Noc Manager Jobs in Georgia (NOW HIRING)

ESSENTIALDUTIES &RESPONSIBILITIES

• Management responsibilities:

• Supervises and provides technicalguidancefor 24/7 technical staff.

• Makes hiring, firing, and review recommendations to management.

• Contributes to employee performance appraisal process under the guidance of the NOC manager.

• Develops training plans for NOC staff and facilitates cross-training and peer mentoring.

• Participates in the development of policies, standards and procedures for the NOC.

• Ensures approved policies, standards and procedures are followed in the NOC.

• Operatesas any lower levelNOC Technician; responsible for assuming the workload and shift requirements for personnel if required.

• Operational responsibilities:

• Manage scheduling for Network Operations personnel

• Oversees and monitors the performance of assigned computing systems through subordinates; ensures systems are managed to client SLA requirements.

• Manages and communicatesincidents impacting SLAs.

• 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.

• Performsroutine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.

• Developsand deployscommunication and escalation plans designed to improve the efficiency and effectiveness of incident management.

• Provideswritten plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.

• Leads, contributesto, and providestechnical QA for outage post mortem analysis.

• Leads and participatesin technical troubleshooting calls.

• Providestechnical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.

• Ensuresthe quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.

• Client management responsibilities:

• Managesclient operational calls and runscritical incident calls.

• Contributes toproduction of scheduled management reports.

• Handlesescalations and client requests for information.

• Vendor management responsibilities:

• EnsuresQA and measurement of vendor compliance with negotiated and guaranteed Service Levels and delivery targets.

KNOWLEDGE, SKILLS &ABILITIES

• A good understanding of the principles of service support as defined in the ITIL framework.

• Working knowledge of enterprise ticketing systems.

• Knowledge of Managed Services products within the IT field.

• Knowledge of Datacenter and collocation products and services.

• Possess strong problem solving, conflict resolution and critical thinking skills.

• Possess strong written and verbal communication skills.

• Outstanding customer service skills.

• Excellent interpersonal skills.

• Excellent telephone manner.

• Ability to work well under pressure.

• 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.

• Must have the ability to work independently and be an effective contributor to a diversified team.

• Sense of ownership and accountability.

EDUCATION &EXPERIENCE

• Associatesdegreepreferredor equivalentworkexperienceto meet requisite skilllevel, normally obtained with 3-4years of related experience.

• Experience in managed services or datacenter services as a provider.

• No direct supervisory experience is required, but a minimum3years' experience working in Network Operations or Help Desk environment is required.

• A baseline technical aptitude in the following:

• Help Desk Windows experience.

• IP Networking

• Familiarity with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.

• Familiarity with HDIand ITILbest practices.

PHYSICAL REQUIREMENTS

• Dexterity of handsand fingersto operate any required computer keyboard, mouse, and other technical instruments.

• Able to climb ladders and work on raised platforms.

• Able to hear and speak into a telephone and 2-way radio.

• Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.

• Ability to work in confined spaces.

• Requires ability to lift and carry objects weighing up to 50 pounds.

• Requires the ability tokneel, stand, walk great distances, climb stairs/ladders

• Dexterity of handsand fingersto operate any required computer keyboard, mouse, and other technical instruments.

• Able to hear and speak into a telephone and 2 way radio/ear bud.

WORK CONDITIONS

• Standard office environment.

• Work on site; no telecommuting.

• Must be willing to travel 10-15% of the time.

SPECIAL REQUIREMENTS

• Responsible to carry a cell phone and provide 24 x 7 support as needed.

• Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support.

• Must be able to respond to emergency situations at the data center.

• Must be comfortable working in a highly critical, fast paced environment shifting priorities.

• Must possess a current, valid state-issued driver's license.