Shift Supervisor

Job description

Shift-specific supervisor to facilitate Azure Operations through schedule management, queue management, incident resolution, and escalation management (personal and performance issues). Takes ownership of the team on their shift. Serve as a part of the incident management team in a 24x7 cloud-based environment. Diagnose, mitigate, and/or escalate system issues to maintain a high level of system/platform availability. Job Responsibilities: Schedule Management: - Create and maintain shift schedules to support all program workflows - Work with Azure SME/Leads to ensure adequate volume support. - Review PTO and Callout requests, providing overtime as needed. Queue Management / Incident Resolution: - Facilitate Shift Handoff Calls and report on shift activities. Provide updates to the oncoming shift and their supervisor. - Monitor communications and address engineer questions/concerns. - Serve as the point of contact for ticket escalations and manage the ticket queues - Serve as an escalation contact for internal and client-facing incidents, including after-hours support. - Perform BCP Coordinator responsibilities as needed. Weekend - On Call Role: - Support the rotational weekend on-ca...