Operations Center IT Supervisor

Position Summary

The position of NOC Supervisor is established to act as the primary incident manager during shift hours, manage duties for third shift employees, and be a hands on technical resource for the design, configuration and support of the technical infrastructure and operations of the credit union.  In addition, this position is responsible for system and application administration, vulnerability remediation, patching, monitoring of various systems, delivering stable, highly available systems and exceptional service, and maintaining high quality service and production standards as set by the organization. 

Essential Duties and Responsibilities

·         Perform system maintenance and advanced troubleshooting for Windows and Linux servers

·         Provision servers and create VM templates in a VMWare environment

·         Perform and validate regular patching of Windows and Linux VMs and VMWare hypervisors. Troubleshoot, rollback, and optimize patching when needed

·         Configure and troubleshoot network services such as DNS, DHCP, NTP, and IIS

·         Install and update SSL certificates, TLS and cipher codes, as well as create external SSL certificates

·         Rack, cable, and label hardware, update rack diagrams, and set up IDRAC interfaces

·         Analyze, troubleshoot and resolve system and network hardware, software, and application issues

·         Perform updates of BIOS, firmware, and drivers on hardware systems

·         Schedule, monitor, and perform server backups and administration of backup system. Perform restores from backups as needed. 

·         Identify traffic blocked on firewalls

·         Administer vulnerability scans and remediating findings

·         Troubleshoot connectivity issues such as VPN connections, FTP access, Internet access, websites, and various carrier circuit connections

·         Identify and assist with resolution of cyber-attacks by notifying the IT leadership team, and owning the active resolution of the incident until it is resolved or turned over to first shift 

·         Provide tier 3 technical support for escalated IT issues for all departments and branch offices

·         Create new scripts and reports in system management automation tools

·         Add, modify, and remove monitors in enterprise monitoring tools

·         Maintain and update enterprise monitoring tools

·         Lead IT technical projects that have a direct impact on organizational operations and initiatives.

·         Manage and administer IP address assignments and DNS entries

·         Monitor progress of overnight processes and develop run-books for service validation

·         Assist in administration of storage arrays

·         Perform  application updates, patching, and administration

·         Oversee and Plan Disaster Recovery activities to include QA efforts

·         Perform active directory administration, monitoring, and management

·         Maintain and administer software licensing

·         Act as technical escalation point for shift by being the first person third shift goes through for any issues with the technologies we use and support. Examples are Windows, VMWare, SolarWinds, KACE, OS patching, ssl certs, and cyber-attacks.

·         Perform supervisory duties for 3^rd shift team to include scheduling, timecard management, holding 1 on 1 meetings, coaching 3^rd shift team, and writing and administering annual performance reviews

·         Act as primary Incident Manager for 3^rd shift by owning incident notification to the IT leadership team, sending and updating service alerts, starting and managing incident bridges and inviting all relevant parties to bridge while on shift until incident is resolved or incident ownership is passed to first shift. In addition the 3^rd Shift Supervisor will prepare documentation of incidents and preparation of root cause analysis documentation in partnership with the NOC Manager

·         Assist with management of agile scrum for 3^rd shift by performing sprint planning, running daily scrum sessions, and generating the sprint retrospective for 3^rd shift each sprint

Other Duties & Responsibilities

·         Perform special projects as assigned

·         Provide after-hours support within SLA’s

·         Occasional travel

·         Participate in AML/BSA compliance training as assigned.  Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear.  The employee is frequently required to stand and reach with hands and arms.  The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills):

·         Bachelor’s degree in a technical discipline or equivalent work experience

·         10 years of experience supporting Windows server, VMWare, heterogeneous network environments, patching and enterprise monitoring

·         2 years of management or supervisor experience

·         Advanced experience with Microsoft technologies

·         Advanced experience with virtualization technologies (Ex: VMware)

·         Experience with Linux based systems and appliances

·         Ability to work independently to accomplish assigned tasks

·         Proven organizational and multi-tasking skills

·         Effective verbal and written communication skills