PRIMARY DUTIES AND RESPONSIBILITIES 

Management responsibilities for all aspects of staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development. 

• Lead the 24x7 IOC shift operations and personnel ensuring network reliability, availability, and compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components.   

• Assign and manage the work load of shift personnel, as well as escalate resource constraints to management. 

• Ensure that policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem mgmt., metrics collection, performance reporting, trend analysis, and continuity of operations. 

• Ensure customer expectations are met when environments are upgraded, modified or decommissioned.  

• Analyze, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized. 

• Drive “proactive” Problem Management and Continual Service Improvement.  

• Generate key reports for management including, but not limited to, system availability, service level agreements, ticket resolution and customer issues. 

• Subject to on-call 24x7x365; Responsible for managing outages, SLA, uptime, service availability, and root cause analysis of problems. 

• Ensure that IOC personnel are implementing effective processes to detect and resolve service outages and degradations and are returned to normal service levels as quickly as possible. 

• Provide technical expertise and strong troubleshooting skills to the team and ensure that personnel remain proficient. Identify training needed for each skill set and provide progress reports on training and certifications. 

• Select and mentor Supervisors / Shift Leads and participate in career development and coaching. 

• Support the staffing, onboarding, training, development and performance management of the staff.  Participate in knowledge management, coaching, IT Service Management improvements and customer status and reporting. 

• Ensure all Trouble Tickets are appropriately entered and managed in accordance with policies, and processes. 

• Maintain operational awareness and keep Sr. Management informed regarding personnel issues, SLA compliance, required reporting, large scale outages and customer satisfaction issues. 

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JOB REQUIREMENTS 

• Minimum 8 years IT experience including strong technical knowledge of networking and network security technologies and protocols, prior NOC experience preferred. 

• Skilled utilizing network management monitoring tools. 

• Three (3) years managerial experience for teams of ten or more technical people 

• Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction 

• Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations 

• Strong problem-solving skills, critical thinking, excellent analytical ability, metric driven 

• Team building, mentoring and coaching skills 

• Ability to communicate both verbally and in writing in a clear and concise manner 

• Work well under pressure and with differing levels of staff / Management 

• Exposure to monitoring systems and IT Service Management processes 

• Self-disciplined, self-motivated and the ability to organize and prioritize time effectively. 

• Proficient in data reporting and analysis. 

• Flexible and creative and able to think quickly, take the initiative and willingness to make judgment calls.