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.

Qualifications

Compensation Ranges

Compensation 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 Requirements

It 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 Requirements

The 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

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.