Shift Manager

Shift Manager: As a Shift Coordinator on the CTS 24x7 Service Operations team, you will provide direct supervision to Tier 1 and Tier 2 staff across the Network Operations Center (NOC), Security Operations Center (SOC), and Service Desk during your assigned shift. You act as the technical and operational command authority during the shift. You are responsible for ensuring that events across all three functions are correctly triaged, tickets are properly assigned and tracked, incidents are escalated per defined protocols, and shift handovers preserve full situational awareness for the incoming shift. You are responsible for confirming shift staffing coverage in real time and for adjusting assignments to accommodate last-minute absences. You are the immediate escalation path for issues that exceed the authority of the Tier 1 and Tier 2 analysts on the shift, and you escalate to the Director of Technical Service Operations for issues that exceed shift authority. Work is conducted under the compliance frameworks that govern CTS operations, in particular ITIL 4 (Monitoring and Event Management, Incident Management, Continual Improvement), ISO/IEC 27001:2022 (Annex A logging, monitoring, and incident management controls), and PCI DSS v4.0.1 (Requirements 10 and 12.10). You will be recognized inside CTS as the shift-level owner for cross-function coordination and evidence continuity.