Senior Noc Manager

The Senior NOC Manager is a new position and will be responsible for running the 1st and 2nd line NOC and our field engineering team (who also provide escalated hardware support) to ensure that AAM deliver a best in class support service to our clients. You will develop and lead a team of 30+ individuals and be responsible for identifying and executing improvements to process and systems.

The Senior NOC Manager is an advanced technical leader, who is results-oriented and process driven. You will be responsible for delivering both the strategic and tactical structure needed to support and operate a high volume, high-transaction, dynamic NOC environment.

Responsibilities

Management and leadership
• Provide leadership and direction to the Network Operations Centre, and be part of the senior management team within the larger operations function
• Mentor and coach 1st and 2nd Line NOC Managers and provide suitable development plans; complete personnel performance appraisals on a timely basis and oversee training and personal development for the entire NOC
• Serve as a leader in the company with focus on collaboration, inter-department communication and service delivery

Service levels
• Ensures department meets ticket handling objectives
• Develop and report on metrics for the performance of the NOC and individual NOC employees
• Review Key Performance Indicators that are both client and internally focused; motivate team to achieve performance goals
• Identify and help steer development of technical solutions to assist in problem identification and solution
• Deliver constant improvement in identification and resolution of problems; bring a deep attention to process, training and actions necessary to support cutting time off of outages and issue detection, response and recovery

Systems and process
• Create strategies for growth and on-going maintenance of help desk department
• Develop and maintain escalation and trouble ticketing system, determining requirements and feeding these through the product management team
• Oversee knowledge base, ensuring it is being maintained and updated in a way that increases the number of problems resolved in the 1st line and the speed of resolution
• Work with the software development team to ensure that AAM’s proprietary software is designed in a way that is easy for the NOC to support
• Implement and enforce industry standards and best practices within the Network Operations Centre.
• Identify areas for process, quality and efficiency improvement within the NOC; recommend prioritized enhancements and oversee implementation
• Ensure processes and procedures (e.g. reporting, call answering/handling, and training) are in place to support scalable growth
• Develop, refine, and document NOC policies, processes, procedures, and associated systems requirements and drive their implementation and use.
• Present department plans and activities to individuals and groups throughout the company

Requirements
Experience
• Excellent commercial experience managing a Network Operations Centre or other technology service and support operations
• Excellent customer service and communication skills, both verbal and written
• High energy, hands-on management and coaching abilities
• Excellent leadership and interpersonal skills
• Comfortable working in a high stress, fast paced environment with shifting priorities
• Strong understanding of IT NOC Operations concepts and protocols
• ITIL, PMP or other industry certification is preferred
• Knowledge of the following technologies would be an advantage:
– Linux Operating Systems (knowledge of Linux file structure, commands and scripting)
– IP, Routing and Switching, VPN (setup, configuration, and fault diagnosis)
– ADSL Broadband, Internet, SNMP
– RAID Servers (Linux based preferably)