Triage and Support Supervisor (Night Shift)

Responsibilities

• 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
• 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
• 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
• Maintain shift coverage schedule for employees, including coordinating coverage for time off requests and approving timesheets
• Lead by doing, and actively work customer cases while maintaining technical knowledge needed to function as a member of the team

Requirements

• 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)

Qualifications

Education and Experience:

• 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)