Technology Operations Center Shift Manager
Job Description
Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as a TOC Shift Manager for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project. CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner. The 24x7x365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services. Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications. The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports.
The TOC Shift Manager plays a pivotal role in supporting the National Institutes of Health (NIH) Center for Information Technology (CIT) by overseeing operations during designated shifts in a 24x7x365 IT Operations environment. This role involves leading a team of technicians, coordinating incident management activities, and ensuring the smooth functioning of critical IT systems. The Shift Manager collaborates closely with the Operations Manager, and other stakeholders to maintain operational efficiency and deliver high-quality services to NIH-CIT customers.
Key Tasks and Responsibilities
Team Leadership:
Provide leadership and direction to the operations team during assigned shifts, ensuring adherence to operational procedures, priorities, and service level agreements (SLAs).
Incident Management:
Coordinate incident response activities, including incident identification, prioritization, assignment, and resolution, to minimize service disruptions and meet SLAs.
Real-time Monitoring:
Monitor system alerts and performance metrics in real-time, promptly responding to alerts, and escalating issues as needed to ensure timely resolution.
Communication:
Maintain effective communication channels within the team and with stakeholders, including Shift Supervisor, Operations Manager, and other support areas, to facilitate incident response and resolution.
Process Adherence:
Ensure compliance with operational processes, procedures, and protocols, including change management, incident management, and escalation procedures, to maintain operational stability and reliability.
Documentation:
Maintain accurate and up-to-date documentation of incidents, activities, and procedures, ensuring that all relevant information is properly recorded and reported.
Training and Development:
Provide guidance, training, and mentorship to team members, fostering their professional growth and enhancing their technical skills and knowledge.
Continuous Improvement:
Identify opportunities for process improvement and operational efficiency enhancements, collaborating with the Shift Supervisor and Operations Manager to implement best practices and SOPs.
Shift Handover:
Conduct thorough shift handovers, ensuring that all critical information, incidents, and tasks are effectively communicated to the incoming shift team.
Adherence to SLAs:
Ensure that service level agreements (SLAs) are met or exceeded, and customer expectations are consistently fulfilled, by prioritizing and resolving incidents in a timely manner.
Customer Service:
Provide excellent customer service to internal and external stakeholders, communicating effectively and professionally to address inquiries, concerns, and requests related to IT services.
Education & General Experience
- Bachelor's degree preferred in computer science, engineering, or related field.
- Alternatively, a technology-related undergraduate degree or 5 years of experience in Operations Management.
- Three years of experience in a 24x7x365 IT Operations environment, supporting over 10,000 users.
- Three years of experience leading a team in a 24x7x365 IT Operations environment.
- Three years of experience in Critical Incident Management.
- Experience writing reports for executive management.
- Experience developing reports in ServiceNow.
- Proven experience in a shift manager or similar role.
- Excellent communication, interpersonal, and leadership skills.
- Ability to work under pressure and meet deadlines.
- Strong problem-solving and decision-making abilities.
- Knowledge of incident management systems and tools.
Certifications
ITIL 4 Certification (Preferred)
Security Clearance
Public Trust Moderate (Tier 2)
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- This position requires availability to work in rotating shifts, including weekends and holidays, to ensure continuous coverage in the 24x7x365 IT Operations environment.
- May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.
- May require lifting and carrying heavy equipment.
- Potential continental US travel to other customer locations, if required
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at or
Estimated Salary: $20 to $28 per hour based on qualifications.
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