Azure Shift Supervisor (Technical SME)

Key Responsibilities

• Schedule Management
• Create and maintain shift schedules to support all program workflows
• Review PTO and callout requests; coordinate overtime support as needed
• Ensure consistent coverage across workstreams during assigned shift
• Queue Management / Incident Resolution
• Facilitate shift handoff calls and report on activities; provide updates to the oncoming shift and supervisor
• Monitor communications and address engineer questions/concerns in real time
• Serve as the point of contact for ticket escalations and manage ticket queues
• Act as an escalation contact for internal and client-facing incidents, including after-hours support
• Perform BCP Coordinator responsibilities as needed
• Ensure SLA adherence (TTA/TTD) through active queue monitoring and prioritization
• Technical SME Responsibilities
• Serve as a technical escalation point for complex Azure, AAD, and Office365 issues
• Provide hands-on troubleshooting support and guidance across workstreams (e.g., Identity, Network, Livesite, TechOps)
• Reinforce SOPs, KB articles, and best practices to ensure technical consistency
• Contribute to development and improvement of SOPs, knowledge articles, and troubleshooting guides
• Support root cause analysis and recommend corrective and preventive actions
• Identify recurring technical trends and escalate systemic issues
• Partner with Leads to identify technical gaps and recommend scalable solutions

Here's What You Need

• Bachelor’s Degree in IT, Computer Science, or a related field preferred, or equivalent experience
• 4–6 years of IT experience with at least 2 years in a supervisory role
• Experience supporting a 24x7 cloud-based environment

Bonus Points If You Have

• Experience supporting Azure, AAD, and/or Office365 environments
• Familiarity with KPI/SLA metrics and operational performance tracking
• Experience developing SOPs, knowledge articles, or technical documentation
• Proven troubleshooting and technical problem-solving experience

Security Requirements

• US Passport required
• TS/SCI with poly level clearance required

Pay Range

• $86,400 - $176,200 USD