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Triage and Support Supervisor (Night Shift)
Lightedge
Austin, USA
Full-time
Mid Level
Onsite
Discovered 1 weeks ago
Free
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- Partner with the Manager of Triage and Support to help develop and coach the teams to deliver exceptional customer experiences
- Ensure that escalations occur appropriately and consistently
- Stay abreast of current cloud provider technologies
- Ensure completion of overnight maintenance and scheduled tasks
- Support the teams by assisting in training, team meetings, and on-call responsibilities
- Respond to all major incidents as the Communication Manager while on shift to create and send incident notices and updates to internal and external customers
- Ensure departmental policies, procedures, and documentation accurately reflect current practices. Develop changes and/or modifications when appropriate
- Audit and maintain integrity of operations-centric data in all tools and systems, including proper closure of tickets/tasks with updates
- Assist with the development of workflows and procedures for team based on industry standard ITSM framework
- Maintain shift coverage schedule for employees, including coordinating coverage for time off requests and approving timesheets
- Conduct performance reviews for team members
- Lead by doing, and actively work customer cases while maintaining technical knowledge needed to function as a member of the team
- 2 years of technical and customer technical support supervisor experience, preferably with Data Center technologies or in a NOC environment
- 2 years’ experience managing a technical team
- Basic knowledge of, or 2 years’ experience supporting and administering any of the following:
- ServiceNow (Incident, Event, Case, Interactions, Publications, Configuration Management, etc)
- Windows, Linux, and/or IBMi server Operating Systems
- Virtualization technologies (VMware, Nutanix, or Hyper-V)
- Server Hardware (Dell or HP)
- AWS/Azure
- Backup (Veeam, Commvault, and Carbonite/eVault)
- WAN/LAN/SDWAN Networks
- Firewalls (Cisco ASA, Fortigate, Sonicwall, Palo Alto)
- Monitoring (Zabbix, ScienceLogic, Nagios, etc)
- File and SAN Storage hardware (Pure, NetApp, IBM)
- Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
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