Integrated Operations Shift Supervisor
- Denver, CO
- $67,800-142,200 per year
- Permanent
- Full-time
Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts 0600-1800Position Responsibilities:
- 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 Carrier Ethernet
- Responsible for collection of incident information through customer conversation, and self-service support tools.
- Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
- Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress.
- Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
- Executes against established Service Level Agreements (SLA).
- Documents resolutions and updates self-help and staff knowledge bases.
- Alerts management to recurring problems and patterns of problems.
- An Active TS/SCI Clearance with Polygraph
- Minimum 5 years’ of recent and relevant experience successfully coordinating/directing IT operations, performing under documented 24x7x365 operational performance requirements
- Technical background and strong IT skills/knowledge in networking
- Proficient writing skills
- Experience drafting presentations and executive level reports
- Must be able to review technical documentation and summaries information for executive level review Required Certifications · Security+ or any DoD 8140 IAT certification
- Any ITIL 4 Certification
- Proficient in word processing, spreadsheets, and desktop applications
- Strong communication and interpersonal skills
- Strong logic and analytical skills
- Strong customer service skills and experience
- Excellent oral and written communication skills
- Proven ability to multi-task and prioritize, with an attention to detail, in a fast-paced environment
- Excellent organizational skills
- Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems ITIL Service Operations or ITIL Service Operations Analysis, Cisco CCNP, Cisco CCNA, AWS Associate or better, VMWare vSpere, or MCSA