Sr Production Support Analyst

The Deputy Supervisor, Command Center IT Operations assists with the oversight and direction of the day-to-day activities of Command Center Operations, helping ensure that production systems, services, and network infrastructure operate reliably and securely. This role serves as the primary backup for Command Center Supervisor responsibilities and provides leadership support during exception scenarios, escalations, staffing needs, and major incidents.

The Deputy Supervisor supports teams responsible for monitoring system and network stability, responding to alerts and alarms, facilitating major incident response and resolution, communicating incident impact to business stakeholders, troubleshooting technical issues, and coordinating IT support activities to minimize business impact.

This position provides guidance and leadership to Command Center technicians while also remaining hands-on in technical support activities. The Deputy Supervisor handles escalations, assists with resolving user and system issues, monitors business-critical systems, and helps keep the team aligned on operational priorities. This role supports continuous improvement initiatives and core processes focused on managing incidents across supported enterprise systems and product offerings.

Candidates should note the hours: 6:00 PM – 6:30 AM Eastern Time, Sunday, Monday, Tuesday, and rotating Saturdays.

Basic Functions

• Assist with oversight of day-to-day Command Center Operations activities.
• Act as the primary backup for Supervisor responsibilities.
• Support monitoring of production systems, services, and network infrastructure.
• Help coordinate response to system management alerts, operational exceptions, support tickets, and alarms.
• Facilitate Major Incident response and resolution activities.
• Communicate major incident impact and status updates to business stakeholders clearly and timely.
• Provide hands-on technical support across multiple operational areas.
• Help ensure the team remains focused on Reliability, Availability, and Performance through continuous improvement and core operational processes.

Qualifications

• Demonstrated IT leadership experience, preferably in an Operations, Command Center, Service Desk, Network, Infrastructure, or Enterprise Support Environment.
• Experience supporting Incident Management processes, including Major Incident facilitation and stakeholder communications.
• Strong technical support experience across multiple IT support areas.
• Ability to make sound decisions in a fast-paced operational environment.
• Experience coaching, mentoring, or providing direction to technical team members.
• Strong written and verbal communication skills.
• Ability to explain technical issues clearly to both technical and non-technical audiences.
• Highly motivated, adaptable, and willing to take on new challenges.
• Bachelor’s degree in a related technology field, or equivalent work experience.
• Certifications in one or more of the following areas are a plus: AWS, Azure, CompTIA A+, CCNA, ITIL, or related technical certifications.

Responsibilities and Accountabilities

• Direct the daily activities of team members as needed.
• Provide daily coaching, mentoring, and development support to team members as needed.
• Assist with onboarding new staff.
• Support coordination of team training and ongoing development.
• Assist with staffing coverage and scheduling, including PTO and holiday coverage.
• Provide hands-on technical support across multiple Command Center functions.
• Handle Command Center escalations.
• Facilitate Major Incident Management activities.
• Provide Major Incident communications to stakeholders and business partners.
• Lead or oversee continuous improvement projects and help drive innovation.
• Support analytics and reporting to review and improve team and group performance.
• Build and maintain relationships with key support teams, vendors, business contacts, and customers as appropriate.
• Maintain team focus on Reliability, Availability, and Performance.
• Assist with contingency leadership coverage during exception scenarios.
• Support operational consistency, process adherence, and continuous improvement across Command Center Operations.

Ideal Candidate Profile

The ideal candidate is a hands-on technical leader who is comfortable supporting critical production operations while also helping guide and develop team members. They are calm under pressure, communicate clearly during incidents, and can step into leadership responsibilities when needed. This person should be dependable, collaborative, detail-oriented, and committed to improving operational reliability and team performance.

U.S. National Base Pay Range: $78,800 - $131,300. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus.

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