Network Operations (NOC) Manager

This position provides overall direction and leadership to the operational activities of the Hosting Environments NOC (Network Operations Center). Primary responsibilities include: managing the Hosting 24 x 7 command center; coordination of change management activities; incident resolution; command and coordination during major service Interruptions; ensuring notifications and updates; support to engineers; on-going monitoring and logging consolidation; and completing detailed reviews for major network outages. This position is heavily involved in technically complex management of the hosting datacenters and acceptance of new hardware and software into the hosting network through the change management process. The ideal candidate will have solid management skills and a track record for leading small teams in a highly technical, process-driven environment.

Responsibilities will include:

• Manage a team of 4-8 technical staff members
• Oversee NOC operations whose responsibilities include patch management, monitoring, alerting and escalations, and documentation of systems including infrastructure and applications in our private and public clouds
• Develop key dashboards for transparency of reporting uptime and other metrics as identified
• Manage projects and be responsible for migrating infrastructure to private/public cloud
• Work with our technical project managers to seamlessly integrate new clients into our service offerings
• Identify and review potential new services that can be added to our service offerings and management toolset
• Implement processes for monitoring/ alerting, systems maintenance and change control, and for automation opportunities
• Ensure that up-to-date technical documentation exists for all services provided to our teams and take ownership for reporting
• Identify root cause on severe network infrastructure issues in order to plan for future prevention and service improvements
• Responsible for overseeing all administrative tasks, such as employee reviews, time sheets, expenses, etc.

• Bachelor’s degree in a related field or equivalent work experience.
• Working understanding of Microsoft Server and virtualization technologies
• Server OS knowledge - Windows (2008 & 2012) and Linux (RHEL)
• Desktop OS knowledge - Windows and Mac OS X
• Experience with monitoring and patch management systems, like Solarwinds
• Familiarity with firewalls, switches, and networking concepts
• Must have demonstrated project management skills, with the ability to manage multiple priorities
• Ability to interact with and effectively present information to employees, management and customer
• Must be willing to work rotating shifts with overtime required
• Proven experience with all aspects of incident management lifecycle (logging, categorization, resolution, monitor, escalation, closure, SOP / documentation update)
• Demonstrated ability to document processes
• Prior experience in working in a 24x7x365 Network Operations Center is a plus