SYSTEMS ENGINEER SENIOR (HPC User Services Lead)

SYSTEMS ENGINEER SENIOR

Advance how our customers operate while you advance your career. Join GDIT as a Systems Engineer Senior and build an impactful career in enterprise IT, collaborating with people who are driven and resourceful like you.

MEANINGFUL WORK AND PERSONAL IMPACT

As the HPC User Services Lead, you will be responsible for leading all user-facing support activities for the Weather and Climate Operational Supercomputing System (WCOSS), NOAA’s operational high-performance computing environment supporting the National Weather Service’s weather forecasting mission.

You'll serve as the primary interface between HPC operations and the user community, ensuring timely resolution of user issues, effective communication during operational events, and continuous improvement of the overall customer experience. Combine your technical HPC knowledge with outstanding customer service skills to build trusted relationships with users while driving operational excellence.

User Support Leadership

• Lead daily operations of the HPC user support function and serve as the primary point of contact for user-facing issues.

• Manage the lifecycle of support requests from intake through resolution, ensuring timely communication and customer satisfaction.

• Coordinate across Systems Administration, File Systems, Software Development, Security, Networking, and Operations teams to resolve complex technical issues.

• Prioritize user requests based on operational impact and mission requirements.

Customer Experience

• Develop and maintain regular communication rhythms with NOAA/NWS stakeholders.

• Prepare and distribute planned maintenance notices, outage notifications, incident updates, service restoration communications, and weekly operational summaries.

• Establish communication templates and standard operating procedures that provide clear, consistent, and timely updates.

• Develop customer satisfaction metrics and continually improve the user support experience.

• Foster trusted relationships with scientific users, operational forecasters, and customer leadership.

Service Management

• Administer and continuously improve the program’s ticket management system.

• Develop dashboards and reporting that measure ticket volume, response times, resolution times, recurring issues, and customer satisfaction.

• Identify trends and recommend process improvements to reduce recurring user issues.

• Ensure support documentation and knowledge articles remain accurate and current.

Operational Coordination

• Coordinate user communications during maintenance activities, technology insertions, and operational incidents.

• Participate in operational planning to ensure customer impacts are identified and effectively communicated.

• Work closely with technical leads to balance operational priorities with user expectations.

• Support post-incident reviews by identifying communication improvements and customer lessons learned.

WHAT YOU’LL NEED TO SUCCEED
Bring your technology expertise and drive for innovation to GDIT. The Systems Engineer Senior must have:
● Education: Bachelor of Arts/Bachelor of Science
● Experience: 5+ years of related experience
● Technical skills: High Performance Computing (HPC) & Linux.
● US citizenship required
● Role requirements:

• Experience administering or managing an enterprise ticketing platform (e.g., ServiceNow, Jira Service Management, Remedy, or similar).

• Excellent written and verbal communication skills, including the ability to communicate complex technical issues to both technical and non-technical audiences.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational environment.

• Experience developing customer communications, documentation, and operational procedures.

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Flexibility: Full-flex work week to own your priorities at work and at home
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.