Senior NOC Manager
Job Description
The Senior NOC Manager is responsible for the day-to-day operational staff providing 2nd or 3rd level specialized support on a 7 by 24-hour basis. Guides and instructs personnel in proactively identifying fault conditions and resolving level 2 and 3 problems and decreasing overall MTTR. The NOC Manager keeps upper management informed about all outages and impairments, which have an impact on customer base. The Senior NOC Manager analyzes current monitoring systems and develops appropriate strategies for strengthening areas in need of improvement. Develops processes and procedures for the NOC staff to ensure committed SLA's are met. Reviews, develops or modifies processes and policies in support of new and existing product and/or technology. The Senior NOC manager will ensure communication to all internal and field support organizations. The Senior NOC manager will plan, implement, and maintains staff development curriculum as it relates to NOC roles and responsibilities.
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Primary Skill - Networking Data Infra Consulting
Travel domain knowledge, Linux Admin, Cisco Routing and Switching
Responsibilities
Pro-actively identify and resolve Level 2 and 3 defects and timely escalate all other technical defects to the appropriate departments.
Ensure timely and accurate escalations for outages to the appropriate responsible department.
Manage outage calls by redirecting the team's focus towards a timely resolution as needed.
Develop and maintain inter-departmental relationships with IPNT, Digital Services, EIT, Application Support and Corporate Engineering.
Conduct outage/impairment postmortems and works with functional groups as necessary to create recommendations report.
Participate in Root Cause Analysis reviews for the purpose of developing or improving upon current operational procedures.
Manage operational budgets and capital budgets based on assigned projects.
Participate in special projects and perform other duties as assigned.
Qualifications
- Bachelor's degree in computer science discipline preferred or equivalent industry certifications
- 12+ years in server and data communication systems
- 3 years of experience is Travel domain.
- System Administrator Manager or equivalent senior engineering position
- Group Facilitation Skills
- Facilitation of group problem solving
- Lead for Critical Thinking and Decision Making
- Project Management
- Functional management of highly technical teams
- Project Planning, budgeting and cost analysis
- System Administrator Expertise in Server Environments, Wide Area Networking and Local Area Networking(Routing and Switching).
- Presentation Skills, MSOffice Skills
- Working Knowledge of Linux based servers, Load Balancers, Virtualization, Cloud and On-prem environment.