Shift Supervisor - Cloud Support (Swing)

ASM Research•Redmond, WA

About The Position

Supervises and coordinates activities of a team of IT members engaged in computer operations, computer systems, computer programming, and the company's network to assure effective computer resources are provided to users. 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.

Requirements

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.
2 years of operations experience providing application infrastructure support; 1 year performing system administrator support.
Active TS clearance
Must have strong communication skills and be able to effectively communicate technical issues.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
Ability to get team members to work together to accomplish tasks.
Stays up to date technically and applies new knowledge to job.
Ability to think long-term and establish achievable action plans.
Actively looks for ways to help people in the most efficient manner.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Understands the implications of new information for both current and future problem-solving and decision-making.
Experience with system administration support tools such as Windows/Linux
Experience supporting a 24x7 cloud-based environment.
Experience in supporting Cloud based environment and tools such as Azure.
Experience analyzing, troubleshooting, and providing solutions for technical issues.
Strong organizational and multi-tasking skills.

Responsibilities

Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.
Analyzes performance indicators such as number of transactions per second, response time, and number of programs being processed to ensure systems are operating efficiently.
Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
Provides recommendations on short term systems projects/plans.
Prepares operational forecasts and requirements for data processing, systems development, and communications.
Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals.
Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.
Monitors and supports the complex information technology and systems infrastructures.
Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.
Troubleshoots and resolves unique or complex problems in an efficient manner.
Performs root cause analysis and diagnostics on the more unique or complex production systems.
Administers and runs complex tests on operating system and related software.
Overall responsibility for leading the program, department, or functional area as designated. Oversees. directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
Reviews system logs to identify and mitigate system issues.
Responds to incident tickets in a 24x7 operational environment to meet SLA objectives.
Update knowledge base troubleshooting guides and lessons learned as required.
Document system issues resulting in system outages and coordinate change though change management process.
Monitor solution performance according to client specification and SLAs, escalate as needed.