Overview

The Assistant Manager coordinates and leads team activities to ensure completion. Decisions are guided by policies, procedures and the business section and the Assistant manager receives guidance and oversight from the manager. Leadership Level - Impacts the level of service and the team's ability to meet quality, volume, and timeliness objectives within their area. Network Engineering & Operations: Responsible for network monitoring, planning, installation, and 24x7 support. Translates business objectives into cohesive network operational recommendations and solutions. Establishes technical standards, and ensures appropriate interface capabilities with other internal systems and teams as well as external vendor managed systems.

• Supervises and provides technical guidance for 24/7 technical staff
• Serves as a technical contact for the team in determining the cause and resolution of network problems on a 24 X 7 basis and if necessary, determines methods for restoring partial service to customers while a permanent solution is implemented
• Collaborate to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Network Operations Center that provides remote level I and level II technical support
• Position will have direct reports in supervisory capacity including hiring, managing performance of direct reports to include performance reviews, one on ones and any assistance the team requires
• Responsible for the goals, SLA's, and performance of the shift as well as ensuring consistency with other shifts relating to performance and consistency of following policies, process, procedures and creating and/or updating processes and procedures.
• Responsible for the continuous improvements via metrics and KPIs and OKR to ensure reported metrics show individual and team performance meets expectations.
• Produces and manages individual and team performance by data driven metrics that ensure services and staff are managed in a cost efficient and effective manner
• Act as the Subject Matter Expert and fills-in for shifts when staffing is insufficient

• Experience in management of technology operations in a 24x7 high intensity environment
• Technical background in Network Operations, monitoring and escalation of incidents, as well as the management and support of 350+ remote locations requiring high availability
• Have strong leadership and project management skills, highly motivated, have the ability to prioritize work and perform well in a high-volume environment
• Experience with development or operations framework methodologies, including Information Technology Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), Agile, six-sigma or other quality frameworks
• Full lifecycle monitoring to include the ITIL incident, problem, and change processes
• Experience in managing, guiding and coaching professional staff including hiring, performance management, terminations, and improving staff and team performance
• Experience in resource allocation and management
• Advanced knowledge of Service Life Cycle
• Advanced research, analytical and problem-solving skills
• Advanced knowledge of networking tools such as LogicMonitor, Splunk, Wireshark or other third-party tools for network monitoring and configuration management
• Effective in producing desired results and achieving goals and objectives
• Experience in working with all levels of staff, management, stakeholders, vendors
• Effective skill presenting findings, conclusions, alternatives, and information clearly and concisely
• Effective skill relationship building, negotiation and facilitation skills
• Experience in developing and managing business analyses
• Advanced verbal and written communication skills
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results, or relationships
• Bachelor's degree in computer science, Information Technology, or related field, or the equivalent combination of education, training, and experience

• Experience with ServiceNow or other ticketing systems
• Knowledge of NFCU service operations, processes, and procedures