Shift Supervisor - Cloud Support (Swing)

Supervises and coordinates activities of a team of IT members engaged in computer operations, computer systems, computer programming, and the company's network to assure effective computer resources are provided to users. Serve as a part of the incident management team in a 24x7 Cloud based environment. Diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability.

 

Job Responsibilities

• Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.  
• Analyzes performance indicators such as number of transactions per second, response time, and number of programs being processed to ensure systems are operating efficiently.  
• Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.  
• Provides recommendations on short term systems projects/plans.  
• Prepares operational forecasts and requirements for data processing, systems development, and communications.  
• Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals. 
• Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.
• Monitors and supports the complex information technology and systems infrastructures.  
• Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.  
• Troubleshoots and resolves unique or complex problems in an efficient manner.
• Performs root cause analysis and diagnostics on the more unique or complex production systems.
• Administers and runs complex tests on operating system and related software.
• Overall responsibility for leading the program, department, or functional area as designated. Oversees. directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
• Reviews system logs to identify and mitigate system issues.
• Responds to incident tickets in a 24x7 operational environment to meet SLA objectives.
• Update knowledge base troubleshooting guides and lessons learned as required.
• Document system issues resulting in system outages and coordinate change though change management process.
• Monitor solution performance according to client specification and SLAs, escalate as needed.

Minimum Qualifications

Bachelor’s Degree in IT, Computer Science or a related field preferred, or equivalent relevant experience. 4-6 years of experience in Information Technology with 2 years of experience managing IT staff.

2 years of operations experience providing application infrastructure support; 1 year performing system administrator support.

 

Clearance Requirements

 

Active TS clearance

 

Other Job Specific Skills 

• Must have strong communication skills and be able to effectively communicate technical issues.
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
• Ability to get team members to work together to accomplish tasks.
• Stays up to date technically and applies new knowledge to job.
• Ability to think long-term and establish achievable action plans.
• Actively looks for ways to help people in the most efficient manner.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understands the implications of new information for both current and future problem-solving and decision-making.
• Experience with system administration support tools such as Windows/Linux
• Experience supporting a 24x7 cloud-based environment.
• Experience in supporting Cloud based environment and tools such as Azure.
• Experience analyzing, troubleshooting, and providing solutions for technical issues.
• Strong organizational and multi-tasking skills.