The Network Operations Center Manager is responsible for all facets of the monitoring, repair, internal and external customer service of a companywide managed services platform consisting of transport, switching, IP routers, servers, and applications with supporting fiber, facility, and power infrastructure. The NOC Manager is also responsible for overall outage management and will serve as the primary liaison to local system management regarding outage status and escalations.
The NOC Manager is also responsible for overall outage management and will serve as the primary liaison to local system management regarding outage status and escalations.
In this capacity, the NOC Manager will help build and manage a group of employees responsible for the 24/7 operations, surveillance, repair, and customer service functions of the Word and Brown managed services platform and will be responsible for all associated processes for the platform.
In addition to 24/7 surveillance and repair, the NOC manager will be responsible for analyzing outage events and determining the appropriate corrective actions to eliminate future events resulting from the same cause(s).
Create and maintain policies and procedures for the efficient operations and support of an ITIL v3 based platform.
Manage group of NOC engineers that provision, monitor, troubleshoot, and repair the network consisting of best of breed technologies and equipment including Cisco, HP, Dell, F5, Brocade, Juniper, and other telecommunications equipment in conjunction with customers, other communications providers and other employees and organizations.
Create and modify processes and procedures relating to the provisioning, and repair of services based on ITIL v3 framework guidance.
Provide status reports and performance reports for all aspects of the Managed Services network operations.
Create customer facing Reason for Outage documents with detailed information regarding the cause(s) of service impact and associated corrective actions.
Document work efforts and troubleshooting status in trouble ticketing system, and oversee network maintenance activities.
Interact with customers to provide a high level of customer satisfaction.
Work nights and/or weekends as necessary (on call for network emergencies or customer escalations).
Work well as a part of a team as well as be able to perform as an individual with minimal supervision. Perform special projects and other duties as assigned. Responding to and resolving service outages and interruptions.
Excellent communications skills both written and verbal required.
Demonstrated ability to define and adhere to ITIL framework v3 based policies.
Working experience in implementation and operations of an ITIL v3 based ticketing platform for a MSP.
Working experience in building a cohesive team and that interact with internal and external customers.
Working knowledge of switching technologies required.
Understanding of LAN and WAN technologies and architectures required.
Working knowledge of firewall technologies.
Knowledge of directory services (LDAP, AD) and RADIUS a plus.
Ability to thrive in a dynamic, fast-paced environment.
Ability to work under pressure with a diverse team.
Great customer service skills.
Effective problem solving and interpersonal skills.
Basic knowledge of Microsoft Office products as well as various trouble ticketing and circuit tracking software/processes.
B.S. degree or above in Computer Science or equivalent experience is highly preferred
ITIL v3 Expert or Intermediate Level certification in Service Lifecycle
Word & Brown Companies - 20 months ago