Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. **Job Summary** The IT Operations Supervisor for the Global Command Center (GCC) is responsible for supporting critical IT operations, ensuring effective resource management, and maintaining operational continuity. This role involves direct oversight of monitoring functions, incident management, and performance metrics, while collaborating with the Shift Manager to drive efficiency and support project initiatives. **Key Responsibilities** **1. Operational Oversight & Team Management** • Support coverage of critical functions including the GCC Hotline, NOC and monitoring functions. • Supervise and drive coordination of technical L1 teams, reporting coverage gaps and procedural issues. • Assist in management of escalated and high-visibility incidents. • Review ticket queues and ensure proper ticket assignment and timely updates. • Join and contribute to the shift handoff, ensuring continuity of operations. • Review ticket backlogs, ensure proper ticket assignment, and address aging or stalled tickets. **2. Shift Planning, Work Distribution & Plan Execution** • Collaborate on and lead group tasks defined by the Shift Manager, including clean-up initiatives, remediation, and process improvements. • Evaluate schedule adherence and manage staffing and time for all floor resources. • Ensure health checks for servers and network devices are conducted and initiate escalations as necessary. • Validate circuit outages and ensure Shift Manager awareness. **3. Performance & Reporting** • Monitor and enforce adherence to performance metrics and KPIs. • Manage queue performance to reduce MTTR and prevent ticket aging. • Maintain situational awareness of all major incidents involving the team. • Monitor Avaya CMS Supervisor and ensure all scheduled employees are logged appropriately. **4. Strategic Initiatives & Continuous Improvement** • Provide support for ad-hoc projects and programs through effective resource management and task oversight. • Identify areas of improvement and work with the Shift Manager to enhance operational efficiency. **Qualifications** + Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). + 2+ years of experience in IT operations or technical support, with at least 1 year in a supervisory or leadership role. + Strong understanding of incident management, queue management, and ITIL practices. + Experience with enterprise level monitoring and ticketing systems. + Excellent communication, coordination, and problem-solving skills. + Ability to manage multiple priorities in a fast-paced environment. + Strong analytical skills and attention to detail. + Familiarity with incident escalation protocols and technical troubleshooting. + Open to work onsite and on a Mid shift schedule **Preferred Skills** + Technical certifications on a major IT field (e.g. Network-CCNA, Server-Windows Server Admin, Azure sysadmin, etc.) + Experience in a global or multi-regional IT support environment. + Proficiency in managing incidents and SLA/metric compliance. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to FTADAAA@conduent.com . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) .