Network Operations Center (NOC) Manager - Remote

The Manager of Dedicated NOC Operations position directly and indirectly manages INOCs Dedicated

staff responsible for the monitoring, incident handling, and customer service for our Dedicated NOC client. The Manager of Dedicated NOC Operations is responsible for effectively supporting INOC and its clients’ IT infrastructure, while minimizing the adverse effects of incidents and problems. The position will be focused on providing leadership in the operational process and personnel functions of the NOC unit. Additionally, the position will also be responsible for integrating Service Support processes with the Service Desk function to achieve those two goals. They will also be responsible for hiring, mentoring and developing a repeatable training program on support processes for new staff.

This is a cross-functional position that interacts with INOC’s internal groups, client and vendors in identifying, documenting, tracking, reporting, and escalation of incidents that result in IT service outages for INOC and its clients. The position works to build scalable, repeatable and client specific processes that allow our support staff to succeed in delivering world class support. This position works under limited supervision and reports to the Director/VP of NOC Operations.

Basic time allocation between position responsibilities is as follows:

Operational and Fiscal Management of the NOC 50%

Personnel Management and mentoring 30%

Upper Management and inter-group activity 20%

Salary: $80,000 - $95,000

Responsibilities:

• Operational and Fiscal Management of Network Operations Center (NOC) (Managing Operations, Process Management, Rapport with Senior Management/ Staff, Leadership)
  • Continuously analyze operational methods using ITIL best practice framework, monitoring tools and support processes to maintain and improve the efficiency and stability of operations.
  • Perform routine quality audits to minimize SLA violations and achieve a goal of 100% customer satisfaction.
  • Conduct meetings with INOC’s Dedicated client and partners to review support procedures and issues. Prepare and deliver all client and partner regular reports.
  • Evaluate and recommend as necessary, changes to the physical infrastructure of both the NOC and Data Center complexes to ensure an effective and stable environment.
  • Be available as the escalation point for NOC shift supervisors.
  • Work closely with the staff of other INOC Units to ensure full procedural coordination.
  • Ensure that all operational and support procedures, runbooks and documentation are maintained in a current, accurate and usable state.
  • Conduct meetings with INOC management and staff, vendors and other support personnel to evaluate software, tools, support process and hardware errors and performance. Provide operating, trend and statistical data reports as required.
• Personnel Management and mentoring (Conflict Management, Addressing Performance Issues, Developing Workforce, Hiring and Staffing, Information Sharing, Motivating Others)
  • Recruit and hire new professional employees according to personnel rules and laws. Plan and conduct new employee orientation to the group’s processes, procedures, and work rules. Monitor performance of new employees during probation periods.
  • Direct, manage, mentor and coach NOC Shift Supervisors and other direct NOC reports.
  • Oversee the functioning of the NOC and assign clear responsibilities and authority to all assigned personnel.
  • Initiate and recommend all personnel actions such as reclassifications, reallocations, competitive promotions, etc. as needed to ensure appropriate allocation and compensation of assigned personnel.
  • Set clear objectives and standards for each employee’s performance and conduct in- depth performance reviews based on those standards.
  • Implement both technical and personal development training plans for all assigned staff to ensure they are continually well prepared to complete both current and future assignments. Work with other units to help accomplish as needed.
  • Encourage and promote smooth working relationships among staff to improve both productivity and staff retention.
  • Negotiate and resolve all staff conflicts to maintain an effective and professional work environment
• Upper Management and inter-group activity (Managerial Courage, Managing and Measuring Work)
  • Generate monthly reports showing performance of the NOC and recommendations for improvement
  • Develop objectives for the Dedicated NOC and provide appropriately detailed plans for accomplishment.
  • Serve as a member of the Dedicated NOC unit team meetings. As a member of this group, participate in the development of unit-wide initiatives, plans, and work collaboratively with other unit staff in their accomplishment.
  • Work collaboratively with your peer members at INOC to ensure smooth operations and early settlement of misunderstandings.

Knowledge Requirements: (Technical skills, certifications, education)

• Bachelor Degree in Computer Science, Information Systems, related field or equivalent work experience
• Five to seven years experience working in an Information Technology (IT) Operations environment
• Three to five years experience working in a supervisory position in an Information Technology Operations environment
• Prior Help Desk or Service Desk experience and/or Network Operations Center (NOC) experience
• Basic knowledge of network hardware, TCP/IP, routing, switching, network security and telecommunication circuits(Functional Computer Skills)
• ITIL Foundation certifications will be required within 6 months of employment. The ITIL Managing Professional certification is preferable within 12 months of employment.

INOC Core Competencies: (INOC Core Comps)

• Teamwork – Contributes to meeting team deadlines and responsibilities, listens to others and values opinions, helps the team to meet goals; welcomes newcomers and promotes a cooperative team atmosphere
• Customer Service and Relationships – Listens and responds effectively to customers’ questions, resolve customers’ problems to customers’ satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer’s satisfaction, measures customer satisfaction effectively; commits to exceeding customer expectations maintains good relationships with customer teams
• Rapid Delivery – The extent to which the coworker can deliver completed work, projects, or assignments at an accelerated pace to meeting company internal and client accelerated deadlines
• Quality of Work – Freedom from errors and mistakes; accuracy, quality of work in general
• Technical/ Process Competency – Demonstrates knowledge of solutions, techniques, skills, equipment, processes, procedures, and materials. Applies knowledge to Identify issues, internal and external problems, works to develop additional technical/ process knowledge and skills
• Technical/ Service Innovation – Able to challenge conventional practices, adapts established methods for new uses, pursues ongoing system improvement, creates novel solutions to problems, evaluates new technology as potential solutions to existing problems
• Reliability – The extent to which the coworker can be depended upon to complete work, projects, or assignments on time. The degree to which the coworker is reliable and persistent