Operations Supervisor - OCC End User Computing

QUALIFICATIONS:

• Bachelor’s degree holder

• 10-12 years of systems or infrastructure engineering experience.

• 3-5 years of experience in a leadership or people-management role.

• Advanced knowledge of Windows systems and infrastructure (Windows servers, AD, DNS, and DHCP).

• Demonstrated experience in enterprise identity platforms (Entra ID/Active Directory) and public cloud (AWS and/or Azure).

• Experience in managing and supporting Microsoft 365 services (Exchange Online, SharePoint, OneDrive, and Microsoft Teams).

• Knowledge of incident management, service request fulfillment, change requests, and major incident management.

• Advanced understanding of system and problem management tools.

• System installation and troubleshooting experience.

• Knowledge of virtual server environments and thin clients.

• Knowledge of scripts for automation.

• Knowledge of system recovery procedures.

• Strong skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others.

• Strong organization/project planning, time management, and change management skills across multiple functional groups and departments, and strong delegation skills involving prioritizing, reprioritizing projects, and managing projects of various size and complexity.

• Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making.

• Strong communication (verbal and written) and customer service skills. Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums.

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

ACCOUNTABILITIES:

• Serve as subject matter expert demonstrating thorough understanding of major system components when completing assigned tasks (i.e., Windows infrastructure, AD, DNS, DHCP, Microsoft 365, AWS, and/or Azure).

• Lead team of systems engineers to ensure timely and accurate performance of all team activities.

• Carry out management responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

• Ensure all staff are provided with training and resources needed to perform their jobs to the most outstanding degree possible. Ensure all staff receive frequent feedback and coaching to meet and exceed individual and team performance goals consistently.

• Manage and encourage new ideas from staff to foster improvements through innovations.

• Empower the staff to be accountable and responsible for their own actions and decisions.

• Partner closely with development groups, support groups, and vendors to coordinate special operations and communicate/escalate problems as appropriate to meet assigned deadlines.

• Assist in daily support of the systems/products assigned, through early detection and pursuit of changes in system responses or operation.

• Work closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery.

• Diagnose system performance problems using available standard performance tools and system indicators such as queue lengths, CPU utilization, etc.

• Recommend and change system parameters or configuration variables to improve overall system performance.

• Debug any system problems, develop online procedures for execution of commonly used processes, and perform procedures necessary for recovery.

• Demonstrate thorough understanding of all system components and of program products assigned to support.

• Demonstrate knowledge of system parameters to control, configure, and install various systems; in-depth knowledge of software installation aids; and user knowledge of all facets of the online system.

• Provide prompt recovery and problem escalation for exceptions, extrapolating and integrating information within defined boundaries, using multiple system management and problem management tools.

• Assist in daily support of the systems/products assigned, through early detection and pursuit of changes in system responses or operation.

• Apply problem-solving skills in multiple operating environments to support assignments involving the execution of a series of related tasks.

• Develop and implement security programs: manage and execute project deliverables; communicate to affected stakeholders including departments within the company; develop program procedures including guidelines and flow diagrams to be implemented on an ongoing basis; and develop tools or metrics that allow for the measurement of successful program implementation.

• Participate in an on-call rotation, supporting escalations and providing after-hours support as needed.

• All other duties as assigned.

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