Assistant Supervisor Of IT Operations

The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

The Massachusetts Executive Office of Technology Services and Security is seeking to hire an Assistant Supervisor of IT Operations to join the EOTSS Operations Services group. The Assistant Supervisor of Operations will be mainly responsible for directly assisting the supervisor in the running of the assigned shift. In the absence of the Supervisor, the incumbent will be responsible for performing the supervisory duties and responsibilities. These responsibilities include, but not limited to, monitoring of batch processing, network / infrastructure monitoring and ensuring that all failures are documented and escalated appropriately according to Operation's escalation policy.

The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. This role is based on a 3-day work week schedule: 3 days on/4 days off. The day shift work schedule is from 6AM to 7PM EST.

This opportunity would be expected to follow a hybrid model of reporting (2 shifts at home, 1 in person).

All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Duties and Responsibilities:

• Assist the shift supervisor in the supervision of the Operations Service staff. This includes in helping to create an atmosphere of good teamwork and individual accountability. In the absence of the shift supervisor, the assistant will assume all supervisory duties.

• Ensure all monitored events are quickly responded to and associated incidents are logged into the Service Desk tool. This includes ensuring that documented on call and escalation policy is followed.

• Be attentive and follow any new processes and procedures.

• Assist in updating and creating procedures and process enhancements affecting Operations

• Provide quality customer service. Interact professionally with customers, other support teams and coworkers always.

• Ability to prepare and perform an accurate and thorough Shift Turnover.

• Perform all related duties and participate in special projects as assigned.

Preferred Knowledge, Skills & Abilities:

• Two (2) years of experience in a production, mission-critical, 24x7x365 IT operations environment with knowledge of electronic data processing principles, techniques, and standard data center operating procedures.

• Two (2) years of experience providing service delivery support disciplines as defined until ITIL.

• Proven knowledge and experience in utilizing a ticketing system, with Service Now experience preferred.

• Proficient with Microsoft Office 365 applications (Word, Excel, PowerPoint, and Outlook).

• Strong knowledge and hands-on experience with automated scheduling systems; Control-M preferred.

• Demonstrated knowledge and hands-on experience with infrastructure monitoring tools such as OpsRamp, SolarWinds or CloudWatch.

• Understanding ITIL best practices (Incident Management, Major Incident Management, Change Management, Problem Management).

• Quick to pick up new skills and not afraid to innovate and take measured risks.

• Genuine interest in technology and a good understanding of internet technologies and applications.

• Ability to assist and guide coworkers with defined policies and procedures.

• Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner.

• Experience in establishing and maintaining relationships with individuals at all levels of the organization, including the executive level.

• ITIL foundation certification desirable.

Below you will find the designated classification for this opportunity:

Job Family: IT Service Management and Operations

Job Function: IT Operations Analyst II

Job Level: Level II

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least one year must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.

SUBSTITUTIONS:

I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*

II. A Bachelor's or higher degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*

III. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.*

IV. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.

V. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.

• Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitution will be allowed for the one year of the required (B) experience.

Special Requirements: None

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.