The NOC Manager is responsible for the day to day operation of the campus' computer machine room. This includes all servers, network equipment, telecommunications links, daily operations, installations and upgrades, vendor support calls both hardware and software, along with various support systems located in the computer room. Essential responsibilities of the NOC consist of providing production network and systems surveillance and performing moderately complex fault management and configuration tasks in support of customers and customer supporting systems. The primary focus is on supervising the day to day operational activities of the NOC. Managing staff, including recommendations for hiring decisions, facilitating employee skills development, resolving disagreements, motivating and making duty assignments are included in this job's responsibilities. Accountable for the operational effectiveness of the NOC, this position administers business processes, maintains cross-functional working relationships and identifies opportunities for improvement. This position requires some flexibility in work schedule, a requirement to carry a cell phone and the ability to be on-call. Reporting to the NOC Manager, this position also receives direction from the Director of Production Ops and guidance from a wide variety of other sources such as Engineering, business partners, Business Ops and others. Weighing options, and making sound decisions based on established processes is crucial to being successful in this position, as is remaining effective under pressure.
ACCOUNTABILITIES include the following. Other duties may be assigned.
Must be capable of performing Tier 2.5 and Tier 3 functions:
Monitor the network/systems, document network events and take corrective action in response to alarms and traps.
Perform network and systems configuration changes using standard technical methods and procedures.
Provide assistance to Tier 2.5 Operations Support technicians as an escalation point and as an information resource.
Document and communicate network and systems event status using established systems and business practices.
Provide timely escalations and notifications as required by procedure.
Primary Production point-of-contact and coordination for vendors, service providers, carriers and partners.
Identify and maintain NOC business processes
Provide supervision to the NOC staff
Control NOC work schedules, duty assignments and time-off requests
Monitor and manage the NOC's compliance with established policy & procedural standards
Manage working relationships with other business units and maintain effective cross-functional communications
Maintain a service oriented environment focused on problem prediction, detection and resolution
Complete additional tasks as assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be organized and capable of tracking/managing multiple issues simultaneously.
Must have superior communications skills, both verbal and written, and be able to convey complex issues in a concise manner.
The ability to collaborate and function as part of a team is essential.
A good understanding of networking, the Internet and UNIX systems administration are key skills.
Must exercise sound judgment and make reasonable decisions based on factual information.
Must be detail oriented and capable of executing precise command strings as well as addressing and device names at NMS interfaces.
Prior supervisory is preferred, preferably in a NOC or a similar organization that's engaged in technical support
Minimum of 3 years recent experience in a technical support role is required, preferably in an ISP or with a communications provider
An advanced level of TCP/IP networking is desirable
A good understanding of satellite and RF communications is desirable
The ability to be on-call and work any shift is required
EDUCATION and/or EXPERIENCE:
Relevant experience may be substituted. Five years of providing customer support, performing maintenance, monitoring, or configuration work in a 7x24x365 technical operations environment is desired. Must be able to effectively communicate complex concepts and follow procedural direction. Previous experience in a startup company would be helpful.
B.S. in Computer Science or equivalent in work experience
Prefer M.S. degree in Computer Science or Business Administration
CCNA or CCNP desirable