Shift Supervisor

Shift Supervisor

Onsite: Annapolis Junction, MD

TS/SCI w/ Full Scope Polygraph

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.

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