This position provides overall direction and leadership to the operational activities of the NOC (Network Operations Center). Primary responsibilities include: managing the 24 x 7 command center; incident resolution; command and coordination during major service Interruptions; ensuring notifications and updates; support to engineers; on-going monitoring and logging consolidation; and completing detailed reviews for major network outages. Coordinates the duty shift table for the NOC operations and carefully allocates staff members (NOC technicians) on different shift duties for ensuring the whole NOC shift works in an efficient and effective manner. The ideal candidate will have solid management skills and a track record for leading small teams in a highly technical, process-driven environment.
Responsibilities will include:
Manage a team of 4-8 technical staff members.
Oversee NOC operations whose responsibilities include management, monitoring, alerting and escalations, and documentation of network systems and applications. Responsible for managing and coordinating the NOC team. The main aim for this coordination is to ensure that the networking system runs efficiently without interruption.
Primarily deals with users, customers, vendors, engineers and the whole technical team and ensures that the systems and technology used are constantly upgraded to remain relevant.
Comes up with innovative solutions to various networking problems and ensures that customer needs are properly defined and satisfactorily met. Implements and evaluates the working of networking systems and stays abreast of new technologies emerging in the industry.
Develop key dashboards for transparency of reporting uptime and informing management, partners and peers about network performance and service availability.
Coordinates the duty shift table for the NOC operations and carefully allocates staff members (NOC technicians and NOC engineers) on different shift duties for ensuring the whole NOC shift works in an efficient and effective manner.
Implement processes for monitoring/ alerting, systems maintenance and change control, and for automation opportunities.
Ensure that up-to-date technical documentation exists for all services provided to our teams and take ownership for reporting.
Identify root cause on severe network infrastructure issues in order to plan for future prevention and service improvements.
Responsible for overseeing all administrative tasks, such as employee reviews, time sheets, expenses, etc.
Qualifications / Requirements:
Bachelor's degree in a related field or equivalent work experience.
7+ years of IT experience, including at least 4-5 years of experience supervising staff.
4+ years of working in a 24x7x365 Network Operations Center experience.
General knowledge of IT networks, ISP services, Routing Protocols, VoIP, Network Management, Firewalls, and Switches.
Must have demonstrated project management skills, with the ability to manage multiple priorities.
Ability to interact with and effectively present information to employees, management and customer.
Must be willing to work rotating shifts with overtime required.
Proven experience with all aspects of incident management lifecycle.
Demonstrated experience identifying trends derived from network Events and ability to execute the appropriate resolution via Incident Management or Change Management.
Demonstrated ability to document processes.
Self-disciplined, self-motivated and the ability to organize and prioritize time effectively.