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NOC Manager
Ref No.: 17-08963
Location: Boston, Massachusetts
Position Type:Direct Placement
Start Date: 09/22/2017
My direct client is hiring a full-time NOC Manager.

Location: Boston, MA
Duration: Full-time Permanent
Salary: Competitive and Dependent upon Experience
Start Date: ASAP

The NOC Manager operates the reactive Network Operations Center, which serves as a center for advanced support for their platform and a 24x7 fast response team to ensure maximum possible service availability and performance.
The proper candidate will think quickly on their feet and develop process to ensure a high level of quality of service.  They will take an active role in guiding their team to work quickly, efficiently, and accurately in the pursuit of supporting our customers both as a whole and individually.
The Manager in this role must be proactive and forward thinking, always working to ensure that the team is providing best in class service and constantly working to identify gaps in both vision and execution, putting plans in place to rapidly fill these gaps. Improvements plan will be proposed and led by the NOC Manager.
NOC manager will have a cross functional role to ensure proper execution of the improvement plans & Actions with the support of Executive Management.
The NOC manager`s teams, in addition to their technical responsibilities, have roles in client support and training.  They provide guidance, training, and organizational structure to our clients in addition to serving as a point of customer escalation.  The NOC Manager guides their team as the primary owners of all communication to our customers and helps serve as the customer's representative within our organization.

Core responsibilities:
  • Ensure maximum possible service availability and performance of the platform
  • Manage the team providing 24*7 monitoring of the platform and customer support (hot line)
  • Manage our proactive Application Management team, who bear responsibility for deployment, tools, deep troubleshooting, and performance tuning for those services.
  • Platform Management – Owns operational responsibility for the Application Layer of our Transaction Gateway and Customer Portals in a critical SLA environment.  In cooperation with the IT and Database teams, owns the entire SaaS service platform.
  • Team Leadership – Directly manages a 10+ member NOC organization, including multiple roles and levels of seniority, guiding them in serving all our customers and growing their own skills.  Think proactively to develop processes, documentation, and automation to make the team increasingly efficient.
  • Customer Advocacy/Problem Management – In addition to handling incidents and errors on the platform and resolving them, this role is additionally responsible for ensuring that the Product Management and Development Organizations have the information they need to meet our customer's needs and to prioritize/resolve bugs in a timely manner.  Thinks continually of the customer's use cases and works to ensure the team is maintaining and monitoring the platform in such a manner as to support those use cases and find problems before the customer does.
  • Communication – responsible for all operational communication, both internal and external, related to our Transaction Gateway and Customer Portals.  Must understand audience appropriate messaging and set standards for written and verbal communication within the team. 
  • Training – Ensures that their team receives continual training on the changing services we offer and how to properly support them.  Guides the team to create and deliver simple training classes for new customers performing their own level one support and for the phone support team in our Georgia offices.
  • Technical - Manage hosted support tools, including online knowledge base, and CRM functionality.  Understand and support the Application Management engineers in their duties.   Should be familiar with applications running on both the Windows and Linux platforms and understand how to perform troubleshooting exercises.
Education/Experience Requirements
  • Diploma/University: Bachelor's degree or equivalent experience
  • Proven track records within NOC environment
  • Professional Experience: cumulative 3-6 years' experience working in a NOC as engineer and/or Manager.
  • Technical knowledge/familiarity with SQL databases, web-based applications (JAVA and .NET), web server (IIS, JBOSS, Tomcat and Apache), and networking including troubleshooting and problem solving capabilities
  • Experience supporting solutions in both SAAS and client-hosted environment
  • Significant experience in client interaction
  • Able to strategically manage multiple projects simultaneously and comfortable with a dynamic, fast paced work environment
  • Proven experience in supporting mission critical applications on a global scale a plus
  • Experience working and collaborating with Software Delivery teams
  • Solid project planning and management skills are required
  • Must be a self-starter and highly organized
  • Must be an effective leader and have superior written and verbal communication skills