Primary Work Location :
Hybrid working environment (combination of on-site and remote work) where you are required to travel to our Westborough, MA offices for in-person meetings and events
Job Summary :
Reporting to the Manager, IT Operations, the Supervisor will be responsible for the successful operation of the 24x7 Operations Center. The focus is on working with our teams to ensure the successful monitoring of services provided to our customers, with proper tiered levels of escalation across UITS and remediation through corrective actions where possible to reduce or prevent impact. Monitoring includes IT infrastructure (on-prem and cloud), services, products, batch jobs, and associated components on a 24 / 7 basis.
Essential Functions :
Supervisory Responsibilities
- Directly manage the 24x7 Computer Operators. This includes assisting in recruiting, hiring, performance appraisals, training, and staff growth and development
- Collaborate across UITS to ensure that Operations provides optimum value in daily batch processing and larger upgrades
- Act as an Incident Manager for the major incident process to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident reviews that clearly document how to prevent the MI from occurring again
24x7 Operations Support :
Provide technical expertise & strong troubleshooting skills to the team and ensure that they possess and grow their technical skills to perform their roleOrganize and prioritize projects and daily tasks, ensuring work is completed in a timely mannerHandle escalations, giving a high level of service to support our customers and teamsWork closely with our teams to establish ops as the point for end-to-end monitoring and integrate tools, including network monitoring processes, cloud infrastructure monitoring processes, and tools, and manage the statusEnsure IT assets are being monitored as expected and escalation steps are defined and documentedAct as the Change Control (currently the Operations meeting) meeting facilitator, overseeing weekly changes, incident reviews, and root cause analysis of application upgrades, technology deployments, maintenance, and major incidents.Determine whether monitoring thresholds are set appropriately and adjusted as neededDocument detailed processes and work instructions for Operations staff to followTrain Operations staff in the use of monitoring tools as well as processes and work instructionsContinually assess what services can be offered on a 24x7 basis through the Operations CenterOther Functions : Leadership :
Champion operational excellenceMentor team members and effectively share knowledgeRepresent the needs of UMASS leadership to team members. Be a role model and lead by exampleSet goals for the team and self-development and be driven to reach themMinimum Qualifications (Knowledge, Skills, Abilities, Education, Experience) :
Bachelor's degree in a related field or equivalent experience3-5 years of experience in a support or network role supporting a large-scale production environmentWorking knowledge of networking and network security technologies and protocolsA problem-solving attitude with an ability to motivate staff to achieve specific goals is essential to performing well in this positionStrong analytical skills plus an ability to manage concurrent projects and activitiesStrong customer service and interpersonal skillsCommunicate effectively in written and verbal formats with multiple stakeholders, including team members, peers, business stakeholders, vendors, leadership, and customersExperience working with enterprise monitoring toolsPreferred Qualifications (Knowledge, Skills, Abilities, Education, Experience) :
An understanding of ITIL foundationsWorking Conditions :
Must be able to travel occasionally to Westborough office for in-person meetings and eventsTypical office environmentSuitable in-home office environmentMust be available for occasional early morning, evening, and weekend work to support project deployments or special eventsParticipation in 24x7 on-call rotation as a Major Incident ManagerAdditional Details :
Salary commensurate with experience up to $110,000
Salary : $110,000
