s degree in IT, Cybersecurity, or Engineering preferred.

• On‑call or recall‑based operations model experience.
• Scripting and automation tools, troubleshooting frameworks, and dashboard analysis experience.
• Strong written and verbal communication skills.
• Cloud foundational certifications: AWS Cloud Practitioner, CompTIA Cloud+, or MSAzure Fundamentals.

Applicants will undergo a security investigation and must have or be eligible for TS/SCI clearance with a polygraph.

Annualized salary range: $62,000.00 – $ USD. Compensation is based on location, experience, and organizational requirements.

Full‑time employees (minimum 20 hours per week) are eligible for Booz Allen’s benefit programs, which include health, life, disability, retirement, paid leave, tuition assistance, and professional development.

All qualified applicants will receive consideration for employment without regard to disability, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.