|Date Posted||April 7, 2018|
3rd shift Operations Shift Supervisor is responsible for but not limited to the ff.:
Monitor system alerts in a 24/7 Operations Center which supports the Department of Interior (DOI) data center Supervise the Operations Center staff on the 3rd shift – 11p-7a Tue-Sat
Ensure that all processes and procedures are followed, alerts are properly escalated, and to assist in the training and development of the Operations staff
Identify service impacting events relating to IT, network, and facility conditions. Escalate problems to the appropriate engineering disciplines within the organization or external vendors to achieve resolution.
Maintain effective internal and external communications on their shift.
Drive improvements in processes, procedures, and workflow while maintaining focus on the organizations long term strategy.
Work to foster a culture of teamwork and collaboration on their shift and with other shifts.
Review all leave requests for members of their shift to ensure that they will continue to have appropriate coverage, submit the request to the Operations Manager for approval, and alert the Operations Manager of any unexpected overtime for their shift.
Shift Supervisors are expected to ensure that OPS team members are:
meeting the expectations of their positions.
well versed on Operations procedures and can locate the associated documentation.
understanding the processes well enough to demonstrate it to the Shift Supervisor or other team members.
able to identify missing procedures and properly document them as appropriate.
Work with the Operations Manager to:
develop 90-day performance evaluations for new employees. Evaluations will also include developing goals for the year. For sub-contractor employees, the Shift Supervisor will provide evaluation input to the appropriate manager for their review process.
develop annual performance evaluations for each individual on their shift.
screen resumes, conduct technical interviews, and make recommendations for filling vacant positions.
Perform all Operations Center Technician position expectations, including:
Monitor alerts, batch processes, and perform scheduled system checks. Follow documented procedures for any abnormalities and/or escalate to the appropriate group.
Determine severity of problem, issue, or alarm and initiates problem resolution as appropriate; following standard escalation procedures for incident/problem tracking and resolution. Interact with support personnel on problem resolution.
Document issues as appropriate within turnover documents, Remedy ticketing system, and email.
Recommend and implement process/procedure improvements that will increase efficiency or improve services.
Maintain documentation for all operating procedures in the proper repository.
Support UNIX, Linux, Windows, and Mainframe systems.
Ability to work in a 24/7 environment, Occasional alternate shift coverage to fill in for vacations/sick time
Strong attention to detail and ability to follow documented processes
Strong supervisory skills
Strong communication skills (written and oral)
Strong troubleshooting and computer skills
Comfortable working closely with, and able to lead, a small team
Strong computer skills
Public Trust is required
Terminal or command line OS exp (i.e. Mainframe/Unix/Linux/PowerShell)
Google Apps, MS Office, MS Visio exp
Basic knowledge of networked environments
Familiarity BMC products, such as ProactiveNet, Control-M, and Remedy
2-5 yrs supervisory exp
6-8 yrs technical exp
Bachelors degree preferred
Experis is an Equal Opportunity Employer (EOE/AA)