About the TeamLexisNexis Command Center IT Operations supports the reliability and availability of a broad portfolio of customer-facing production systems, enterprise systems and services, network infrastructure, and online content-processing operations.
About the RoleThe Supervisor provides day-to-day team leadership and hands-on technical support. This role coordinates shift activities, leads major incident response, manages escalations, and ensures that technical issues and business impacts are communicated clearly and promptly. The Supervisor also leads projects and continuous service improvement initiatives, contributes new ideas, and helps team members achieve their objectives.
Work Schedule and Location***Required- Work schedule Sunday, Monday, and Tuesday, plus every other Saturday
- 6:00 p.m. to 6:30 a.m. Eastern Time
- Position required to be on-site in Miamisburg, Ohio
- US Citizen required for additional clearance after start
Requirements- Bachelor's degree in a related technology field or equivalent work experience.
- Demonstrated leadership experience in a technical or operational environment. This may include experience as a supervisor, team lead, incident lead, technical lead, or mentor.
- Experience leading major incident response in a production support environment.
- Experience coordinating people, priorities, and resources in a fast-paced support environment.
- Strong decision-making, troubleshooting, coaching, and conflict-resolution skills.
- Excellent written and verbal communication skills, including the ability to explain technical issues and business impacts to nontechnical audiences and leadership.
- Broad technical support experience across customer-facing production and enterprise environments. Areas may include systems and services, cloud or network infrastructure, or automated content-processing workflows and job streams.
- Experience with incident, problem, change, and service-request management processes.
- Working knowledge of one or more of the following: AWS, Microsoft Azure, Windows, Linux, or networking.
- Experience with operational monitoring, IT service management, logging, or cloud platforms. Examples include ServiceNow, Datadog, Splunk, Broadcom CA Spectrum, AWS, Microsoft Azure, or similar tools.
- Ability to balance team leadership, hands-on technical support, project responsibilities, and multiple priorities during high-impact incidents.
Preferred Qualifications- Experience with scripting and automation.
- Experience with data analytics, reporting, or operational dashboards.
- Experience using artificial intelligence tools to improve technical or operational processes.
- Relevant technical certifications, such as AWS, Microsoft Azure, CompTIA A+, CCNA, or comparable certifications.
Responsibilities- Lead shift activities, priorities, staffing coverage, and escalations.
- Guide, coach, and mentor Command Center Production Support Analysts.
- Monitor customer-facing production systems, enterprise systems and services, and network infrastructure for availability and performance.
- Monitor automated content-processing workflows and job streams, identify failures or delays, and coordinate recovery to ensure content is available within online products.
- Investigate alerts and incidents, identify recovery actions, and escalate issues appropriately.
- Lead major incident calls and coordinate technical teams, service owners, and vendors through service restoration.
- Provide clear and timely updates to technical teams, stakeholders, and leadership.
- Ensure incidents, changes, and service requests are properly managed and documented.
- Lead projects and continuous service improvement initiatives involving processes, monitoring, automation, tools, and team capabilities.
- Identify and develop improvement ideas that increase operational effectiveness and service quality.
- Help team members establish priorities, overcome obstacles, and achieve individual and team objectives.
Work in a Way That Works for YouWe promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
- Working flexible hours to help you fit everything in and work when you are the most productive
Working for YouWe know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
U.S. National Base Pay Range: $86,600 - $144,400. Geographic differentials may apply in some locations to better reflect local market rates.This job is eligible for an annual incentive bonus.
