IT Command Center - Shift Manager

Title: Shift Manager, IT Command Center

Location: Atlanta, GA

Position Summary: Candidate will be part of team responsible for the troubleshooting and

maintenance of application workloads in multiple cloud environments. Candidate will be

responsible for monitoring dashboards and responding to network, application and infrastructure

alerts. Candidate will be involved in the management of ticket-based work. There will also be

management of communications via phone and email to and from third-party vendors, data-

processing vendors, and financial institutions.

Key Areas of Responsibility

 Manage the training, performance, and career development of a team of IT Command

Center analysts, levels I & II

 Ensure the completion of all cases and case tasks

 Represent the first stage of escalation for incidents and/or customer cases

 Act as a point of contact for all major incidents

 Execute the "Major Incident Management" process and carry out the respective

reporting procedure

 Communicate incident details to the business

 Monitor incidents to ensure that Service Level Agreements are respected

 Ensure the resolution of all major incidents

 Participate in major incident reviews (i.e., Problem Management participant)

 Review Changes for approval

 Establish continuous process improvement cycles where the process performance,

activities, roles and responsibilities, policies, procedures and supporting technology are

reviewed and enhanced where applicable

Basic Qualifications:

 Bachelor’s degree in information technology, computer science or related field, or

equivalent work experience

 3+ years managerial/leadership experience

 Broad IT knowledge and experience

 Outstanding communications skills, both written and verbal

 Excellent troubleshooting skill with experience

 Proven major incident management experience

Preferred Qualifications:

 Experience in the Banking/FinTech Industry

 Observability tool experience (Dynatrace, SolarWinds, GCP, etc.)