1+ months

Product Support Supervisor (IT Data Center Supervisor) - Overnight

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003E\u003Cspan\u003EThis particular position is for an OVERNIGHT Supervisor*\u003C/span\u003E\u003Cbr /\u003E \u003Cbr /\u003E POSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E \u003Cspan\u003ETechnology Operations Command Center Supervisor supports multiple infrastructure technology teams that include Linux, Windows, Network, Middleware, Large Systems, Mainframe, Batch, Production Control, Database, Virtual environment, Big Data, storage, etc. This is a 24x7 support organization located at the Austin and Atlanta data centers. Manages on shore associates and offshore support.\u003C/span\u003E\u003Cbr /\u003E\u003Cul\u003E\u003Cli\u003EThis position will serve as an IT Shift Supervisor as part of a 24x7 IT Operations team, serving to ensure IT service levels are met.\u003C/li\u003E\u003Cli\u003EThis position is responsible for overseeing a team of operations associates and ensuring they have the resources to provide excellent service to customers.\u003C/li\u003E\u003Cli\u003EAdditionally, supervisors are expected to monitor and coach associates in order to improve their skills and improve call statistics\u003C/li\u003E\u003Cli\u003ESupervisor engages in all aspects of people management including associate development, accountability, hiring and termination\u003C/li\u003E\u003Cli\u003ESupervisor engages on projects to take on new support including forecasting volume and resource acquisition, developing, and updating business process\u003C/li\u003E\u003Cli\u003EOther activities the Supervisor will engage on is Manager on Duty rotation, Incident management, problem management, AI and Automation initiatives, etc\u003C/li\u003E\u003Cli\u003ESupervisor is expected to always be connected to the business via technology and respond accordingly to requests and events as needed\u003C/li\u003E\u003Cli\u003ESupervisors are additionally responsible for the implementation of improved procedures and/or enhanced diagnostic tools for others on the team to use to proactively resolve problems prior to any reported business impact.\u003C/li\u003E\u003Cli\u003EThe ideal candidate for this position will have a strong conceptual knowledge of data center And cloud technology.\u003C/li\u003E\u003Cli\u003EThe candidate will have the ability to manage and work with subject matter experts, middle management and executive level management.\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 40% - Delivery \u0026 Execution: \u003Cbr /\u003E Provides on-call support at Team Lead level in paging system \u003Cbr /\u003E Partners to resolve escalated technical and executive level issues \u003Cbr /\u003E Acts as a SME for various aspects of the IT Support business to ensure knowledge base articles, training, and knowledge is shared across the Support Desk Services business for VPN/Connectivity, Networking/Firewall, Security/Virus, Training/Knowledge Mgmt., Change Mgmt., Microsoft, Telepresence, etc. \u003Cbr /\u003E Engages, tracks, and partners with The Home Depot teams to build relationships and ensure root cause fixes are implemented \u003Cbr /\u003E Leads and manages projects within the IT Support Teams; provides engagement, consultation, and direction for projects outside of the Support Desk \u003Cbr /\u003E Drives alignment and improvement across the IT Support \u003Cbr /\u003E \u003Cbr /\u003E 30% - Administration \u0026 Operations: \u003Cbr /\u003E Monitors daily business operations; assigns and delegates work to the team to meet SLAs (e.g., HPSM inboxes, CMS L2 phone queue) \u003Cbr /\u003E Creates reports to help run business needs (daily, weekly, monthly metrics; customer satisfaction surveys, SCCM reports, Top Issues) \u003Cbr /\u003E Assesses sets, communicates, and drives standards in quality, call handling, troubleshooting, and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task; holds team accountable to meeting these standards \u003Cbr /\u003E Communicates regular pertinent product update information to keep knowledge current \u003Cbr /\u003E \u003Cbr /\u003E 30% - People: \u003Cbr /\u003E Provides leadership, mentoring, and coaching to the team \u003Cbr /\u003E Attracts, retains, and develops top talent \u003Cbr /\u003E Conducts annual and mid-year reviews, reviewing individual development plans and providing performance feedback \u003Cbr /\u003E Acts as a proponent of best practices \u003Cbr /\u003E Facilitates the onboarding and ramp up of new team members \u003Cbr /\u003E Monitors and observes team performance\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Typically reports to the Product Support Manager or Sr. Manager.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant condition\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Must be legally permitted to work in the United States \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E3 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003EAttracts Top Talent: Attracting and selecting the best talent to meet current and future business needs \u003Cbr /\u003E Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals \u003Cbr /\u003E Collaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003E Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique \u003Cbr /\u003E needs of different audiences \u003Cbr /\u003E Customer Focus: Building strong customer relationships and delivering customer-centric solutions \u003Cbr /\u003E Decision Quality: Making good and timely decisions that keep the organization moving forward \u003Cbr /\u003E Develops Talent: Developing people to meet both their career goals and the organization s goals \u003Cbr /\u003E Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives \u003Cbr /\u003E Ensures Accountability: Holding self and others accountable to meet commitments \u003Cbr /\u003E Manages Conflict: Handling conflict situations effectively, with a minimum of noise \u003Cbr /\u003E Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement \u003Cbr /\u003E Resourcefulness\u003C/div\u003E

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Posted: 2020-09-17 Expires: 2020-11-08

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Product Support Supervisor (IT Data Center Supervisor) - Overnight

Home Depot
Atlanta, GA 30303

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