We are looking for a Network Operations Center Supervisor to join our Managed Services team! As the Network Operating Center Supervisor, you will be the front-line supervisor for our Network Operations Center team. This position will be responsible for overseeing a remote team of network and systems analysts. In addition to providing supervision to the team, this role will act as a technical escalation and participate in the remediation of issues.
In this role you will have the opportunity to work collaboratively with a team of passionate and talented help desk technicians, infrastructure analysts, and network engineers supporting the latest technologies including cloud, network, and cyber security.
location: REMOTE, Pennsylvania
job type: Permanent
salary: $85,000 - 100,000 per year
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Supervision of Network Operations team
- Triage incoming incidents determining priority of the event, initial impact, and nature of the incident
- Ability to plug in and provide leadership during business-critical outages
- Responsible for escalation of issues to engineering team if they cannot be resolved by the NOC
- Perform audits of completed tickets for compliance using ITIL best practices
- Provide feedback to technicians on ticket documentation and best practices
- Perform Root Cause Analysis (RCA) for unscheduled outages and make recommendations on what can be done to reduce the impact or prevent future occurrences
- Provide feedback on enhancements and opportunities for improvement to ITSM and RMM configurations
- Mentor peers and junior personnel to help with professional development
- Support onboarding and offboarding of customers
- Document any new or repeatable procedures with the goal of increasing First Contact Resolution (FCR)
- Upkeep customer information and procedures in our knowledgebase
- Follow items through to completion, specifically around process improvements
- Complete annual reviews and participate in hiring process
- 3-5 years' experience directly working in a NOC or as a system administrator role
- 3+ years of technology experience in Customer Service, Incident and Problem Management, and strong understanding of ITIL and incident management practices
- 3+ years in a lead or supervisory role
- Understanding of scope and scope boundaries
- Must be able to support all technologies and issues that flow through the NOC
- Demonstrated experience being process driven and organized
- Experience managing incidents and problems in one or more enterprise class ITSM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine, Kaseya)
- Experience with network monitoring tools, technologies, and processes
- Strong communication skills a must
- ITIL v3 or v4 certification or training a plus
- This is a full-time position, (40) hours/week
- Work is performed in a 24×7 operations environment
- Must be available to work weekends and holidays as needed
qualifications:
- Experience level: Experienced
- Minimum 3 years of experience
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.