The IT Operations Monitoring Senior Manager is the Manager of the Global Network Operations Center (GNOC), and is the primary responsible to ensure that all production services (Network, Enterprise Systems, Unified Communications) are monitored proactively and continuously to provide real-observation of health conditions / status and that team members are trained to respond to incidents quickly and efficiently to minimize downtime and prevent service interruptions.
The IT Operations Monitoring Senior Manager will plan, develop, implement and manage all activities associated with supporting a NOC and all related customer support activities.
This manager needs to be energetic, customer focused, and technically talented to provide leadership in a 24x7x365 dynamic and fast-paced environment.
This manager needs to be able to manage remote teams, some of whom may be working from home or across the globe from different locations to provide the 24x7x365 top tier coverage.
Provides effective direction (including hire / fire authority) of a 24x7x365 staffed and on-call support team managing NOC 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
Effectively delegate tasks and projects based on rapidly shifting priorities, particularly during system failures
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
Establishes ongoing process improvement plans to reduce support efforts and increase service availability and scalability
Participates in strategic system planning, tactical operation planning, and the development of contingency plans to ensure Business Continuity and Disaster Recovery
Key Job Responsibilities
Other Related Duties
Minimum Education and Experience :
Knowledge, Skills and Abilities :