Shift Supervisor

ASM Research

4h•Onsite

About The Position

A Shift-specific supervisor to facilitate Azure Operations through schedule management, queue management, incident resolution, and escalation management (personal and performance issues). This role takes ownership of the team on their shift and serves as a part of the incident management team in a 24x7 cloud-based environment. The supervisor will diagnose, mitigate, and/or escalate system issues to maintain a high level of system/platform availability.

Requirements

4-6 years of experience in Information Technology with 2 years of experience managing IT staff.
Active TS/SCI w Poly clearance
Clearance has been adjudicated by the Maryland MPO
Must have strong communication skills and be able to effectively communicate technical issues.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Experience supporting 24x7 cloud-based environment.
Experience in analysis, troubleshooting, and providing solutions for technical issues.
Strong organizational and multi-tasking skills.

Nice To Haves

Bachelor’s Degree in IT, Computer Science, or a related field preferred

Responsibilities

Create and maintain shift schedules to support all program workflows
Work with Azure SME/Leads to ensure adequate volume support.
Review PTO and Callout requests, providing overtime as needed.
Facilitate Shift Handoff Calls and report on shift activities. Provide updates to the oncoming shift and their supervisor.
Monitor communications and address engineer questions/concerns.
Serve as the point of contact for ticket escalations and manage the ticket queues
Serve as an escalation contact for internal and client-facing incidents, including after-hours support.
Perform BCP Coordinator responsibilities as needed.
Support the rotational weekend on-call shift.
Ability to respond on site as required
Ensure the completion of weekend deliverables.
Handle personnel management and issue escalation to improve engineer performance.
Conduct recurring touchpoints with all engineers and serve as an onsite/shift presence.
Support resource performance initiatives, including training and career development.
Communicate/escalate issues for leadership awareness and support deliverables such as a weekly status report.
Document personnel or performance issues and escalate concerns to other Leads.
Responsible for team productivity to ensure maximum output with a high customer satisfaction rating.
Communicates job expectations and enforces organizational policies, procedures, and core values.
Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.