The Shift Supervisor is responsible for directing on-shift personnel and providing oversight and coordination across a multi-source service environment in support of the COMM Network Operations Center (NOC). This role ensures incidents are properly monitored, tracked, prioritized, and escalated according to established severity levels, particularly those impacting critical business functions. The Shift Supervisor is also responsible for maintaining situational awareness of operational conditions and communicating significant incidents, anomalies, and service impacts to appropriate leadership.

Given the proactive nature of the position, the Shift Supervisor must possess strong operational leadership experience, sound decision-making skills, and the ability to effectively direct resources supporting mission-critical operations in a fast-paced environment.

Work Schedule:

• Panama Schedule (2 on, 2 off, 3 on, 2 off, 2 on, 3 off)

• Monitor and track service-impacting changes within the Enterprise infrastructure.

• Work with Service Operations staff during the installation, upgrade, or decommissioning of infrastructure equipment and software to monitor and assess potential impacts to the Enterprise.

• Monitor and analyze critical incident alerts related to outages or service degradations affecting the Enterprise using enterprise monitoring tools.

• Assist with the development and maintenance of standard operating monitoring procedures.

• Support Major Incident Severity Level calls, including establishing conference bridges, identifying appropriate service-line resources, and documenting timelines of events.

• Monitor planned and unplanned service-impacting changes.

• Assist with the preparation and distribution of Outage Notifications, Resolution Notifications, Advisory Notifications, Planned Outage Notifications, and associated updates.

• Assist with SharePoint Outage Tracker entries and updates.

• Assist with establishing conference bridges in support of Severity Level 1 and Severity Level 2 incidents and engage appropriate resources.

• Archive the Daily Operations Report and Shift Change Log (Day Shift).

• Perform trend analysis, incident reviews, recommendations, and service-status reporting through established reporting mechanisms, as requested.

• Review the status of Critical Site Tickets and drive them to closure whenever possible.

• Review the status of tickets experiencing prolonged resolution times or multiple transfers and drive them to closure whenever possible.

• Provide Situational Awareness support to the customer, including updating reports, maintaining documentation and master station logs, monitoring chat rooms, and communicating ongoing operational impacts.

• Leverage Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreement (SLA) compliance, and other service-related trends.

• Proactively monitor high-priority incidents affecting VIP personnel and mission-, business-, or enterprise-critical services.

• Support the Government's Situational Awareness efforts regarding world, national, and local events (e.g., natural disasters, civil unrest, low-intensity conflicts, and acts of terrorism) and correlate potential impacts to Enterprise Operations Squadron-managed systems.

• Provide operational coordination for network Event and Incident Management functions.

• Prepare daily network availability briefings, charts, and reports for customer distribution to Government leadership.

• Support the Government by performing daily ad hoc taskings as requested by the customer.

• Generate Situational Awareness notifications through various messaging systems for customer distribution.

• Provide technical assistance, when requested by the customer, in support of assigned duties.

• Provide coordination, data collection, and support for the After-Action Report (AAR) process.

• Integrate ITIL v3 best practices into existing documentation, recommend process improvements, and assist with maintaining governance documentation.

• Demonstrate an understanding of network services and Carrier Ethernet technologies.

• Collect incident information through customer interactions and self-service support tools.

• Track incidents and requests from identification through resolution, ensuring a quality end-to-end customer experience.

• Conduct initial assessment, triage, research, and resolution of basic incidents and service requests involving application software and infrastructure components.

• Communicate status and progress updates in a timely manner.

• Engage Service Desk personnel and other support resources to resolve incidents that exceed the scope of individual responsibility by routing issues to appropriate product-line, application, or system support specialists.

• Execute responsibilities in accordance with established Service Level Agreements (SLAs).

• Document resolutions and maintain self-help and staff knowledge bases.

• Alert management to recurring issues, trends, and problem patterns.

• Active TS/SCI clearance with Polygraph.

• Minimum of five (5) years of recent and relevant experience coordinating and directing IT operations in a 24x7x365 operational environment.

• Strong technical background and working knowledge of networking technologies.

• Strong written communication skills.

• Experience preparing presentations and executive-level reports.

• Ability to review technical documentation and summarize complex information for executive-level audiences.

• Security+ or another DoD 8140 IAT-compliant certification.

• Any ITIL 4 certification.

• Proficiency with word processing, spreadsheet, and desktop productivity applications.

• Strong communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Strong customer service skills and experience.

• Excellent verbal and written communication skills.

• Proven ability to multitask, prioritize competing requirements, and maintain attention to detail in a fast-paced environment.

• Excellent organizational skills.

• Working knowledge of ServiceNow, Windows desktop environments, and other IT Service Management (ITSM) platforms.

• Relevant certifications such as ITIL Service Operations, ITIL Service Operations Analysis, Cisco CCNA, Cisco CCNP, AWS Associate (or higher), VMware vSphere, or Microsoft Certified Solutions (MCS) certifications.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: