The GCC Shift Supervisor is responsible for the day-to-day activities of their respective shift within the Global Command Center. The GCC Shift Supervisor will be responsible for daily shift operations, personnel, shift assignments and workload during their shift. The Shift Supervisor is responsible for 1st level escalations with customers and internally providing proper communications accordingly. The GCC Shift Supervisor will ensure that all processes and procedures are documented, followed and reviewed on a regular basis.

 Essential Functions 

 

 

 

 

 

 

 

Supervise a shift operations team.Ensures shift has adequate coverage including shift assignments during assigned shift.Develop and implement new process and procedures as neededEnsure that all tickets are being worked correctly and escalations/notifications are occurring when neededDo regular quality checks of his/her team’s tickets to ensure ticket qualityCompile and report on team metrics that will feed into the organization’s KPI measurementsDrive incident resolutionParticipate on Problem Management as neededParticipate in regular change management meetings as neededSet individual and team goals that help achieve overall organizational goalsResolve shift personnel issues in conjunction with direct Manager and Human ResourcesCreate a strong team environmentMaintain on-call availability to assist shift management

 

Position Type/Expected Hours of Work/Travel

Required to work evenings and weekends when requestedRequired to participate in on-call rotation when requestedRequired Qualifications1 - 3 years of Network Operations experience

1 - 3 years of troubleshooting on Cisco vManage systems

1 - 3 years of experience using Cisco vManage systems

1 - 3 years of experience using FireMon

1 - 3 years of Cisco ASA Firewall troubleshooting

1 - 3 years of Cisco ASA Firewall policy managemen

1 - 3 years of troubleshooting WAN/LAN/WLAN infrastructure issues including: T1, T1 Multilink, Ethernet Hand-off, DIA, Broadband, MPLS, BGP, OSPF, EIGRP, VPN, Wireless, etc.

Ability to pass FISMA level background checksCustomer focusedAbility to multi-task Work with minimal supervision

Additional Qualifications Desired

CCNA certification or higherKnowledge of ITIL Incident, Problem, and Change Management processes

 Work Environment/Physical Demands

Sitting at deskClimbing: Ascending or descending stairs and the like, using feet and legs and/or hands and armsLight work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objectsThe worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; analyzing data based upon color and distinguishing incident priorities based upon color differences

 NOTE:  The above is intended as a general non-exhaustive description of an Acuative position as of the date written.  It does not prescribe or restrict the duties and responsibilities that may be assigned or reassigned to this position at any time.