Senior Manager, Network Operations Center at Procore Technologies
What if you could use your security skills to secure a solution that impacts the way communities’ hospitals, homes, sports stadiums, and schools across the world are built? Construction impacts the lives of nearly everyone in the world, and yet it’s also one of the world’s least digitized industries, not to mention one of the most dangerous. That’s why we’re looking for a talented Senior Manager, Network Operations Center to join Procore’s journey to revolutionize a historically under-served industry.
As a Senior Manager, Network Operations Center you will join our IT Engineering & Operations team to support our growing customer base and cloud infrastructure. You will build a 24/7 Network Operations Center (NOC) team to serve as the front line of proactive monitoring for our services and help improve our response to failure, manage escalations, triage software problems, and be an integral part of our incident response protocol. Successful candidates should have a proven track record of building and leading technical teams, supporting SaaS applications, distributed cloud infrastructure, and building a world-class Network Operations Center.
This position is based in our Austin office. We’re looking for candidates to join us immediately.
What you’ll do:
Create and manage all enterprise event management monitoring activities including IT systems, network, servers, database application, capacity, and facilities event management
Partner with operational teams to ensure front line contact center contingency plans are executed; providing guidance to our agents and proactive customer communication
Implement best-in-class monitoring tools, drive best practices, and establish processes to proactively address events and resolve customer issues
Develop processes and tools that ensure capabilities are effectively transitioned to operations, including the existence of adequate monitoring and comprehensive playbooks for quick resolution of incidents
Manage Operation Dashboards, operational results/reporting, system/network uptime, performance standards and KPI metrics
Trouble ticket management (incident through to resolution)
Develop and maintain training requirements with team and assess performance in event management activities
Supervise, recruit, and train a team to support a rapidly growing company; provide career opportunities to ensure the successful management of all functions
Maintain appropriate staffing levels at all times within the NOC framework to support 24/7/365
What we’re looking for:
Bachelor's degree or equivalent experience
5-7 years of experience in a technical or network operations support environment
Comprehensive knowledge of running a NOC/IOC for a SaaS or similar operation
Data-driven decision maker with impeccable planning, organization, and communication skills
Experience building process around escalation, incident management, and problem triage
Outstanding upward communication skills; ability to effectively communicate outages to senior leaders and executives
Expertise with enterprise observability tools including Nagios, AppDynamics, Logic Monitor, Sumologic, Splunk, Datadog, New Relic, etc.
Strong knowledge of JIRA/Confluence
Strong understanding of TCP/IP networking, SNMP, UNIX/Linux/Windows Server Operating Systems
Demonstrated experience monitoring and/or supporting applications and services in AWS, GCP or Azure (preferably AWS)
Experience working with ITIL best practices for Incident, Problem, and Change Management; ITIL certification is a plus
Python scripting, CCNP, PCNSA, PMP certifications are a plus
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Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.
We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.
Perks & Benefits
You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: generous paid vacation, employee stock purchase plan, enrichment and development programs, and friends and family events.