The Operations Shift Supervisor position is responsible for:
Monitoring system alerts in a 24/7 Operations Center which supports the Department of Interior (DOI) data center
Supervising the Operations Center staff on the second shift (3:00pm-11:00pm, Thurs. - Mon.)
Ensuring that all processes and procedures are followed, alerts are properly escalated, and to assist in the training and development of the Operations staff
Additional job responsibilities include but are not limited to the following:
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 organization’s 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
Shift Supervisors also 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.
Required Education, Experience, & Skills
Bachelor’s Degree and 4 years of experience. Associate's Degree and 6 years of experience. Additional years of experience may be used in lieu of a degree.
Ability to work in a 24/7 environment.
Occasional alternate shift coverage to fill in for vacations/sick time.
Strong attention to detail and the ability to follow documented processes.
Strong supervisory skills.
Strong communication skills (both written and oral).
Strong troubleshooting and computer skills. Authorized to work in the U.S. without sponsorship.
Comfortable working closely with, and able to lead, a small team.
Strong computer skills
Terminal or command line OS experience (i.e. - Mainframe/Unix/Linux/PowerShell).
Google Apps, MS Office, and MS Visio experience.
Basic knowledge of networked environments.
Familiarity BMC products, such as Control-M and Remedy.
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability