General Purpose of the Position:

The primary purpose of this position is to ensure the Mission Control Team consistently performs to standards outlined by policies and procedures established for its operation

Supervisory Responsibilities:

This position carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Supervisory responsibilities include, but are not limited to: training and mentoring employees; planning, assigning, delegating and directing work; appraising performance; rewarding and disciplining employees; and resolving employee issues.

Essential Duties and Responsibilities:

• Maintain the operational integrity of operations and incident management to ensure consistent delivery of service
• Analyze statistics and KPIs to determine and improve level of service
• Act as an elevated escalation contact for SMC operations to include on call responsibilities
• Responsible for completion of direct/indirect reporting personnel performance evaluations and disciplinary action when applicable
• Plan, develop, and implement enhanced policies and procedures to streamline efficiency and customer service
• Scheduling of personnel to meet operational needs of the department
• Define/create performance metrics
• Operations continuity planning and development of training regiment
• Perform quality assurance audits for network investigations to minimize MTTR, MTTC, etc.
• Oversight and execution of assigned projects and programs
• Provide operational documentation to managerial reporting structure (AAR, Product Analysis, etc.)
• Be operationally fluent with all responsibilities of direct reports
• Perform quality assurance reviews on Supervisors to include Technician reports
• Provide coaching/training; mentoring

Other Duties:

• Local, domestic, and international travel may be required at Switch’s request
• Other duties assigned

Required Job Skills:

• Required to work a flexible schedule according to business needs/events (to include, but not limited to nights and weekends and/or shift rotation)
• Punctual and reliable
• Project management oriented
• Ability to manage multiple events simultaneously
• Customer service solution focus
• Efficiently interact with computing systems
• Ability to interact with staff (at all levels) in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism
• Excellent oral and written communication and interpersonal skills using methods such as direct contact, phone, email and instant messaging as well as documentation/tracking incidents in the ticketing system.  Must be able to accurately communicate complex issues using easy to understand terminology
• Must have an operational understanding of various network topologies
• Well versed with various network circuit types, configurations, and physical deployment of the circuits
• Demonstrated knowledge of Switch products, mission critical services, and supported datacenter infrastructure
• Detailed understanding of electrical and mechanical systems that may be deployed in a data center environment or mission critical facility (hospital, nuclear plant). This may include electrical feeders, transformers, generators, switchgear, UPS systems, DC power systems, ATS/STS units, PDU units, air handling units, fluid coolers, and fire suppression systems

Computer Equipment and Software:

• Computer literate with an emphasis on Microsoft Office Suite
• Experience with equipment terminal access applications (Ex.: CRT, Putty, SSH)
• Experience with network monitoring software applications (Ex.: Syslog, Nagios, etc.)

Education and Experience:

Certification:    

• Osha 30 – required within 6 months
• ITIL Foundation – required within 6 months
• Leadership Training – required within 12 months
• CompTIA A+ and Security+ recommended

Education:

• Associates Degree in Information Technology, Technical trade, or related areas. Bachelor’s Degree preferred
• Equivalent of education and work experience

Experience:     

• 4+ years of professional support consistent with overall service delivery seen in a data center environment (facility, electrical, mechanical, and network connectivity) 
• 2+ years in a supervisory role or related management experience
• Must have background within the Information Technology field or related educational background which includes troubleshooting and critical path creation that leads to problem resolution as well as demonstrated ability to troubleshoot all critical systems delivered by Switch

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The data center is a 24 hour/7 day operation. This position requires the ability to work effectively under pressure and multi-task and manage multiple projects simultaneously. This person may be required to work extended hours during peak work periods. Team members will be required to communicate and relay information effectively. Work will primarily be in an office setting.

While performing the duties of this job, the employee may be required to sit or stand for extended periods of time, operate a computer, and have specific vision abilities to include being able to accurately identify color coded alerts displayed via multiple monitoring systems, and have the ability to adjust focus while working with computers and business equipment.

If your position requires you to work in the field and/or warehouse, it is mandatory that you wear approved Personal Protective Equipment.