Integrated Shift Supervisor - Day Shift

Integrated Shift Supervisor - Day Shift

Job Category:
Information Technology
Time Type:
Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type:
Regular
Percentage of

Travel Required:

None
Type of Travel:
None
Anticipated Posting End:
There is not an anticipated end date for this posting since applications are needed on an ongoing basis.

The Shift Supervisor is responsible for directing on-shift staff, performing oversight and coordination of a multisource services environment. He or she supports our COMM Network Operations Center. The Shift Supervisor ensures monitoring, tracking, proper severity level of incidents, and the escalation of incidents affecting critical business functions are managed and that situational awareness of any anomalies are relayed to appropriate leadership.

The proactive nature of this position demands an experienced manager with operational experience with the ability to direct the performance of resources that support critical operations.

Work hours to be assigned: Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts  or

• Monitors and tracks service impacting changes in the Enterprise infrastructure
• Works with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the Enterprise
• Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the Enterprise using monitoring tools
• Assists with the development and maintenance of standard operation monitoring procedures
• Assists with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, and documenting a timeline of events)
• Monitors planned and unplanned service impacting changes
• Assists with the preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
• Assists with SharePoint Outage Tracker entries and updates
• Assists with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
• Archives Daily Operations Report and Shift Change Log (Day Shift)
• Performs trend analysis, incident problem review and recommendations, and reports incident/service status via defined reporting forms, as requested
• Checks on the status of Critical Site Tickets and drives them to closer, if possible
• Checks on the status of Prolonged/Multiple Transfers of Tickets and drives them to closer, if possible
• Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations
• Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends
• Proactively monitors high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services
• Supports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low intensity conflicts, acts or terrorism) and correlates impacts to Enterprise Operations Squadron managed and monitored systems
• Provides operational coordination for network Event and Incident Management functions
• Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership
• Supports the Government by performing daily ad hoc taskings from the Customer
• Generates Situational Awareness notification via various messaging systems for distribution to customers
• Provides technical assistance, when requested, by the Customer in support of defined duties
• Provides coordination, data collection, and other support to the After Action Report process
• Integrates ITIL v3 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation
• Demonstrates an understanding of network services, and…