Shift Manager

About the role

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.

What you'll do

• Essential Job Duties and
• 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

What you need

• 5–8 yrs of experience
• SIEM
• EDR
• ITIL
• Compliance
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ServiceNow
• JIRA