D-SIL Technical Operations Analyst

Job description

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America. RMC is hiring for a Technical Operations Analyst, you are the critical bridge between initial support and our senior engineering teams. Your primary responsibility is to act as the "scoping analyst" for complex technical issues and service requests. You will use your broad technical knowledge of our service offerings to determine if a request falls within the scope of our standard support contract, requires escalation for professional services, or is a request for a new capability. You are the guardian of our engineering team's time. In addition to advanced troubleshooting, you are responsible for customer onboarding reviews and the development and refinement of the Standard Operating Procedures (SOPs) that empower our entire support structure. Position Duties: - Advanced Triage & Scope Analysis: Analyze escalated issues to determine the appropriate resolution path: in-scope support,...