Senior Supervisor, IT Operations
Share
Job Location:
Pasay City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Description
Job Summary
The IT Operations Supervisor for the Global Command Center (GCC) is responsible for supporting critical IT operations ensuring effective resource management and maintaining operational continuity. This role involves direct oversight of monitoring functions incident management and performance metrics while collaborating with the Shift Manager to drive efficiency and support project initiatives.
Key Responsibilities
1. Operational Oversight & Team Management
Support coverage of critical functions including the GCC Hotline NOC and monitoring functions.
Supervise and drive coordination of technical L1 teams reporting coverage gaps and procedural issues.
Assist in management of escalated and high-visibility incidents.
Review ticket queues and ensure proper ticket assignment and timely updates.
Join and contribute to the shift handoff ensuring continuity of operations.
Review ticket backlogs ensure proper ticket assignment and address aging or stalled tickets.
2. Shift Planning Work Distribution & Plan Execution
Collaborate on and lead group tasks defined by the Shift Manager including clean-up initiatives remediation and process improvements.
Evaluate schedule adherence and manage staffing and time for all floor resources.
Ensure health checks for servers and network devices are conducted and initiateescalations as necessary.
Validate circuit outages and ensure Shift Manager awareness.
3. Performance & Reporting
Monitor and enforce adherence to performance metrics and KPIs.
Manage queue performance to reduce MTTR and prevent ticket aging.
Maintain situational awareness of all major incidents involving the team.
Monitor Avaya CMS Supervisor and ensure all scheduled employees are logged appropriately.
4. Strategic Initiatives & Continuous Improvement
Provide support for ad-hoc projects and programs through effective resource management and task oversight.
Identify areas of improvement and work with the Shift Manager to enhance operational efficiency.
Qualifications
- Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
- 2 years of experience in IT operations or technical support with at least 1 year in a supervisory or leadership role.
- Strong understanding of incident management queue management and ITIL practices.
- Experience with enterprise level monitoring and ticketing systems.
- Excellent communication coordination and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical skills and attention to detail.
- Familiarity with incident escalation protocols and technical troubleshooting.
- Open to work onsite and on a Mid shift schedule
Preferred Skills
- Technical certifications on a major IT field (e.g. Network-CCNA Server-Windows Server Admin Azure sysadmin etc.)
- Experience in a global or multi-regional IT support environment.
- Proficiency in managing incidents and SLA/metric compliance.
Required Experience:
Manager
Key Skills
- Access Control System
- Information Technology
- Bar Management
- Jpa
- Law
- Jdbc
About Company
COVID-19 presents an unprecedented and challenging situation for all of us. At Conduent, our top priority is to protect our associate base and the communities where we live and work, while continuing to serve and help our clients at a time when they need us most. We’d like to thank ev ... View more
