Shift Supervisor

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 ResponsibilitiesSchedule ManagementCreate and maintain shift schedules to support all program workflowsWork with Azure SME/Leads to ensure adequate volume support.Review PTO and Callout requests, providing overtime as needed.Queue Management / Incident ResolutionFacilitate 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 queuesServe as an escalation contact for internal and client-facing incidents, including after-hours support.Perform BCP Coordinator responsibilities as needed.Weekend - On Call RoleSupport the rotational weekend on-call shift.Ability to respond on site as requiredEnsure the completion of weekend deliverables.Resource Management ResponsibilitiesHandle 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 QualificationsBachelor'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 RequirementsActive TS/SCI w Poly clearanceClearance has been adjudicated by the Maryland MPOOther Job Specific SkillsMust 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.Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.Physical RequirementsThe physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.Disclaimer