Availability Manager

Iniscore Technologies, Inc.; Columbia (MD); On-site; USD 90,000 - 150,000; Full time

Job summary

Iniscore Technologies, Inc. seeks a senior Operations Center supervisor to oversee 24x7 staff, manage incident responses, and ensure SLA adherence. You will drive process improvements, deliver daily reports, and coordinate with technical teams and management.

Strong leadership and communication are essential. The role requires scheduling expertise, the ability to work non-standard hours, and active TS/SCI clearance with a polygraph.

Qualifications

• Bachelor’s degree in engineering is preferred or four extra years of related experience.
• Three years of related experience in a 24x7 operational environment.
• Experience scheduling and supervising staff in a continuous operations setting.
• Ability to work in a fast-paced, mission-critical environment and be on-call.

Responsibilities

• Operational Oversight: supervise 24x7 operations center staff to meet SLAs and customer objectives.
• Process Implementation & Improvement: drive core processes and improvements for efficiency.
• Incident Management Leadership: lead incident response during outages and coordinate resources.
• Staff Development & Performance: coach, mentor, and address performance as needed.
• Reporting & Communication: deliver daily incident and SLA reports and summarize major incidents.
• Scheduling: manage staff scheduling for continuous coverage.
• Collaboration: communicate with all levels of personnel and stakeholders.

Skills

Staff scheduling

Leadership

Incident management

Network troubleshooting

ITSM tools

Monitoring tools

Communication skills

Time management

Security clearance

Presentation skills

Education

Bachelor’s degree in engineering

Tools

HP OpenView

SolarWinds

Splunk

Remedy

ServiceNow

Service Manager

Job description

Operational Oversight: Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives.

Process Implementation & Improvement: Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency. Identify significant process matters or enhancements and drive their successful implementation.

Incident Management Leadership: Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).

Staff Development & Performance: Evaluate employees’ performance, provide coaching and mentoring for professional growth, and address performance issues. Make informed recommendations for personnel actions as needed to build a high-performing team.

Reporting & Communication: Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status. Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed.

Scheduling: Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.

Collaboration: Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.

REQUIRED SHIFT -Tuesday-Saturday 2pm-10pm or Wednesday-Saturday between 12pm-12am

Required Skills

• Education: Bachelor’s degree in engineering from an accredited college or university is desired
• Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor’s degree.
• Experience:
• Three (3) years of related experience
• Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.

Technical Skills:

• Strong troubleshooting abilities in both networking and desktop support.
• Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
• Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
• Professional Skills:
• Exceptional time management, communication, interpersonal, and presentation skills.
• Proven ability to communicate professionally with all levels of personnel and stakeholders.
• Strong leadership skills with a track record of developing high-performing teams.
• Additional Requirements:
• Ability to work in a fast-paced, mission-critical environment with shifting priorities.
• Availability to provide on-call support or work non-standard hours as needed
• Active TS/SCI security clearance with a polygraph is required