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Job Description
Shift-specific supervisor to facilitate Azure Operations through schedule management, queue management, incident resolution, and escalation management (personal and performance issues). Takes ownership of the team on their shift. 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
Schedule Management
- 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.
Queue Management / Incident Resolution
- 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.
Weekend - On Call Role
- Support the rotational weekend on-call shift.
- Ability to respond on site as required
- Ensure the completion of weekend deliverables.
Resource Management Responsibilities
- 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.
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.
Clearance Requirements
- Active TS/SCI w Poly clearance
- Clearance has been adjudicated by the Maryland MPO
Other Job Specific Skills
- 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.