Sr Production Support Analyst

The Deputy Supervisor, Command Center IT Operations assists with the oversight and direction of the day-to‑day activities of Command Center Operations, ensuring that production systems, services, and network infrastructure operate reliably and securely. This role serves as the primary backup for the Command Center Supervisor and provides leadership support during exception scenarios, escalations, staffing needs, and major incidents.

• Assist with oversight of day‑to‑day Command Center Operations activities.
• Act as the primary backup for Supervisor responsibilities.
• Support monitoring of production systems, services, and network infrastructure.
• Help coordinate response to system management alerts, operational exceptions, support tickets, and alarms.
• Facilitate Major Incident response and resolution activities.
• Communicate major incident impact and status updates to business stakeholders clearly and timely.
• Provide hands‑on technical support across multiple operational areas.
• Help ensure the team remains focused on Reliability, Availability, and Performance through continuous improvement and core operational processes.

• Demonstrated IT leadership experience, preferably in an Operations, Command Center, Service Desk, Network, Infrastructure, or Enterprise Support Environment.
• Experience supporting Incident Management processes, including Major Incident facilitation and stakeholder communications.
• Strong technical support experience across multiple IT support areas.
• Ability to make sound decisions in a fast‑paced operational environment.
• Experience coaching, mentoring, or providing direction to technical team members.
• Strong written and verbal communication skills.
• Ability to explain technical issues clearly to both technical and non‑technical audiences.
• Highly motivated, adaptable, and willing to take on new challenges.
• Bachelor’s degree in a related technology field, or equivalent work experience.
• Certifications in one or more of the following areas are a plus: AWS, Azure, CompTIA A+, CCNA, ITIL, or related technical certifications.

• Direct the daily activities of team members as needed.
• Provide daily coaching, mentoring, and development support to team members as needed.
• Assist with onboarding new staff.
• Support coordination of team training and ongoing development.
• Assist with staffing coverage and scheduling, including PTO and holiday coverage.
• Provide hands‑on technical support across multiple Command Center functions.
• Handle Command Center escalations.
• Facilitate Major Incident Management activities.
• Provide Major Incident communications to stakeholders and business partners.
• Lead or oversee continuous improvement projects and help drive innovation.
• Support analytics and reporting to review and improve team and group performance.
• Build and maintain relationships with key support teams, vendors, business contacts, and customers as appropriate.
• Maintain team focus on Reliability, Availability, and Performance.
• Assist with contingency leadership coverage during exception scenarios.
• Support operational consistency, process adherence, and continuous improvement across Command Center Operations.

The ideal candidate is a hands‑on technical leader who is comfortable supporting critical production operations while also helping guide and develop team members. They are calm under pressure, communicate clearly during incidents, and can step into leadership responsibilities when needed. This person should be dependable, collaborative, detail‑oriented, and committed to improving operational reliability and team performance.

U.S. National Base Pay Range: $78,800 - $131,300. Geographic differentials may apply in some locations to better reflect local market rates.

This job is eligible for an annual incentive bonus.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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