Network Operations Center Noc Analyst Jobs in Riverside, CA

Job Summary:
Hyundai AutoEver America (HAEA) is the dynamic IT powerhouse behind Hyundai Motor Corporation, a Fortune 500 global leader in the automotive industry. The Sr. Manager, IT Service Management (ITSM) is responsible for leading ITSM functions, driving service delivery excellence, and ensuring high-quality IT services through process maturity and continuous improvement aligned with ITIL best practices.
Responsibilities:
• Provide strategic oversight and governance across all ITSM processes, ensuring alignment with business objectives and ITIL standards.
• Define and implement ITSM roadmap, maturity model, and continuous improvement initiatives.
• Establish KPIs, SLAs, and operational dashboards; drive accountability across service owners and support teams.
• Lead cross-functional stakeholder engagement to ensure consistent service delivery and process adherence.
• Coordinate closely with HQ and global IT teams to align on enterprise-wide ITSM standards, initiatives, and continuous improvement efforts.
• Mentor, coach, and develop direct reports.
• Oversee enterprise Incident Management, including 24/7 Incident Operations Center functions.
• Ensure rapid incident response, coordinated resolution, and executive-level communication for high-priority incidents.
• Drive continuous improvement through incident trend analysis and service resilience initiatives.
• Establish and enforce incident standards, escalation protocols, and communication frameworks.
• Lead Problem Management lifecycle including RCA, known error management, and preventive measures.
• Ensure effective identification of systemic issues and implementation of corrective and preventive actions (CAPA).
• Monitor problem trends and measure effectiveness of resolutions.
• Govern documentation standards and audit readiness across all problem records.
• Own the enterprise Change Management process, including CAB governance and change risk management.
• Ensure all changes are assessed, approved, scheduled, and implemented with minimal business disruption.
• Monitor and improve change success rates and enforce compliance.
• Drive adoption of standard changes and automation to streamline execution.
• Oversee Service Desk operations and service request fulfillment.
• Enforce Service Desk performance metrics including SLA/SLO adherence and customer satisfaction.
• Optimize tiered support model and escalation processes.
• Drive self-service, knowledge base maturity, and user experience improvements.
• Oversee integration of ITOM capabilities such as event management, discovery, service mapping, and monitoring into ITSM workflows.
• Enhance alignment of incident, problem, and change processes with real-time operational data and alerts.
• Drive proactive and predictive operational models leveraging monitoring and analytics tools.
• Collaborate with infrastructure and cloud teams to ensure visibility and control across hybrid environments.
• Manage the full lifecycle of IT assets (HW and SW), ensuring accurate inventory tracking.
• Oversee IT asset cost optimization and identify savings opportunities.
• Ensure compliance with applicable regulations and internal policies.
• Own and deliver asset reporting to finance and executive leadership.
• Lead automation strategy across ITSM service towers leveraging AI/ML capabilities.
• Conduct regular process and vendor performance audits and drive improvements.
• Develop and maintain SOPs, runbooks, and governance documentation.
• Drive improved integrations between the ITSM platform and related enterprise systems to enhance data accuracy, reporting, and end-to-end service visibility.
Qualifications:
Required:
• Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent experience)
• 12+ years of IT experience with 5+ years in ITSM leadership roles
• Strong experience managing Incident, Problem, Change, and Service Desk operations
• Experience overseeing Incident Operations Center (IOC) or NOC
• Expertise in ServiceNow or equivalent ITSM tools
• Strong knowledge of ITIL frameworks; ITIL v4 certification required (Foundation minimum)
• Excellent leadership, analytical, and communication skills
• Ability to operate in a fast-paced, multi-affiliate environment
• Occasional on-call support may be required
Preferred:
• ITIL v4 certification (Managing Professional or higher preferred)
Company:
Hyundai AutoEver is an automobile sales internet company. Founded in 2005, the company is headquartered in Fountain Valley, USA, with a team of 201-500 employees. The company is currently Growth Stage.