What are the responsibilities and job description for the Manager Network Operations Center position at Arraya Solutions Inc?
Arraya Solutions, a leading Mid-Atlantic technology consulting firm and Managed Services provider located just outside Philadelphia, is looking for a Manager Network Operations Center to join our technology team! We are a culture that embraces change, values family and are actively involved with the community. Our team consists of people with positive attitudes who are interested in growing their knowledge around technology and leaders that are heavily involved in day-to-day activities.
As the Manager Network Operations Center you will be responsible for growing and improving a network operations center for a managed service. This individual will provide leadership to team of analysts and engineers supporting customer IT operations. The network operations center provides proactive monitoring to customer environments.
This position reports to the Director of Managed Services.
Responsibilities:
- Responsible for the proactive monitoring of customer environments while responding urgently during outages or depreciation of systems performance.
- Researches, develops, and composes policies and guidelines to improve daily operations of NOC
- Participate in the selection, testing and implementation of tools and the technologies that the NOC team will support
- Provides hands-on leadership during major incidents.
- Lead a technical team of network and systems engineers in support of daily operations for Network Operations Center in a 24/7 operating environment.
- Enhancement of ITSM and RMM configurations.
- Develops and disseminates processes documentation to teams across varying shifts
- Perform Root Cause Analysis (RCA) for unscheduled outages and make recommendations on what can be done to reduce the impact or prevent future occurrences.
- Supports onboarding of new customers into support model and preparing teams to be successful
- Reports on SLA, uptime targets, MTTR and customer satisfaction
- Hiring, training, and preparing NOC Operations Team
Job Type: Full-time