Shift Manager
Core
Provide direct supervision to Tier 1 and Tier 2 staff across Network Operations Center (NOC), Security Operations Center (SOC), and Service Desk during assigned shifts, acting as the technical and operational command authority.
Role type
Shift Coordinator (Operations)
Builds
24x7 service operations for transportation and defense technology solutions
Domain
IT Operations / Security Operations / Service Desk
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Direct supervision of individual contributors, NOC operations (event monitoring, incident management, SLA), SOC operations (SIEM/EDR triage, incident classification), Service Desk tiered model management, ITIL 4 practices, real-time incident escalation, shift handover documentation, audit evidence preparation
Preferred skills
Experience with PCI DSS and ISO/IEC 27001 compliance frameworks, familiarity with major incident response protocols
Technologies
SIEM, EDR, ITSM platforms
Responsibilities
Supervise NOC, SOC, and Service Desk analysts; assign and re-balance workloads; confirm shift staffing coverage; serve as initial escalation point; track shift-level metrics; execute formal shift handovers; coordinate first 15-30 minutes of SEV 0/1 incidents; route security-relevant events; prepare audit-ready evidence; identify recurring patterns for continuous improvement
Seniority
Mid-level, hands-on IC
