Technical Manager, O365 & Collaboration
Leidos
AWSAzureCloudDNSITSMServiceNowSMTP
Job Level
Junior
Tech Stack
AWSCloudDistributed SystemsDNSFirewallsServiceNow
About the role
- Be the first point of contact for urgent technical issues, supporting global customers via phone, email, and ticketing systems.
- Monitor live dashboards and alerts to identify, triage, and escalate service disruptions.
- Provide first-level troubleshooting on core technologies including Digi devices, FortiGate firewalls, and ANI/ALI services.
- Follow detailed runbooks and playbooks to maintain platform health and resolve incidents.
- Accurately classify tickets (P1–P4) to ensure SLA compliance and proper prioritization.
- Maintain clear, customer-friendly communication throughout the support lifecycle.
- Help evolve our NOC Playbook by documenting new solutions and lessons learned.
- Collaborate with cross-functional teams including Engineering, Support, and Product when deeper investigation is needed.
Requirements
- 1–2 years of experience in a NOC, technical support, or service desk role (or a degree in Computer Science, Computer Engineering, or Electrical Engineering).
- Solid understanding of networking fundamentals (IP, DNS, VPN, SaaS environments).
- Ability to read logs, analyze issues, and troubleshoot across distributed systems.
- Strong problem-solving skills with a research-driven mindset.
- Experience handling real-time incidents and collaborating across teams.
- Familiarity with ticketing platforms (e.g., Jira, ServiceNow, Zendesk).
- Exposure to monitoring tools like Datadog or Kibana is a plus.
- Communicate clearly with both technical and non-technical stakeholders.
- Stay calm and focused during high-pressure situations.
- Are a quick learner with great time management and multitasking skills.
- Work well in a team-first culture and enjoy collaborating with others.
