Shift Manager

Cubic Transportation Systems (India); Telangana; On-site; INR 600,000 - 900,000; Full time

Job summary

Cubic Transportation Systems in Telangana (India) is seeking a Shift Coordinator for the CTS 24x7 Service Operations team. You will supervise Tier 1 and Tier 2 staff across NOC, SOC, and Service Desk, triaging events, and ensuring tickets are properly managed and escalated per defined protocols.

You will confirm real-time shift staffing, coordinate cross-functional actions, and maintain handover records to support ISO/IEC 27001:2022 and PCI DSS requirements.

Qualifications

• Oversee NOC, SOC and Service Desk with ITIL-aligned practices.
• Coordinate escalation and incident handling per defined protocols.
• Ensure audit-ready shift documentation per ISO/IEC 27001 and PCI DSS requirements.

Responsibilities

• Provide direct supervision to Tier 1 and Tier 2 NOC, SOC, and Service Desk analysts during the assigned shift.
• Assign work at shift start and rebalance workload based on ticket volume and incident severity.
• Confirm shift coverage and adjust in real time for sickness, PTO or absences.
• Serve as initial escalation point for issues needing authority beyond Tier 1/2.
• Track and report shift-level metrics (ticket volume, SLA adherence, incident counts).
• Execute formal shift handovers at start and end of every shift per CTS/NOC scope definitions.

Job description

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people's lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

Job Summary

As a Shift Coordinator on the CTS 24x7 Service Operations team, you will provide direct supervision to Tier 1 and Tier 2 staff across the Network Operations Center (NOC), Security Operations Center (SOC), and Service Desk during your assigned shift. You act as the technical and operational command authority during the shift. You are responsible for ensuring that events across all three functions are correctly triaged, tickets are properly assigned and tracked, incidents are escalated per defined protocols, and shift handovers preserve full situational awareness for the incoming shift.

You are responsible for confirming shift staffing coverage in real time and for adjusting assignments to accommodate last-minute absences. You are the immediate escalation path for issues that exceed the authority of the Tier 1 and Tier 2 analysts on the shift, and you elevate to the Director of Technical Service Operations for issues that exceed shift authority.

Work is conducted under the compliance frameworks that govern CTS operations, in particular ITIL 4 (Monitoring and Event Management, Incident Management, Continual Improvement), ISO/IEC 27001:2022 (Annex A logging, monitoring, and incident management controls), and PCI DSS v4.0.1 (Requirements 10 and 12.10). You will be recognized inside CTS as the shift-level owner for cross-function coordination and evidence continuity.

RESPONSIBILITIES

Essential Job Duties and Responsibilities

Shift Command and Team Coordination

Provide direct supervision to Tier 1 and Tier 2 NOC, SOC, and Service Desk analysts during the assigned shift.

Assign work at shift start and re-balance workload throughout the shift based on ticket volume, incident severity, and individual analyst capacity.

Confirm complete shift coverage across NOC, SOC, and Service Desk queues at shift start; adjust in real time when staff are unavailable because of sick calls, unplanned PTO, or emergency absence.

Serve as the initial escalation point for any Tier 1 or Tier 2 analyst who needs additional authority, judgment, or cross-functional coordination.

Track and report shift-level metrics (ticket volume, SLA adherence, incident count by severity) at shift close.

Shift Handover Discipline

Execute a formal shift handover at the start and end of every shift, per the protocols defined in the NOC Scope Definition and the CTS SOC Scope of Operations.

Ensure the handover record captures, at minimum: open incidents with owner and next action; active containment actions in progress; watchlist items; active maintenance windows; tooling or coverage gaps.

Retain handover records as ISMS evidence supporting ISO/IEC 27001:2022 A.5.10 and ITIL 4 Monitoring and Event Management practice.

Incident Management Coordination

Apply ITIL 4 Incident Management practice throughout the shift: validate alerts, classify severity, assign ownership, coordinate escalation, track resolution against SLA.

Coordinate the first 15 to 30 minutes of any SEV 0 or SEV 1 incident: declare the incident, engage the appropriate tiers, initiate stakeholder communications and hand off to the Incident Commander or on-call Tier 3 engineer.

Enforce severity special rules from the NOC Scope Definition (with for example, loss of logging or monitoring is never a SEV 4 event; SEV 0 or SEV 1 with a recent production change requires a change correlation step).

Ensure joint NOC-SOC coordination during Major Incidents: NOC leads operational recovery; SOC leads security investigation and containment; the Shift Coordinator maintains the shared incident bridge until the Incident Commander takes over.

Cross-Function Ticket Routing and Escalation

Monitor NOC, SOC, and Service Desk queues in the ITSM platform; ensure tickets are correctly categorized and assigned per the RACI.

Route security-relevant events from the NOC or Service Desk to the SOC per the defined Escalation pathway with enriched context.

Route operational recovery actions from the SOC to the NOC or regional IT Operations per the defined protocol.

Escalate to the Director of Technical Service Operations for any issue that exceeds shift authority.

Compliance Evidence and Documentation

Ensure shift activities produce audit-ready evidence supporting PCI DSS v4.0.1 Requirement 10 and Requirement 12.10, and ISO/IEC 27001:2022 A.5.24-A.5.28 and A.8.15-A.8.16.

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