Shift Supervisor - Cloud Support (Swing)

Job Responsibilities

• Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.
• Analyzes performance indicators such as number of transactions per second, response time, and number of programs being processed to ensure systems are operating efficiently.
• Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
• Provides recommendations on short term systems projects/plans.
• Prepares operational forecasts and requirements for data processing, systems development, and communications.
• Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals.
• Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.
• Monitors and supports the complex information technology and systems infrastructures.
• Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.
• Troubleshoots and resolves unique or complex problems in an efficient manner.
• Performs root cause analysis and diagnostics on the more unique or complex production systems.
• Administers and runs complex tests on operating system and related software.
• Overall responsibility for leading the program, department, or functional area as designated. Oversees. directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.
• Reviews system logs to identify and mitigate system issues.
• Responds to incident tickets in a 24x7 operational environment to meet SLA objectives.
• Update knowledge base troubleshooting guides and lessons learned as required.
• Document system issues resulting in system outages and coordinate change though change management process.