Overnight Shift Lead

The successful candidate will receive supervision and general guidance from the Manager of Systems Operations. The Systems Operations Center (SOC) Shift Lead will be expected to work well in a team-oriented environment. The Shift Lead is responsible for the training and development of Operations Engineers, identification and assistance in implementing process improvements, and ensuring proper compliance to procedures and practices. The Shift Lead will provide direct supervision of 2-3 Operations Engineers.

Responsibilities:

• Provide supervision of SOC staff on their designated shift and contribute to overall evaluation of the members of the SOC.
• Monitor and enforce compliance with SOC standards, convey newly implemented processes, and update SOC staff with additional changes as they become available.
• Ensure the escalation process is strictly adhered to when the SOC is responding to phone calls, emails, or sending notifications.
• Accept responsibility for ensuring problems tickets are up to date with the latest status.
• Confirm that email sent from customers has been responded to in a timely fashion, and escalate appropriately.
• Ensure all changes scheduled from the Change Control Manager have the correct and updated status sent to the customers, as well as verify all change tickets have been appropriately updated.
• Handoff open or unresolved issues to the next designated Shift Lead.
• Identify opportunities for increasing the efficiency of current monitoring standards.
• Update documentation to help guarantee the accuracy of the SOC in triage support for triggered alarms.
• Act as the liaison between SOC staff and management: organizing, presenting, and communicating problems, issues, or ideas.
• Participate in meetings to identify opportunities for improvement with the Manager of Systems Operations.
• Take ownership of projects assigned, ensuring they are completed within project deadlines.

Qualifications:

• Associates Degree or equivalent relevant work experience is required; Bachelor’s Degree is preferred
• At least 2 years of previous supervisory and / or leadership experience (Direct reports or leadership of a project team with in-direct reports)
• Experience with UNIX/Linux platforms
• Strong knowledge of trouble ticketing software, and network monitoring solutions. Experience with RT ticketing and BB monitoring a plus

Special Knowledge/Skills Required:

• Demonstrated team work and leadership skills
• Detail oriented and organized with the flexibility to manage multiple priorities effectively
• Ability to work autonomously in completion of assigned duties
• Excellent communication skills (verbal and written)

How to Apply
If you are interested in this position, please send your resume to us via this link. An ITA Software recruiter will review your qualifications and contact you if there is a fit with our needs.

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