Azure Cloud Operations Shift Supervisor - TS/SCI Full Scope Poly

We are seeking an experienced Azure Cloud Operations Shift Supervisor to support a high-visibility Microsoft cloud program in a 24x7x365 environment. This role is responsible for leading shift-based operations, ensuring platform stability, and managing incident response across Azure infrastructure. The ideal candidate brings strong leadership experience, deep familiarity with cloud operations, and holds an active TS/SCI with Full Scope Polygraph (Maryland MPO adjudicated) .

This is a hands-on leadership role overseeing real-time operations, team performance, and mission-critical incident management.

Key Responsibilities

• Lead and own all operational activities during assigned shift in a 24x7 Azure environment
• Conduct shift handoff calls and ensure continuity of operations across teams
• Act as primary escalation point for technical, operational, and personnel issues
• Ensure high system availability through proactive monitoring and issue resolution
• Manage ticket queues and prioritize incident response to meet SLA requirements
• Diagnose, mitigate, and escalate system/platform issues as needed
• Serve as escalation lead for high-priority and client-facing incidents
• Coordinate with Azure SMEs and engineering teams to resolve complex issues
• Develop and maintain shift schedules aligned to program demand
• Review PTO/callouts and adjust staffing levels, including overtime coordination
• Ensure proper staffing coverage across all shifts
• Supervise and mentor engineers, driving performance and accountability
• Conduct regular 1:1s and support training, development, and career growth
• Address personnel issues and escalate concerns to leadership as needed
• Maintain high team productivity and customer satisfaction metrics

Minimum Qualifications

• 4-6 years of IT experience, including 2+ years in a supervisory/lead role
• Experience supporting 24x7 cloud operations environments (Azure preferred)
• Strong background in incident management, troubleshooting, and escalation
• Excellent communication and leadership skills

Clearance Requirements (Required)

• Active TS/SCI with Full Scope Polygraph (FSP)
• Polygraph must be adjudicated by Maryland MPO

Preferred Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• Experience working on Microsoft/Azure government programs

Schedule & Shift Details

• 24x7x365 coverage using a 10-hour modified Panama schedule
• Shifts:
• Day: 5:30 AM - 4:00 PM
• Swing: 1:00 PM - 11:30 PM
• Night: 9:00 PM - 7:30 AM
• alternating weekends

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Job Requirements:

• Lead and own all operational activities during assigned shift in a 24x7 Azure environment
• Conduct shift handoff calls and ensure continuity of operations across teams
• Act as primary escalation point for technical, operational, and personnel issues
• Ensure high system availability through proactive monitoring and issue resolution

Incident & Queue Management

• Manage ticket queues and prioritize incident response to meet SLA requirements
• Diagnose, mitigate, and escalate system/platform issues as needed
• Serve as escalation lead for high-priority and client-facing incidents
• Coordinate with Azure SMEs and engineering teams to resolve complex issues