Supervisor L2, NOC

Management responsibilities:

Supervises and provides technical guidance for 24/7 highly technical staff.

Makes hiring, firing and review recommendations to management

Develops training plans for NOC staff and facilitates cross-training and peer mentoring

Participates in development of policies, standards, and procedures for the NOC

Ensures approved policies, standards and procedures are followed in the NOC

Operates as any lower-level NOC Technician; responsible for assuming the workload and shift requirements for personnel if required

Operational responsibilities

Oversees and monitors the performance of assigned computing systems through subordinates: ensures systems are managed to client SLA requirements

Manages and communicates incidents impacting SLAs

Responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage

Maintains, develops and improves reporting capabilities in the NOC: makes regular reports to management on compliance with SLA objectives

Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes

Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management

Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and client needs

Leads, contributes to and provides technical QA for outage postmortem analysis

Leads and participates in technical troubleshooting calls

Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability

Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies

Client management responsibilities :

Works with clients to negotiate SLA expectations, policies, standards and procedures

Manages client operational calls and runs critical incident calls

 Contributes to production of scheduled management reports

Attends and presents reports at service review meetings

Handles escalations and client request for information

Vendor management responsibilities:

Ensures QA and measurement of vendor compliance with negotiated and guarantee service levels and delivery targes

Excellent knowledge of voice and date networking principles as well as an excellent knowledge of the specific technologies used by clients, such as : Juniper and Cisco switches and routers, networking infrastructure technologies, WAN Technologies, and routing protocols

A good understanding of the principles of service support as defined in the ITIL framework

Working knowledge of enterprise ticketing systems.

Knowledge of Managed Services products within the IT field.

Knowledge of Datacenter and collocation products and services

Possess strong written and verbal communication skills.

Excellent interpersonal skills

Outstanding customer service skills

Excellent telephone manner

Ability to work well under pressure

Flexible and adaptable to meet the team’s needs

Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base

Must have the ability to work independently and be an effective contributor to a diversified team

Sense of ownership and accountability

Bachelor’s degree required or equivalent work experience to meet requisite skill level, normally obtained with 3-4 years of related experience

Experience in data center environment.

Experience with structured cabling.

Troubleshooting of fiber and copper cabling, and experience in installation of servers, switches, PDU’s, and patch panels

Minimum 3 year’s experience working in Network Operations or Help Desk environment

Minimum 3 year’s supervisory or team lead experience in a large 24 x 7 help desk operation responsible for providing support to revenue-generating external customers.

MCSE or 2 year’s Help Desk Windows experience

RHCE or 2 year’s UNIX experience

CCNA, CCDA or 2 year’s NOC experience

Familiarity with HDI and ITIL best practices

Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments

Able to climb ladders and work on raised platforms

Able to hear and speak into a telephone and 2-way radio

Ability to distinguish colors on wiring and cables to ensure safety protocols are followed

Ability to work in confined spaces

Requires ability to lift and carry objects weighing up to 50 pounds

 Requires the ability to kneel, stand, walk great distances, climb stairs/ladders

Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments

Able to hear and speak into a telephone and 2-way radio/ear bud

Standard office environment

 Work on site: no telecommuting

Must be willing to travel 10-15% of the time

Responsible for carry a cell phone and provide 24 x 7 support as needed

Must be willing to participate in a weekly after hours on-call schedule and rotation

Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support

Must be able to respond to emergency situations at the data center

Must be comfortable working in a highly critical, fast paced environment shifting priorities

A valid driver's license is required for onsite leaders with direct reports to support employee transportation and meet company needs