Azure Shift Supervisor; Technical SME

Azure Shift Supervisor (Technical SME)

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The resource will be responsible for facilitating Azure Operations through schedule management, queue management, incident resolution, and escalation management (personnel and performance issues). Owns the team during their assigned shift and serves as part of the incident management team in a 24x7 cloud-based environment. Diagnoses, mitigates, and/or escalates system issues to maintain high platform availability. Serves as a technical subject matter expert (SME) across Azure, Active Directory (AAD), and Office
365 platforms, supporting complex issue resolution, driving technical consistency, and contributing to process and operational improvements across work streams.

Key Responsibilities

• Schedule Management Create and maintain shift schedules to support all program workflows
• Review PTO and callout requests; coordinate overtime support as needed
• Ensure consistent coverage across work streams during assigned shift
• Queue Management / Incident Resolution
• Facilitate shift handoff calls and report on activities; provide updates to the oncoming shift and supervisor
• Monitor communications and address engineer questions/concerns in real time
• Serve as the point of contact for ticket escalations and manage ticket queues
• Act as an escalation contact for internal and client-facing incidents, including after-hours support
• Perform BCP Coordinator responsibilities as needed Ensure SLA adherence (TTA/TTD) through active queue monitoring and prioritization
• Technical SME Responsibilities
• Serve as a technical escalation point for complex Azure, AAD, and Office
  365 issues
• Provide hands-on troubleshooting support and guidance across work streams (e.g., Identity, Network, Livesite, Tech Ops)
• Reinforce SOPs, KB articles, and best practices to ensure technical consistency
• Contribute to development and improvement of SOPs, knowledge articles, and troubleshooting guides
• Support root cause analysis and recommend corrective and preventive actions
• Identify recurring technical trends and escalate systemic issues
• Partner with Leads to identify technical gaps and recommend scalable solutions

Here's What You Need

• Bachelor's Degree in IT, Computer Science, or a related field preferred, or equivalent experience
• 4–6 years of IT experience with at least 2 years in a supervisory role
• Experience supporting a 24x7 cloud-based environment

Bonus Points If You Have

• Experience supporting Azure, AAD, and/or Office
  365 environments
• Familiarity with KPI/SLA metrics and operational performance tracking
• Experience developing SOPs, knowledge articles, or technical documentation
• Proven troubleshooting and technical problem-solving experience

Security Requirements

• US Passport required
• TS/SCI with poly level clearance required

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:

$86,400 - $176,200 USD