Shift Supervisor

ASM Research•Atlanta, GA

11h•Onsite

About The Position

The Shift Supervisor is responsible for facilitating Azure Operations through schedule management, queue management, incident resolution, and escalation management, including personal and performance issues. This role involves taking ownership of the team on their assigned shift and serving as a part of the incident management team in a 24x7 cloud-based environment. Key functions include diagnosing, mitigating, and/or escalating system issues to maintain high system/platform availability.

Requirements

Bachelor’s Degree in IT, Computer Science, or a related field preferred, or equivalent relevant experience
4-6 years of experience in Information Technology
2 years of experience managing IT staff
Active TS/SCI w Poly clearance
Clearance has been adjudicated by the Maryland MPO
Strong communication skills and ability 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

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