Serco Inc.

  • 365 Systems Engineer (Lead)

    Recruiting Location
    RL_VA99 - Virginia-Remote Office
    Work Location
    Information Technology
    Position Type
    Security Clearance
    Clearance Details
    Ability to obtain a DOD Secret Clearance
  • Position Description

    The Collaboration Service Sr. Technical Lead provides technical leadership for the O365 service and its optimization across the company’s infrastructure.  This role functions as part of a multi-disciplined team, to provide service delivery and continuous improvement in the service line.   The service is of a global nature, providing SME guidance, configuration and tenant settings management for the O365 environment alongside other supporting applications.   The role will entail liaising with Microsoft, regional business units, other tech groups or 3rd Parties to address business needs.   International travel will be required.   Upon securing this role, the Sr. Technical Lead will join a dynamic team to help lead the design, implementation, and support of Microsoft 365 services and other collaborative tools on a large enterprise scale.  They will also be responsible to supervise a team of engineers that help to support the service.


    Collaboration Service – Technical Lead is accountable for the overall architecture, high level design and engineering configuration of the Collaboration Service, working with suppliers and operational teams to continually review the technology currency and deployments to assure fit for purpose and performance. This role works from idea (from the business), developing the service High level technical solution through the introduction process, gathering and prioritizing business and customer functional and performance requirements and working closely with Collaboration team, Operations, Service Management and Partners to deliver business winning services.  They assist the Collaboration Service Manager to develop service roadmaps and analyzing new technologies to include managing costs of the service.  Also ensuring functionality and adoption efforts support Serco and the Divisions overall strategy and goals. 


    Primary Responsibilities:

    • Responsible for the development and maintenance of the service architecture and supporting documents.
    • Works with partners/3rd parties and engineering teams to document practically how the technology is designed and deployed for the service, constantly working with the internal and external teams to improve technical configurations to improve performance.
    • Works with the Collaboration Service Manager to determine and agree business functional and non-functional expectations by working with the IT Business Partners, and specifying the external research needed to obtain market information.
    • Supervises and Provides guidance to other experienced engineers on the team in supporting the service.
    • Provides technical data for Service communications by defining Service Catalogue entries for the technical Architecture, Engineering Design and practical configuration information to support operations and solutions in consuming the services.
    • Works alongside the service lead to increase adoption of the service by the end user community.
    • Uses technical knowledge and expertise of the service line to support bids by working with other Solutions teams.
    • Works with the 365 Service Lead, Operations teams, and Service Management to support achievement of Service level targets to understand issues, resolve problems and improve performance. Following any performance issues, the Technical Lead is responsible for reviewing the Technical Architecture and Design to identify associated systemic issues and work with Partners/3rd Parties to address these.
    • Assist the Collaboration Service manager in preparing short-term and long-term road-maps covering all technical aspects of the service, working with Solutions and Partners/3rd Parties to improve detail and costings. In addition, they are placed to answer ad-hoc management questions and requests around service performance.
    • Supports bringing new services into live by analyzing proposed functional/non-functional requirements, developing technical architecture options and recommendations, preparing High level Deployment/Configuration Designs and ongoing operational cost models; establishing time schedules with Operations and partners/3rd parties to implement the required technologies, skills and procedures.
    • Reports on Service technical costs and impact on TCO costing by reviewing 3rd party support costs, internal delivery and operating costs, anticipating volume changes and cost impact within the teams.
    • Maintains professional and technical knowledge by constantly scanning/reviewing the market, attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.




    • Overall 10+ years of progressive IT experience with 2+ years of Systems Administration supporting an O365 environment with a strong understanding how the 365 applications and services interact with each other.  This is the function of a Global Administrator in 365.
    • 3+ years of supervisory experience as a technical lead and/or operations lead.
    • Have a broad-base knowledge of IT technologies such as, but not limited to, 365 Apps, Active Directory, Azure (as it relates to 365), Email, Unified Communications, Networking, Windows Server, Mobile support-Intune, Security.
    • Proficiency in developing short and long term technology road-maps.
    • Experience in implementing a continuous improvement strategy for the supported product lines, new applications and/or services.  
    • Demonstrated skills in writing technical documentation of the environment at an enterprise scale.  Technical Architecture experience a plus.
    • Excellent oral and presentation skills with comfort in presenting to high level executives and stakeholders.
    • Ability to translate technical procedures in business terms so that the customer understands.
    • Ability to work with minimal supervision.
    • Experience in managing service tickets to maintain SLAs and improve customer satisfaction.
    • PowerShell Scripting.
    • Industry certifications are a plus.
    • Ability to obtain a passport (international travel to the UK will be required)
    • Ability to pass DoD Secret level clearance.
    • This is a telecommuting/remote position.
    • Candidates must be located on the east coast.

    Preferred Certifications:

    • MSCE
    • Networking Certs
    • 365 Certifications, etc. 

    Working Conditions:

    • Willing to work standard 8 to 5pm EST time zone hours but must be flexible to adjust hours to help our other regions (UK & Europe, Middle East, Australia) as needed. 
    • May be called upon to respond to high priority issues within the tenant 24/7 365. 


    • Bachelor's degree in Information Systems, Computer Science or a related field
    • Recognized industry certifications or training.


    Company Overview

    Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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