Supervisor, IT Operations

Primary Work Location:

Hybrid working environment (combination of on-site and remote work) where you are required to travel to our Westborough, MA offices for in-person meetings and events

Job Summary:

Reporting to the Manager, IT Operations, the Supervisor will be responsible for the successful operation of the 24x7 Operations Center. The focus is on working with our teams to ensure the successful monitoring of services provided to our customers, with proper tiered levels of escalation across UITS and remediation through corrective actions where possible to reduce or prevent impact. Monitoring includes IT infrastructure (on-prem and cloud), services, products, batch jobs, and associated components on a 24/7 basis.

Essential Functions:

Supervisory Responsibilities

• Directly manage the 24x7 Computer Operators. This includes assisting in recruiting, hiring, performance appraisals, training, and staff growth and development
• Collaborate across UITS to ensure that Operations provides optimum value in daily batch processing and larger upgrades
• Act as an Incident Manager for the major incident process to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident reviews that clearly document how to prevent the MI from occurring again

24x7 Operations Support:

• Provide technical expertise & strong troubleshooting skills to the team and ensure that they possess and grow their technical skills to perform their role
• Organize and prioritize projects and daily tasks, ensuring work is completed in a timely manner
• Handle escalations, giving a high level of service to support our customers and teams
• Work closely with our teams to establish ops as the point for end-to-end monitoring and integrate tools, including network monitoring processes, cloud infrastructure monitoring processes, and tools, and manage the status
• Ensure IT assets are being monitored as expected and escalation steps are defined and documented
• Act as the Change Control (currently the Operations meeting) meeting facilitator, overseeing weekly changes, incident reviews, and root cause analysis of application upgrades, technology deployments, maintenance, and major incidents.
• Determine whether monitoring thresholds are set appropriately and adjusted as needed
• Document detailed processes and work instructions for Operations staff to follow
• Train Operations staff in the use of monitoring tools as well as processes and work instructions
• Continually assess what services can be offered on a 24x7 basis through the Operations Center

Other Functions:

Leadership:

• Champion operational excellence
• Mentor team members and effectively share knowledge
• Represent the needs of UMASS leadership to team members. Be a role model and lead by example
• Set goals for the team and self-development and be driven to reach them

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• Bachelor's degree in a related field or equivalent experience
• 3-5 years of experience in a support or network role supporting a large-scale production environment
• Working knowledge of networking and network security technologies and protocols
• A problem-solving attitude with an ability to motivate staff to achieve specific goals is essential to performing well in this position
• Strong analytical skills plus an ability to manage concurrent projects and activities
• Strong customer service and interpersonal skills
• Communicate effectively in written and verbal formats with multiple stakeholders, including team members, peers, business stakeholders, vendors, leadership, and customers
• Experience working with enterprise monitoring tools

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• An understanding of ITIL foundations

Working Conditions:

• Must be able to travel occasionally to Westborough office for in-person meetings and events
• Typical office environment
• Suitable in-home office environment
• Must be available for occasional early morning, evening, and weekend work to support project deployments or special events
• Participation in 24x7 on-call rotation as a Major Incident Manager

Additional Details:

Salary commensurate with experience up to $110,000