Job Description

NOC Manager
Direct Hire
Irving, TX

What You Will Be Doing:

• Manage a team of NOC engineers and desktop services resources by setting common service delivery, communication and escalation procedures
• Ensure ITIL processes are followed (including, but not limited to, Incident, Problem, and Request Fulfillment)
• Responsible for the oversight and management of outsourced managed voice and contact center platforms
• Responsible for monitoring managed outsourced WAN connectivity, escalating as appropriate, and timely communicating operational impacts
• Work directly with the Service Management team to accurately document service descriptions, operating level agreements (OLA’s), service-level agreements (SLA’s), and relevant reviews of contracts to ensure delivery of service
• Further define and enforce service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
• Analyze performance of team activities and documented solutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future problems or repeat issues
• Ensure that effective communication and problem management occurs as deemed necessary
• Manage targeted communications in the event of a service outage
• Monitors Service quality through periodic review of customer satisfaction via survey feedback.
• Manage the procurement of IT-related hardware and software
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
• Manages strategic vendor and partner relationships; Working closely with vendors to determine near-term and long-term impacts on product updates on existing infrastructure, and to manage future costs relative to new technologies
• Managing relationships with key vendors to understand and incorporate their risk mitigation plans into those of the company
• Monitor productivity of the NOC team by routinely reviewing incident calls and adjust staff schedules as necessary
• Handle all management level responsibilities for staff, including performance reviews, employee development, hiring, firing, coaching and counseling
• Ensure a positive work environment and awareness of all staff of company goals, objectives and compliance to all applicable employment policies

Must Haves:

• Education – BS in Computer Science, MIS, or related degree; ITIL Foundations Certification preferred
• Experience - Has 10 or more years of IT and business industry work experience, with leadership experience in managing multiple cross-functional teams or projects, and influencing senior level management and key stakeholders. A demonstrable history of influencing others through consensus building in a cross functional / matrix environment
• Technology - Understands all components of multi-location retail IT infrastructure and how they support the business; familiarity with point of sale systems desired
• Business Acumen - Understands how business works; knows the competition; knowledgeable in current and possible future policies, practices, trends, technology; and information affecting his / her business and organization
• Customer Focus: - Uses data information to improve service, and acts with customer in mind.
• Drive for Results – Can be counted on to exceed goals successfully. Steadfastly pushes self, partners, and others for results. Able to define, measure, and report meaningful measures of service and process effectiveness.
• Process Management – Familiarity with ITIL process principles. Process oriented and implements, operates, and designs and improves processes to get things done.
• Vendor Management – Able to develop relationships and define processes and services with vendors. Able to develop metrics that measure the value contributed by partners and hold them accountable for results.
• Developing Direct Reports - Holds frequent development discussions; constructs compelling development plans and executes them; will take on those who need help and further development; is a people builder.
• Planning and Organization - Sets objectives and goals; breaks down work into the process steps; anticipates and adjusts for problems and roadblocks. Can gather resources (people, funding, material, support) to get things done. Use resources effectively and efficiently.
• Peer Relationships - can quickly find common ground and solve problems for the good of all. Can represent his / her own interests and yet be fair to other groups. Can solve problems with peers with a minimum of noise. Encourages collaboration and is effective at owning a process that spans groups of stakeholders
• Decision Quality – Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment. Most of his / her solutions and suggestions turn out to be right over time. Sought out by others for advice and solutions
• Presentation and Communication Skills - Effectively communicates with clarity and conciseness both inside and outside the organization; commands attention and can manage group process during the presentation; can change tactics midstream when something isn’t working