IT Production Control Supervisor

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. 
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. 
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. 
Internally known as Batch Management Supervisor, the IT Production Control Supervisor is a member of the Managed Services Operations team whose primary function is to provide daily batch management/job scheduling support, workflow management and supervision for our 24x7 Batch Management Team. This Team Supervisor is responsible for continual improvement, delivery of quality program and knowledge base maintenance for all the batch management activities. This is a customer facing role. This role will report directly to the Sr. Service Desk Manager. 

Roles & Responsibilities

• The job functions of the IT Production Control Supervisor/Batch Management Supervisor include:
• Supervises Batch Management personnel 
• Ensure work schedules for both teams are sufficiently covered for each workday 
• Reschedule personnel to cover for vacations, emergencies, and/or sick time 
• Conduct written warnings, as needed, when processes/policies are not followed 
• Attend performance review meetings with the Operations Manager as needed 
• Update the Service Desk Manager on any personnel issues that may arise 
• In-depth knowledge of the batch management process on all shifts and ensure schedules are coordinated so that coverage is guaranteed
• Propagate a business relationship with the customer’s Development team
• Modify batch checklists and other documentation required by this team
• Provide reports on the monthly batch management SLA
• Competently lead the EOM two-day bridge  
• Represent AHEAD in a professional manner in all forms of communication with the customer 
• Ensure that daily issues of a complex scope receive the urgency and escalation necessary to support the overall business and customer support objectives
• Assist in the delivery and execution of staff development/action plans
• Participate in design discussions for Operations tools and technology
• Coach and mentor Batch Management Analysts on technical skills, and ticket quality
• Identify gaps in process and procedure and initiate service improvement plans
• Participate in internal Managed Services focused continual service improvement projects
• Assist with the onboarding of new analysts
• Run reports as needed to support customer requirements
• Occasional travel to client site (twice a year)

Qualifications

• 3+ years of Supervisory/Team Lead experience in a 24x7 IT/Data Center environment, preferred
• 3+ years of batch management/job scheduling experience within an Operations environment required
• ITIL v4 Foundation certification, preferred
• Strong knowledge of ticketing system software with awareness of ITIL process, ServiceNow experience preferred
• Security compliance experience (PCI, ISO 27001 or SOX), helpful
• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Hands-on work experience with the following: 
• Job Scheduling or batch management processing system experience using such tools as MoveIT, ControlM etc, required
• Windows Operating Systems
• Remote desktop connectivity (RDP)
• Internet browsers (Edge, Chrome, Firefox)
• VPN and remote dial-in users
• Multi-factor authentication, soft tokens
• Others: SharePoint, Adobe Acrobat, and other common desktop applications
• Demonstrated commitment to continuous learning and individual personal development
• One of the following certifications is preferred:
• HDI Support Center Manager
• CCENT
• CompTIA A+ / CompTIA Network+ 

Success Characteristics

• The qualities of an effective team leader inspire the trust and respect of the team and stimulate production within the environment
• Maintain emotional balance and self-control in dealing with difficult personnel situations
• Possess strong verbal and written communication skills; be adept at communicating with all level