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Customer Support Lead

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Job ID: 2312183
Location: REMOTE WORK, AL, United States
Date Posted: Oct 11, 2023
Category: Engineering and Sciences
Subcategory: Systems Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: Remote
Benefits: Click here

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Job Description


SAIC is seeking a highly motivated Customer Support Lead to join our Cloud One team to manage Tier 2 and Tier 3 tickets, coordinate the C1-AAA account creation process, and provide project management and technical writing support for special projects to include data transport migration.  

The Air Force Cloud One Program, formerly known as Air Force Common Computing Environment (CCE), is an existing global, interconnected, virtualized, hybrid, and IT infrastructure that hosts mission systems, applications, services, and data in support of DoD Services and Agencies. Cloud One incorporates the capabilities of Cloud Service Providers (CSPs) and DevSecOps principles to provide common services and facilitate cloud application migrations to IL-4, IL-5 and soon to be IL-6 cloud environments. 

This position is contingent upon funding and will be 100% remote.

Job Responsibilities:

  • Primary point point of contact for Cloud One Service Now Tier 2 and 3 tickets– 20%
  • SAIC Coordinator / Account Creator POC for of SAAR C1AAA/R4 process – 20%
  • Scrum Master/Project Manager and technical writer for DevSecOps teams implementing common services projects or O&M of applications (e.g, AF Portal)


Required Clearance:

  • Interim Secret clearance required to start; Ability to obtain a Secret clearance required to maintain employment
  • US citizenship required

Required Certification:

  • Security + Certification

Required Skills:

  • Five (5) plus years' experience as a project manager or scrum master on an IT or SW Development project
  • Experience with Tier 2 ticket management
  • Experience with Jira, Confluence and Service Now as user, preferably as an administrator
  • Excellent, demonstrated verbal and written skills
  • Experience working with architects or engineers to efficiently capture information and write technical documentation such as concept of operations and interface specifications.
  • Experience with DevOps and Continuous Integration/Continuous Delivery (CI/CD) pipelines.

Desired Skills:

  • Certification and/or experience with DevSecOps, Agile, Scrum, SAFe or other modern software development methods/practices
  • Experience with AWS, Microsoft Azure, and/or Google Cloud Platform
  • Experience supporting Air force Cloud One providing on prem Tier 2 technical support
  • Experience supporting software application migration efforts

Target salary range: $50,001 - $75,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.


SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective and efficient solutions that are critical to achieving our customers' missions.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit For ongoing news, please visit our newsroom.

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