Deputy Shift Supervisor (Night Shift)

The Deputy Shift Supervisor assists the Shift Supervisor to help facilitate Operations through queue management, incident resolution, and escalation management (personnel and performance issues). These responsibilities are in addition to Escort and WADE Operator roles. 

• Queue Management / Incident Resolution: Provide Fairfax Operations management of 
• SSM queue and personnel management 
• Serve as the Primary Point of Contact (POC) for IcMs on assigned shift 
• Manage IcM queue with SWA management team 
• Escort Anchor: Support responsibilities as needed based on leads availability as detailed in Responsibilities section below 
• Incident Management: Serve as an escalation path point of contact for internal and client-facing incidents, including but not limited to after shift hours support 
• Escalation Management: Personnel management and issue escalation to drive improvements in Operator performance 
• Recommend documentation/Knowledge Base updates to improve operations 
• Document personnel or performance issues in program event record tracker 
• Escalate concerns/incidents to other Leads for awareness   

Responsibilities 

• Participate in/lead meetings based on schedule  
• Daily Shift Supervisor Handoff 
• Daily Operations Shift Handoff 
• Escort Anchor responsibilities  
• Assist the Shift Supervisor to facilitate Escort Handoff Calls 
• Report total # of escorts during shift, gather number from the "Completed JIT Requests" in SSM 
• Report # of unhandled requests and environmental data that led them to be unhandled. (e.g. A large influx of requests, Excessive call-outs, SSM issues) 
• Report # of security incidents and discuss any circumstances that led to the incident 
• Report environment events such as Jump Box patches/tool outages 
• Provide updates to the next anchor to relay information to upcoming shifts  
• Support Escort Operations workflow through the following: 
• Monitor the General Teams chat to assist escort operator questions/concerns 
• Manage Unhandled queue (in coordination with the Shift Supervisor and Incident Response Leads) 
• Moving requests from Pending to Unhandled in under 15 minutes. (Click "Reschedule" around 13 minutes if it seems no operators or shared will be available to service request) 
• Informing developers when they are moved to the unhandled queue without being serviced. "Rescheduled" Re-Scheduling Escorts Requests for No Resources (Unhandled) 
• Assisting Escort Operators in ‘reaching out’/'follow-up' with Unhandled  JIT Escort requests 
• Continuously Monitor SSM queues/HUDs. 
• Encourage 2:1 escorts when queues are getting backed up 
• Create IcMs (or designate an individual to do so) in the event of a system anomaly (e.g. Stuck request in SSM, Portal is not accessible for all/some escorts, etc). 
• Escalate to Escort Lead when issues arise that require amplifying information or escalation 
• BCP Coordinator responsibilities  
• Personnel Management 
• Serve as an onsite presence for personnel located at primary assigned office and visit other site(s) as coordinated 
• Actively participate and support program and account engagement initiatives 
• Support resource performance initiatives to include training and career development 

Minimum Qualifications

• Bachelor’s Degree in IT, Computer Science or a related field preferred, or equivalent relevant experience.
  3-5 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.

Security Clearance Qualifications

• TS clearance level required.
• CJIS Investigation

Certifications/Licensures

• Microsoft Azure Fundamentals preferred.
• CompTIA Security+ preferred
• PMP or ITIL preferred.

Preferred Skills

• Experience in supporting Azure/AWS cloud.
• 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
• Review system logs to identify and mitigate system issues.
• Respond to incident tickets in a 24x7 operational environment to meet SLA objectives.
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