Shift Supervisor - Day Position

Expiring today

Springfield, VA, United States of America
Nov 23, 2022
Nov 27, 2022
Full Time
Shift Supervisor - Day Position
Job Profile:
Technical Support T3

JR Type:
Job Category:
Information Technology
Minimum Clearance Required to Start:
TS/SCI with Polygraph
Percentage of Travel Required:
Type of Travel:
Program/Opportunity Name:
Program | All Spark
Referral Bonus Plan:

Job Description:

The Day Shift Supervisor is responsible for directing the on-shift staff, performing oversight and coordination of multisource services providing for Integrated Operations (IO). He/She supports our Enterprise Network Operations Center (ENOC). The Shift Supervisor ensures the monitoring, tracking, and documenting of Severity Level incidents and the escalation of incidents affecting critical business functions. The proactive nature of this position demands an experienced manager with operational experience in directing the performance of resources that support critical operations.

Hours - Monday - Friday - 6am - 6pm

Position Responsibilities:
  • Monitors and tracks service impacting changes in the Enterprise infrastructure
  • Works with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the Enterprise
  • Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the Enterprise using monitoring tools
  • Assists with the development and maintenance of standard operation monitoring procedures
  • Assists with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, and documenting a timeline of events)
  • Prepares, updates, and reports Situational Awareness to the ENOC PMO and Client Liaisons
  • Monitors planned and unplanned service impacting changes
  • Assists with the preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
  • Assists with SharePoint Outage Tracker entries and updates
  • Assists with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
  • Archives Daily Operations Report and Shift Change Log (Day Shift)
  • Performs trend analysis reports, as requested
  • Checks on the status of Critical Site Tickets and closes them, if possible
  • Checks on the status of Prolonged/Multiple Transfers of Tickets and closes them, if possible

Required Qualifications:
  • An Active TS/SCI Clearance with Polygraph
  • Minimum 5 years' of recent and relevant experience successfully monitoring and/or coordinating/directing IT operations, performing under documented 24x7x365 operational performance requirements
  • Technical background and strong IT skills/knowledge in networking, exchange, or desktop support
  • Current Security + Certification

AND one (1) of the following IT Certifications:
  • ITIL v3 Foundations
  • ITIL 4 Foundations
  • ITIL v3 Service Operations Management
  • ITIL 4 Managing Professional
  • ITIL 4 Create, Deliver and Support (CDS)
  • ServiceNOW Fundamentals

Desired Qualifications:
  • Proficient in word processing, spreadsheets, and desktop applications
  • Strong communication and interpersonal skills
  • Strong logic and analytical skills
  • Strong customer service skills and experience
  • Excellent oral and written communication skills
  • Proven ability to multi-task and prioritize, with an attention to detail, in a fast-paced environment
  • Excellent organizational skills
  • Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems

What We Can Offer You:

- We've been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.

- For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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