Availability Manager - Level 1

CyberCore Technologies; Columbia (MD); On-site; USD 75,000 - 110,000; Full time

Job summary

CyberCore Technologies is seeking an Operations Oversight lead to supervise a 24x7 operations center, ensuring prompt identification, prioritization, and resolution of issues to meet SLAs and customer objectives. The role emphasizes incident management leadership, staff development, performance coaching, and clear reporting to management and customer POCs, enabling a high-performing, collaborative team.

Shifts run Tuesday–Saturday 2pm–10pm or Wednesday–Saturday 12pm–12am, with on-site presence

Qualifications

• Supervise 24x7 operations center staff to meet or exceed SLAs and customer objectives.
• Identify and drive improvements to core business processes to enhance service delivery.
• Lead incident response during outages, coordinating resources and ensuring timely notifications.
• Evaluate staff performance and provide coaching for growth, addressing issues.
• Prepare and deliver daily incident/ SLA reports and updates to management.

Responsibilities

• Schedule operations center staff for 24x7 coverage.
• Communicate with all levels of personnel to foster collaboration.
• Prepare and deliver daily reports on incidents, changes, and SLA status.

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 2 pm to 10 pm or

Wednesday - Saturday between 12 pm to 12 am