Key responsibilities:
- Supervises and provides technical guidance for 24/7 technical staff and develops training plans for NOC team and facilitates cross-training and peer mentoring.
- Participates in and ensures approval of the development of policies, standards, and procedures for the NOC.
- May operate as any lower-level NOC Technician; responsible for assuming the workload and shift requirements for team if required.
- Oversees and monitors the performance of assigned computing systems through subordinates. Ensures systems are managed to client SLA requirements.
- Manages and communicates incidents impacting SLAs and responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
- Maintains, develops and improves reporting capabilities in the NOC. Makes regular reports to management on compliance with SLA objectives.
- Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
- Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
- Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and client needs.
- Leads, contributes to and provides technical QA for outage postmortem analysis.
- Leads and participates in technical troubleshooting calls.
- Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
- Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
- Manages client operational calls and runs critical incident calls.
- Contributes to production of scheduled management reports and attends and presents reports at service review meetings.
- Ensures QA and measurement of vendor compliance with negotiated and guarantee service levels and delivery targets.
To thrive in this role, you need to have:
- Seasoned knowledge of voice and data networking principles as well as an excellent knowledge of the specific technologies used by clients, such as - Juniper and Cisco switches and routers, networking infrastructure technologies, WAN Technologies, and routing protocols.
- Seasoned knowledge and understanding of the principles of service support as defined in the ITIL framework.
- Good organizational and team leadership skills.
- Highly focused on business outcomes.
- Seasoned knowledge of enterprise ticketing systems.
- Seasoned knowledge of Managed Services products within the IT field.
- Seasoned knowledge of data center and collocation products and services.
- Possess excellent written and verbal communication skills coupled with excellent interpersonal and customer service skills.
- Ability to work well under pressure and deal with changing circumstances.
- Flexible and adaptable to meet the team s needs.
- Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
- Innovative with a great deal of initiative and a collaborative, yet proactive approach.
- Requires commercial awareness and relevant industry knowledge, including recent trends in technology and awareness of competing products and services.
To thrive in this role, you need to have:
- Seasoned knowledge of voice and data networking principles as well as an excellent knowledge of the specific technologies used by clients, such as - Juniper and Cisco switches and routers, networking infrastructure technologies, WAN Technologies, and routing protocols.
- Seasoned knowledge and understanding of the principles of service support as defined in the ITIL framework.
- Good organizational and team leadership skills.
- Highly focused on business outcomes.
- Seasoned knowledge of enterprise ticketing systems.
- Seasoned knowledge of Managed Services products within the IT field.
- Seasoned knowledge of data center and collocation products and services.
- Possess excellent written and verbal communication skills coupled with excellent interpersonal and customer service skills.
- Ability to work well under pressure and deal with changing circumstances.
- Flexible and adaptable to meet the team s needs.
- Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
- Innovative with a great deal of initiative and a collaborative, yet proactive approach.
- Requires commercial awareness and relevant industry knowledge, including recent trends in technology and awareness of competing products and services.
Academic qualifications and certifications:
- Bachelor s degree or equivalent in Information Technology or Technology Engineering or related field.
- Relevant certifications such as ITIL, HDI preferred.
- Additional certifications such as MCSE, RHCE, CCNA, CCDA preferred.
Required experience:
- Solid experience gained within a data center environment.
- Solid experience in structured cabling which includes troubleshooting of fiber and copper cabling.
- Solid experience in installation of servers, switches, PDU s, and patch panels.
- Relevant demonstrated experience working in Network Operations or Help Desk environment.
- Developing demonstrated supervisory or team lead experience in a large 24 x 7 help desk operation responsible for providing support to revenue-generating external customers.
- Relevant Help Desk Windows experience
- Relevant UNIX and NOC experience
