remote
2nd Line Engineer - Leidos
Software Engineer
Second Line Engineer responsible for advanced fault rectification, incident and problem management, and continuous improvement across highly utilized systems, ensuring SLA/KPI compliance and secure operations.
About the role
Key Responsibilities
- Diagnose and resolve complex incidents across multiple core services, ensuring minimal downtime for high‑volume users.
- Lead problem management activities, identifying root causes and implementing corrective actions to prevent recurrence.
- Collaborate with customers to understand issues, provide timely updates, and confirm resolution within agreed SLA/KPI thresholds.
- Participate in Continuous Service Improvement (CSI) and Change Request (CR) processes, documenting lessons learned and best practices.
- Maintain detailed technical documentation and knowledge base entries for recurring issues and solutions.
Requirements
- Proven experience in second‑line support or equivalent technical role.
- Strong analytical and troubleshooting skills across diverse systems.
- Excellent communication and customer‑service orientation.
- Ability to work under pressure and manage multiple priorities.
- High‑DV security clearance or willingness to obtain it.