Shift Supervisor - Night Shift - TSSCI w/ Poly

Shift SupervisorAn 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. Security+ or any DoD 8140 IAT certification.The Shift Supervisor is responsible for directing on-shift staff, performing oversight and coordination of a multisource services environment. He/She supports our COMM Network Operations Center. The Shift Supervisor ensures monitoring, tracking, proper severity Level of incidents, and the escalation of incidents affecting critical business functions are managed and that situational awareness of any anomalies are relayed to appropriate leadership. The proactive nature of this position demands an experienced manager with operational experience with the ability to direct the performance of resources that support critical operations. Work hours to be assigned: Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts.Position Responsibilities:Monitors and tracks service impacting changes in the Enterprise infrastructureWorks with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the EnterpriseMonitors and analyzes critical incident alerts regarding outages or degradation in services affecting the Enterprise using monitoring toolsAssists with the development and maintenance of standard operation monitoring proceduresAssists 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 changesAssists with the preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outagesAssists with SharePoint Outage Tracker entries and updatesAssists with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resourcesArchives 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 requestedChecks on the status of Critical Site Tickets and drives them to closer, if possibleChecks on the status of Prolonged/Multiple Transfers of Tickets and drives them to closer, if possibleProvides 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 operationsLeverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trendsProactively monitors high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical servicesSupports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low intensity conflicts, acts of terrorism) and correlates impacts to Enterprise Operations Squadron managed and monitored systemsProvides operational coordination for network Event and Incident Management functionsPrepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadershipSupports the Government by performing daily ad hoc taskings from the CustomerGenerates Situational Awareness notification via various messaging systems for distribution to customersProvides technical assistance, when requested, by the Customer in support of defined dutiesProvides coordination, data collection, and other support to the After-Action Report processIntegrates ITIL v3 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentationDemonstrates an understanding of network services, and Carrier EthernetResponsible for collection of incident information through customer conversation, and self-service support toolsTracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experienceConducts 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 progressEngages 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 specialistsExecutes against established Service Level Agreements (SLA)Documents resolutions and updates self-help and staff knowledge basesAlerts management to recurring problems and patterns of problems