Network Operations Center Manager Mindbody
THIS JOB HAS EXPIRED The Network Operations Center (NOC) is the centralized command and control function within the organization, tracking all internal and external tasks, communications, and incidents to ensure situational awareness at all times. The NOC Manager is the primary responsible party to ensure that all technology services are monitored proactively and continuously to provide real-time observation of health conditions and that team members are trained to respond to any incidents quickly and efficiently to minimize downtime and prevent service interruptions.
During an incident, this position may be empowered as the Incident Commander to make all necessary decisions and oversee all necessary resources to quickly restore services using existing protocols and procedures. This person shall be energetic, customer service oriented, and technically talented to provide leadership in a 24x7x365 dynamic and fast-paced environment.
Reporting directly to the Director, IT Operations this position is offered in the San Luis Obispo, CA office as a full-time exempt employee.
Essential Duties and Responsibilities:
Provides effective direction (including hire/fire authority) of a 24x7x365 staffed and on-call support team managing operations to provide for the guarantees of achieving or exceeding established Service Level Agreements.
Oversees day to day NOC operations across multiple shifts and tracks the status of assigned tasks to ensure progress and eventual resolution to include requests for additional resource or escalation of tasks, if needed, to higher tiers of support.
Directs the troubleshooting of major system issues by leveraging monitoring tools and established procedures, and upon restoration, leads After Action Reviews and the root cause analysis process including all necessary documentation.
Provides excellent written and verbal instructions and clarifications as needed to ensure all tasks are completely understood and the assigned team members have as much information as possible, including the development of new hire training materials.
Establishes ongoing process improvement plans to reduce support efforts and increase service availability and scalability, utilizing industry recognized frameworks as a guide.
Leads regularly scheduled incident and disaster drills, proactive maintenance windows, or hardware upgrades, requiring the ability to work extended hours under considerable pressure, as necessary.
Assists engineering team members as a technical expert in the performance of their routine duties to include system administration duties, job runs, and system maintenance.
Participates in monthly operational health reviews (including revising Service/Operating Level Agreements), service monitoring and notification discussions, and service portfolio reviews.
Participates in strategic system planning, tactical operation planning, and the development of contingency plans to ensure Business Continuity and Disaster Recovery.
Provides excellent customer service and communicates effectively with executive staff, department heads, management, team leaders within the department.
May assume the responsibilities of the Director, IT Operations when he/she is absent, or as necessary.
Exceptional management abilities with the demonstrated capacity to build, train, and mentor highly productive and motivated cross-functional teams within a matrix organization structure.
Expert troubleshooting and critical thinking skills to solve for issues in highly complex environments with the proven ability to pursue multiple possible causes and/or solutions in parallel.
Technical proficiency with enterprise level Windows platforms, VMWare virtualization, networking theory and infrastructure, storage area networking, firewalls, load balancers, and general troubleshooting and administrative tools.
Intelligently design and implement system monitoring and management tools to display informational and health statuses.
The ability to create effective policies and procedures that result in efficient overall operations of technical systems.
Effectively delegate tasks and projects based on rapidly shifting priorities, particularly during system failures.
Able to work extended hours under considerable pressure, including holidays and weekends, as necessary.
Excellent communication (both oral and written), documentation, and interpersonal skills.
An affinity for providing exceptional customer service and continuous improvement.
Education, Certifications, and Experience:
5+ years? experience managing technical teams responsible for the operations of a mission-critical environment required.
3+ years? experience as a functional manager responsible for multiple simultaneous complex technical projects required.
3+ years? experience providing oversight for incident, problem, and change management tools and processes required.
2+ years? experience supervising personnel across multiple shifts to include overnight and weekend coverage required.
2+ years? experience designing and facilitating planned and unplanned incident and disaster recovery drills required.
AA/BA/BS in Management or Information Technology or the equivalent combination of work experience required.
Industry recognized IT Service Management certification (ITIL, MOF, COBIT, etc.) required.
Incident Command certification (FEMA IS-100.b, IS-200.b, IS-700.a, etc.) highly preferred.
Project Management certification (CAPM, PMP, PgMP, etc.) highly preferred.
Skills based technical certifications (VCP, CCNA, MCSA, etc.) highly preferred.
Actual NOC or Operations Bridge management experience highly preferred.
Must be able to lift over 40 lbs. Must be able to read a 14? monitor screen at resolutions of 1024 x 768. Must perform occasional data center tasks to include racking equipment, configuring technology hardware, and cable plant maintenance. Must accommodate a flexible work schedule to include nights, weekends, and holidays, as necessary. Occasional travel required to other company sites, professional development training, and vendor locations.
Scope of Supervision/Authority
This position is a management professional position. Responsibilities are performed with supervision from the Director, IT Operations. Decision-making authority encompasses management level decisions regarding department coordination as directed by supervisor. Responsible to hire, train, manage, supervise, and evaluate Operations Center Specialists. May make decisions regarding expenditures within budgetary and policy limits. Decisions regarding changes in company policy or procedure must be deferred to supervisor, although recommendations may be made.
||San Luis Obispo, CA |
THIS JOB HAS EXPIRED