Shift Service Manager

The Service Manager provides operational oversight for all technicians in the Enterprise Command Center during a given shift. This person must possess technical proficiency supporting servers (Window & Unix), and/or network devices (primarily Cisco) in an enterprise NOC environment. During their shift, the Service Manager is responsible for the availability of all production systems and acts as a single point of contact for outages. This includes establishing conference bridges, escalating and coordinating resources, communicating outage details and resolution status, and maintaining detailed logging of resolution activities. Provides technical problem resolution in a Tier 2 environment. Builds and maintains thorough, detailed knowledge of organization, services, and/or products supported by the department. Responsible for meeting Service Level Agreements and standards agreed to with management. Ensures smooth operation of facility in all functional areas and ensure any issues are resolved quickly and efficiently. Creates and distributes daily availability reports to senior IT management that track problem status and resolution.

Minimum Education and Experience Bachelor’s Degree and 2 years work experience or equivalent experience Required Skills and Education – Must be a US Citizen 2-5 years of professional experience in a data center/NOC environment.

  • Ability to work in a 24×7×365 fast-paced environment
  • Ability to prioritize issues and coordinate the escalation and service issues between all functional areas
  • Ability to manage and motivate staff
  • Advanced knowledge of network and server technologies (Routers, Switches, Load Balancers, Packet Windows, UNIX and Linux)
  • Ability to drive issues to resolution with little or no supervision
  • Ability to identify opportunities for improvement and effectively implement measures to address them
  • Experience with storage data replication technologies
  • Experience with Network and Systems monitoring using industry standard tools
  • Strong verbal and written communications skills
  • Strong Customer Service Skills

Preferred Skills and Education 5+ years of related experience

Degree in computer science and/or IT management discipline

About BAE Systems, Inc. BAE Systems is a premier global defense and security company with approximately 90,000 employees delivering a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support and services. People are the greatest asset in any Company. BAE Systems is committed to hiring and retaining a diverse workforce. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression EEO Career Site Equal Opportunity Employer. Minorities . females . veterans . individuals with disabilities . sexual orientation . gender identity . gender expression


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