Integrated Shift Supervisor - Day Shift

Integrated Shift Supervisor - Day Shift Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type: Regular Percentage of Travel Required: None Type of Travel: None Anticipated Posting End: There is not an anticipated end date for this posting since applications are needed on an ongoing basis. The Shift Supervisor is responsible for directing on-shift staff, performing oversight and coordination of a multisource services environment. He / She supports our COMM Network Operations Center. The Shift Supervisor ensures monitoring, tracking, proper severity Level of incidents, and the escalation of incidents affecting critical business functions are managed and that situational awareness of any anomalies are relayed to appropriate leadership. The proactive nature of this position demands an experienced manager with operational experience with the ability to direct the performance of resources that support critical operations. Work hours to be assigned: Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts 1600-0400 or 0400-1600 Position Responsibilities: u2022 Monitors and tracks service impacting changes in the Enterprise infrastructure u2022 Works with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the Enterprise u2022 Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the Enterprise using monitoring tools u2022 Assists with the development and maintenance of standard operation monitoring procedures u2022 Assists with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, and documenting a timeline of events) u2022 Monitors planned and unplanned service impacting changes u2022 Assists with the preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages u2022 Assists with SharePoint Outage Tracker entries and updates u2022 Assists with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources u2022 Archives Daily Operations Report and Shift Change Log (Day Shift) u2022 Performs trend analysis, incident problem review and recommendations, and reports incident/service status via defined reporting forms, as requested u2022 Checks on the status of Critical Site Tickets and drives them to closer, if possible u2022 Checks on the status of Prolonged/Multiple Transfers of Tickets and drives them to closer, if possible u2022 Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations u2022 Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends u2022 Proactively monitors high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services u2022 Supports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low intensity conflicts, acts or terrorism) and correlates impacts to Enterprise Operations Squadron managed and monitored systems u2022 Provides operational coordination for network Event and Incident Management functions u2022 Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership u2022 Supports the Government by performing daily ad hoc taskings from the Customer u2022 Generates Situational Awareness notification via various messaging systems for distribution to customers u2022 Provides technical assistance, when requested, by the Customer in support of defined duties u2022 Provides coordination, data collection, and other support to the After Action Report process u2022 Integrates ITIL v3 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation u2022 Demonstrates an understanding of network services, and Carrier Ethernet u2022 Responsible for collection of incident information through customer conversation, and self-service support tools. u2022 Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. u2022 Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. u2022 Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. u2022 Executes against established Service Level Agreements (SLA). u2022 Documents resolutions and updates self-help and staff knowledge bases. u2022 Alerts management to recurring problems and patterns of problems. Required Qualifications: u2022 An Active TS/SCI Clearance with Polygraph u2022 Minimum 5 yearsu2019 of recent and relevant experience successfully coordinating/directing IT operations, performing under documented 24x7x365 operational performance requirements u2022 Technical background and strong IT skills/knowledge in networking u2022 Proficient writing skills u2022 Experience drafting presentations and executive level reports u2022 Must be able to review technical documentation and summaries information for executive level review Required Certifications u00b7 Security+ or any DoD 8140 IAT certification u2022 Any ITIL 4 Certification Desired Qualifications: u2022 Proficient in word processing, spreadsheets, and desktop applications u2022 Strong communication and interpersonal skills u2022 Strong logic and analytical skills u2022 Strong customer service skills and experience u2022 Excellent oral and written communication skills u2022 Proven ability to multi-task and prioritize, with an attention to detail, in a fast-paced environment u2022 Excellent organizational skills u2022 Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems ITIL Service Operations or ITIL Service Operations Analysis, Cisco CCNP, Cisco CCNA, AWS Associate or better, VMWare vSpere, or MCSA This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI. ________________________________________________________________________________________ What You Can Expect: A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, youu2019ll be part of a high-performing group dedicated to our customeru2019s missions and driven by a higher purpose u2013 to ensure the safety of our nation. An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. Youu2019ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality. A focus on continuous growth. Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground u2014 in your career and in our legacy. Your potential is limitless. So is ours. Learn more about CACI here. ( ________________________________________________________________________________________ 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. Learn more here (. The proposed salary range for this position is: $67,800 - 142,200 USD _CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

Created: 2025-12-12