Title Manager, Network Operations Center
Job Information

(Respond to: diane.katz@primesoftinc.com)

Title: Manager, Network Operations Center

Classification: Exempt

Location: Anywhere, USA

Timeframe: Immediate

About the role: The Manager, Network Operations Center (NOC) is responsible for delivering proactive and reactive network infrastructure management services and escalation support. Responsibilities include designing, implementing and continuously improving proactive monitoring and management services; effectively managing the Network Operations Center (NOC) staff, and taking ownership of all technical issues.

What You’ll Do:

Team Management

    • Conduct ticket reviews, manage schedules, and conduct performance reviews.
    • Develop and implement annual training plans for each team role.
    • Coach individual employees to improve skill sets and job performance.
    • Create and monitor development plans to ensure consistent continued improvement in the skills and abilities of the team.
    • Act as an escalation point for NOC-related issues being handled by other team members.
    • Be available to assist or take the lead on NOC-related issues after-hours and/or on weekends.
    • Ensure shift handover is handled correctly.

Process development and implementation

    • Develop, document, implement, and continuously improve the necessary processes to ensure consistently high performance in all areas.
    • Identify and measure the necessary metrics to monitor results and identify areas requiring improvement.
    • Maintain and improve existing client documentation to improve service delivery.
    • Maintain and update service documentation to reflect changes in service delivery.

Event, Incident & Problem Management

    • Ensure appropriate resources are engaged in incident resolution.
    • Ensure all incidents are evaluated through problem management and remediation plans are provided, where appropriate, to internal and external stakeholders.
    • Coordinate external problem management resolution plans with the service delivery manager.

Proactive support, maintenance and monitoring

    • Manage ticket workflows for SLA/SLO obligations and proper prioritization.
    • Ensure active event management alerts are properly handled.
    • Ensure that recurring patch management processes and routines are implemented consistently.
    • Ensure that change management processes are implemented consistently.
    • In cooperation with service delivery leadership, ensure that regular reporting is provided to clients for NOC services.

Platform Management

    • Oversee the proper use and management of all NOC-related platforms.
    • Maintain a strong relationship with platform vendors to ensure platform availability and uptime.
    • Ensure proper documentation of service interruption resulting from vendor issues to enable requests for SLA credits to be processed.

What Skills & Experience You’ll Need:

Technical

    • Minimum of 5 years’ experience in systems/network operations.
    • Experience in event, incident, and problem management.
    • Knowledge of enterprise IT infrastructure including systems, networking, and security management.
    • Working knowledge of ITIL.

Experience & Education

    • Bachelor’s degree in Computer Science preferred.
    • 7+ years of experience in IT.
    • Significant proven experience in comparable role within an ISP or MSP.
    • Previous extensive experience of building and developing a technical team.
    • Able to analyze problems, issues/needs and provide robust but adaptable solutions which meet current and future requirements.
    • Ability to cope with changing environment including adapting to meet emergency business-critical events.

Desired soft-skillset

    • A passion for providing exceptional service to clients and customers.
    • Exceptional leadership and mentorship skills.
    • Experience with building high performing teams.
    • Strong sense of ownership and accountability.
    • Results-focused and detail-oriented.
    • Advanced communication skills both written and customer-facing.
    • Ability to resolve conflict.
    • Strong work ethic and capable of handling stress.

(Respond to: diane.katz@primesoftinc.com)