Kirkland Categories:
Manager, NOC Demand Media
THIS JOB HAS EXPIRED
Manager, NOC
IT | Kirkland, WA, United States
The Director of IT NOC will report to the SVP of IT and will be accountable for providing the necessary vision and execution to successfully manage and optimize a 24/7 NOC in a heterogeneous server/platform environment. Duties of NOC operators include but not limited to monitoring, troubleshooting and resolving application, OS/Server and network incidents.
Responsibilities
- Develop and lead strategic and tactical activities to provide ongoing implementation of NOC best practices
- Meets regularly with DM business leaders to listen, understand, address key issues, and educate them about NOC services, capabilities, and value
- Establishes goals and performance objectives that align with the goals of the business
- Drive efficiencies with issue resolution
- Drive the reduction of outages through proactive problem management
- Provide executive level reports tracking tickets, outages, and issue resolution
- Drive monitoring enhancements
- Ensure optimal uptimes across all BU's
- Participate in the on call Incident Manager rotation
- Drive quality and reliability enhancements across infrastructure and applications
- Identify areas for improvement within the NOC environment and recommend enhancements for implementation
- Develop and optimize standard processes and procedures for Incident and Problem Management
- Collaborate with IT Operations and BU engineering teams to establish and document operational procedures to support all DM product offerings, meet OLA guidelines and stakeholder expectations
- Manage staffing requirements.
- Ensure all members of the NOC are effective and fully utilized in order to provide high resource utilization
- Manage shifts and scheduling to ensure proper coverage
- Ensure backup onsite support needs are covered
- Evaluate technical skills of the team and ensure there is an appropriate level of expertise
- Determine when training is needed for both current solutions and new solutions, and coordinates training sessions. Training can range from formal external training to informal “lunch and learn.â€
- Perform performance objectives and performance reviews with all team members quarterly
Select, interview, and present final candidate(s) as potential members of NOC Operations staff
Required Experience
- Experience in successfully creating, maintaining and optimizing Network Operation Centers in a heterogeneous, start up environment
- Strong knowledge service level management methods and procedures
- Ability to effectively understand, coordinate and collaborate with diverse Development, QA, Technical Support and IT groups
- Excellent written, oral and interpersonal communication skills with the ability to effectively consult and negotiate with individuals, senior management, and vendors.
- Ability to solve complex technical and business issues in both start-up and established organizations. Ability to translate business requirements into technology requirements
- Excellent skills in strategically defining, planning and implementing the proper vision, in order to meet IT's and Business Units' goals and objectives
- Strong understanding and the ability to successfully implement the ITIL Framework/MOF Framework; with expertise in incident, problem management and service level management
- Management of IT support budgets
Skills
- 5+ years successfully managing a 24/7 NOC/SOC
- BS in computer science or engineering discipline
- Certifications such as MCSE, CCNA, CCNP, CCDA, CISSP desired
- Direct experience in dealing with, hosting providers, and remote support operations
- Proven track record of quickly diagnosing network and system/server issues using common network tools and monitoring systems
- Ability to be hands-on with technology and lead in problem analysis and resolution
- A desire to mentor and share knowledge with colleagues and reports
- Experience with RedHat Enterprise Linux AS and ES
- Experience with Open-Source network/systems monitoring and task automation packages
- Ability to drive change, mentor growth and work in a team environment
- Ability to function under pressure and deadline oriented project demands as well as manage multiple initiatives.
| Location: | Kirkland Italy |
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THIS JOB HAS EXPIRED
Demand Media
Investors: Oak Investment PartnersAll Jobs: at Demand Media
| Web Site: | www.demandmedia.com |
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| Headquarters: | 1333 Second Street Suite 100 Santa Monica, CA 90401 United States |
| Industry: | IT Services |
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