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Security Operations Center Manager MegaPath
THIS JOB HAS EXPIRED
MegaPath is the largest privately held, facilities-based Managed Services LEC in the US. We provide next-generation Hosted Voice, Cloud, Private Networking and Managed Security Service solutions to businesses nationwide. With growth in mind, we are hiring exceptional people.OBJECTIVE:
The SOC Manager is responsible for managing the delivery of 24x7 technical support to MegaPath SSL customers. The role is expected to support company business goals through consistent execution and development of creative and flexible solutions to new challenges. The central metric of success is service level delivered; other key metrics include customer satisfaction; department productivity and efficiency; and successful, on-time completion of specific initiatives and assigned projects.
ESSENTIAL FUNCTIONS / RESPONSIBILITIES:
Service level management
Manage overall service level delivered by department
Ensure close monitoring of minute-by-minute service level
Define accountability and authority to enable quick action to optimize customer response time
Craft team work schedules to align resources with volume. Regularly review actual inflow and performance and refine as needed
Regularly measure, report, and analyze actual performance by queues, teams, and individuals. Maximize use of available software and reporting tools to inform decision-making
Identify opportunities for service delivery improvements and take action to implement
Function as the escalation point for customers
Process and quality improvement
Conduct on-going analysis and evaluation of how effectively department processes, procedures, and techniques address business goals
Develop action plans to achieve results improvements and oversee plan execution
Coordinate with other SSL group departments to develop and deploy quality improvement initiatives
People Management
Develop and refine job responsibilities and position descriptions to match assignments to department and company objectives. Define performance targets for each position and team
Regularly measure and evaluate individual performance metrics and achievements. Ensure department staff receives support and guidance to meet and exceed targets as well as on-going feedback on performance and opportunities for improvement
Coordinate annual performance evaluation process and complete on schedule
Develop employee skills and abilities through effective use of training, coaching, mentoring
Develop achievable career path for tech support staff and management
Project Management
Develop detailed project plans for specific initiatives and assigned projects
Identify needed resources and detailed tasks to accomplish business objective
Drive project schedule. Ensure individual milestones are met
Reports & presentations
Prepare daily status reports on department activities and initiatives
As needed, contribute to and participate in client and prospect presentations
As needed, contribute to and participate in company-wide, executive, and department presentations
EDUCATION AND EXPERIENCE:
Bachelor?s degree or equivalent work experience
5-plus years experience running a 24x7 technical support group
Previous experience leading and managing a group of highly technical employees in a dynamic environment is essential
Familiarity/Exposure, if not experience or training in ITIL practices, specifically the Incident, Problem, Change, Service Level and Capacity Management areas
Experience recruiting, building and maintaining a strong technical staff
Experience managing and refining trouble-ticketing processes
Experience capturing and reporting on key performance metrics in a tech support environment, e.g. trouble-ticket counts, call statistics, MTTR measurements, etc.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
Strong people and process management skills are essential for success in this role.
Experience with key internet technologies and TCP/IP stack, including routing, firewalling, authentication (LDAP, RADIUS, Active Directory, etc.), standard applications (HTTP/S, File sharing, SSH etc.) and monitoring protocols (Syslog and SNMP)
Excellent leadership and interpersonal skills that have been previously demonstrated
Excellent organizational skills
Excellent communication and presentation skills
Solid leadership/motivational skills with technical personnel
Solid experience with MS Office Suite, particularly Excel
Creative problem-solving skills
Strong analytical skills
Flexibility to work with a variety of employees from ?gamers? to Executives
PHYSICAL REQUIREMENTS:
Constant use of keyboard and mouse as well as two computer monitors
May be required to lift up to 50 pounds
Need to be available 24 x 7 for escalations
ENVIRONMENT:
General office environment
Fast paced dynamic environment
Employee Benefits:
MegaPath strives to provide its employees with a productive and balanced work environment. With competitive pay, a complete benefits package and good work-life balance, MegaPath knows that company success depends on happy and energetic employees. Full time employees are eligible for benefits that include:
Medical, Dental and Vision Plans
401(k) with employer match
Flexible Benefits Accounts
Short and Long Term Disability
Life Insurance
Paid Time Off and Company Holidays
Employee Assistance Program
| Location: | Seattle, WA United States |
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THIS JOB HAS EXPIRED
MegaPath
Investors: Boston Millennia Partners, Columbia Capital, Dolphin Equity Partners, Fidelity Ventures, Rho Ventures, Trident Capital, U.S. Venture PartnersAll Jobs: at MegaPath
| Web Site: | www.megapath.com |
|---|---|
| Headquarters: | 555 Anton Boulevard Suite 200 Costa Mesa, CA 92626 United States |
| Industry: | Software |
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