IT Operations Supervisor (3rd Shift) - Finish Line : Job Details

Apply locations Customer Central - Indianapolis, IN time type Full time posted on Posted 3 Days Ago job requisition id JR10021818

This position is 3rd shift- working hours are 12am-8am EST, Monday-Friday.

The IT Operations Supervisor leads all procedures related to the performance monitoring, tracking, and coordination of IT Operation functions. Ensures all support calls are routed appropriately, hardware and software resources achieve maximum availability, and local or wide area network issues are escalated to the appropriate escalation area. This individual should effectively exhibit JD Sports core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following key duties:

• Directly supervises employee(s). Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; hiring and firing of employees; addressing complaints and resolving problems.
• Review of escalated complex software problems from Level 1 Staff, for proper resolution. Coordinate other internal IT personnel for resolution of company wide outages.
• Assist in managing the day to day operation of IT Operations by identifying issue priorities and allocating resources appropriately for efficiency and performance.
• Ensure the follow up communication process with end users is completed in a timely manner and/or per Service Level Agreement based on priority.
• Monitor email and phone queues to ensure the availability of resources.
• Assist as needed on various support initiatives that may leverage an area of expertise.
• Creates and manages written technical documentation and training material for IT Operations procedures, vendor projects, and internal development changes.
• Work with IT Operations Manager to identify areas of improvement for all IT Operations processes and training programs for support associates.
• Provide reporting for trending issues and tracking compliance with various SLA's required by the business.
• Analyze IT Operations activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and prevent future issues.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Create and manage Network Technician work schedules - direct after hours work schedules to ensure efficient use of time, effective user support, and efficient request resolution.
• Initiate war rooms, moderate war rooms, and send out communication business updates.
• Supervises the tracking, shipping, and receiving of hardware for store initiatives.
• Coordinates the activities of Telecommunication vendors for Moves, Adds, and Changes as well as network outages for dispatches and troubleshooting.
• Take ownership of an on-call rotation, including weekends and after-hours. Be willing to work weekends during the holiday time frame (Black Friday - New Year) as well as if employees unexpectedly call off.
• The scheduled shift is from 12 AM - 8 AM, Monday - Friday, onsite. The supervisor is expected to be available remotely to the team for support during the 9 PM - 12 AM timeframe before their 12 AM - 8 AM shift starts.
• Create metrics based on polling, overnight escalations, uptime of store technology, and daily business impacts for various SLAs.
• Be familiar with the following systems: Airflow, Google Cloud Platform, Slack, G-Suite, Informix, Control-M, Peoplesoft, Manhattan (WMS/EOMS), Command Prompt, Cisco Meraki, Remote Desktop Connection, Task Scheduler, Grafana Dashboards, App Manager, and Network Topology.
• Additional duties and projects as required.

Required Education and/or Experience:

Bachelor's degree in Computer Science and or Technology from a four-year college or university or equivalent work experience required. Additional 2 to 4 years of IT operations experience with Networking and Telecommunication technologies (MPLS), Job Schedulers (Control-M, Peoplesoft), and Infrastructure Monitoring (Server, Database, Network). Operational experience working with any of the following is a plus: Cisco networking hardware including Routers and routing protocols (BGP, EIGRP) and Switches, Databases, Server (Physical and Virtual). A track record of developing and delivering Service Level agreements and Helpdesk deliverables. CCNA Certification additional consideration. Experience in a leadership capacity strongly preferred.

Required Computer and/or Technical Skills:

Should have basic to intermediate knowledge and abilities with Microsoft Word, Excel, and PowerPoint.

Physical Demands:

• Sit for more than 6 hours per shift
• Use hands to finger, handle and feel
• Reach with hands and arms
• Talk and/or hear
• Stand for up to 2 hours at a time regularly
• Walk or move from one location to another
• Periodically may need to climb, balance, stoop, kneel, or crouch
• Lift and/or move up to 10 pounds regularly and up to 50 pounds occasionally
• Punctuality and regular attendance consistent with the company's policies are required for the position.
• Average work week is (40-45) hours, which can vary depending on business need.
• The work environment for this position is a moderately noisy office setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per the company policy.

EEO Statement:

The Finish Line, Inc. is an Equal Employment Opportunity employer and is committed to complying with all federal, state, and local EEO laws. The Finish Line, Inc. prohibits discrimination against employees and applicants for employment based on race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other characteristic or class protected by law. The Finish Line, Inc. provides reasonable accommodations in accordance with applicable laws, including for disabilities, pregnancy, and religious practices.