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Job Information
Job title

Command Center Shift Supervisor

Company Fifth Third Bank
Wage between $0.00 - $0.00 Annually
Location United States, Michigan, Grand Rapids
Employment type Full Time
Education Bachelor
Year Experience 2 - 3 Years of Practical Experience
Travel None
Published on 12/20/2007
Description
GENERAL FUNCTION:
Lead day-to-day incident management and user administration services in a 24 by 7 managed services environment. Provide direct guidance to team members in the daily execution of operational duties while driving continual process improvements and productivity. Drives initial response and resolution to incidents and service requests against defined objectives and SLAs.

DUTIES & RESPONSIBILITIES:

  • Provide direct guidance to team members in the daily execution of operational duties

  • Drive initial response and resolution to incidents and service requests against defined objectives and responsible for meeting customer SLA's.

  • Ensure shift activities meet customer objectives and ensure good working relationship with customers

  • Provide daily operational direction, escalations and oversight in meeting committed SLA's

  • Evaluate and validate incidents to drive resolution through the Event Management process

  • Manage incident escalation and communication with RM's and Sr. Mgmt team

     This position will be 1st shift Tuesday through Saturday 7:30-4:30 PM


    SUPERVISORY RESPONSIBILITIES:


  • Career development, coaching, and performance management

  • Actively manage staff member performance and development, maintain appropriate training and performance metrics for each team member

  • Manage a team of 10 to 15+ engineers

  • Mentor and provide positive and effective leadership

  • Able to perform annual reviews

  • Able to deal with personnel issues in an effective manner

  • Foster and support a positive working environment
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    Experience/Skills


    MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:



  • Bachelor's Degree in Computer Science or equivalent

  • ITIL and/or Lean Six Sigma Certification preferred

  • 4 or more years service support, in a Open Systems and Mainframe network

  • Experience managing over 10,000 devices in a heterogeneous vendor platform environment with multiple infrastructure architectures

  • 3 years experience managing exempt professionals in an 24 by 7 environment

  • Excellent communication (oral, listening, and writing) skills

  • Knowledge of applications management processes and methodologies

  • Microsoft and/or Cisco Certifications an asset

  • Strong problem solving, time management, and organizational skills

  • Ability to interact with all levels of management both inside and outside IT services infrastructure

  • General knowledge of applications management processes and methodologies


    • Other desired skills:
    Command Center Shift Supervisor
    This job has expired.