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Responsibilities & Qualifications

Overview

TekSynap is seeking a TOC Shift Supervisor to lead and manage operational activities within a 24/7/365 Technical Operations Center (TOC) environment. This role ensures the stability, availability, and responsiveness of enterprise IT systems during assigned shifts. The Shift Supervisor directs a team of technical professionals, leads incident response and triage, manages escalations, ensures operational continuity, andmaintainscompliance with customer and DHS policies and SLAs. The role includes overseeing shift transitions, tracking system health, and generating required documentation including After-Action Reviews (AARs).

Responsibilities

+ Lead and manage TOC shift operations to ensure high availability and performance of IT systems.

+ Oversee critical incident response, including triage, resolution, escalation, and documentation.

+ Generate After-Action Reviews (AARs) for escalated incidents requiring detailed analysis and resolution planning.

+ Coordinate with engineering, security, service desk, and leadership teams to resolve shift-impacting issues.

+ Ensure smooth shift transitions by producing and reviewing Shift Transition Reports.

+ Maintainaccurateshift logs, incident documentation, and operational performance data.

+ Implement and uphold standard operating procedures and TOC best practices.

+ Conduct risk andcapacityassessments for enterprise networks (LAN, WAN, Internet).

+ Support customer reporting and dashboard requirements as needed.

+ Identifyopportunities to automate and streamline servicemanagementworkflows

Required Qualifications

+ Minimum of 5 years of experience in IT operations or technical support, including lead or SME-levelresponsibilities.

+ Atleast one of the following technical certifications:

- CCIE (Cisco Certified Internetwork Expert)

-CCNP (Cisco Certified Network Professional)

- MCITP/MCSE (Microsoft Certified IT Professional or Solutions Expert)

- CISSP (Certified Information Systems Security Professional)

-RCSP(Riverbed Certified Solutions Professional (advanced)

- Or equivalent technical certification.

+ Demonstrated hands-on experience withMonitoring tools –(e.g.,SolarWinds)for network and systemsmonitoring, including configuration, performance tuning, and alert management in a complex enterprise environment.

+ Hands-on experience with enterprise network systems, including LAN, WAN, and Internet protocols.

+ Demonstrated ability to lead shift-based teams and coordinate with multidisciplinary stakeholders.

+ Proficiencyin incident management, escalation, and root cause analysis.

+ Ability to work in a 24/7 operational environment, including rotating shifts, nights, and weekends as needed.

+ Excellent verbal, written, and interpersonal communication skills.

Preferred Skills

+ Bachelor’s Degree or higher (or 10+ years ofdirectly relatedIT experience).

+ ITIL Foundation v4

+ IBM Certified Deployment Professional

+ Microsoft Certified: Azure Network Engineer Associate

+ Experience in a DHS or federal IT operations environment.

+ Familiarity with AIOps platforms, automation tools, and real-time monitoring technologies.

+ Knowledge of ServiceNow, SolarWinds, or equivalent ITSM/monitoring platforms.

+ Experience writing or contributing to After-Action Reviews (AARs) and performance dashboards.

Overview

We are seeking aTOC Shift Supervisor to support DHS USCIS TOSS II contract.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com .

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".

Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

+ **Locations:** **Stennis Space Center, Mississippi**

+ Type of environment: Office

+ Noise level: Medium

+ Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.

+ Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

DHS EOD eligibilityrequired

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [email protected] for assistance.

**Job Locations** _US-MS-Stennis Space Center_

**ID** _2025-7943_

**Category** _Information Technology_

**Type** _Regular Full-Time_