Availability Operations Lead - 24x7 Incident & Scheduling

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

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