Job Description

Job Description:
? Supports strategic initiatives and provides direction for Tier 1 & 2 staff
? Drives incident management, monitoring, tracking, and ensuring that SLAs are met
? Has a proactive mindset, driving SLA compliance and meaningful metrics reporting
? Develops and Implements new solutions, strategies, and processes to support the NOC's standard operating procedures
? Sets work schedules for 24/7/365 coverage, is on call to support 24/7/365 coverage requirements
? Provides input to improve stability, security, efficiency, and scalability of systems
? Responsible for monitoring production, staging, testing, and development of an environment for a large number of applications in an agile, fast-paced organization
? Knowledge of ITIL, COBIT, Catalyst, API, VPN, Applications, and AAA functionality monitoring and break-fix tasks
? Develops work processes
? Strong technical aptitude and troubleshooting skills

Qualifications
? Experience working in high pressure, dynamic, 24/7/365 environments
? Understanding of ITIL, and COBIT
? Proven track record in Network Operations Center management
? Proven track record for excellence in customer service
? Experience with Managed Network Services
? High-level scripting skills in Bash, Python, Ruby, PHP, with a focus on automation and orchestration of operational support activities
? Strong understanding of Load Balancer configurations and utilization
? Application support and Deployment experience using tools such as SCCM, Puppet, etc.
? Experience with monitoring fundamentals such as SNMP, including Splunk to visualize performance data
? Effectively communicates technical issues in clearly understandable English in a non-technical manner and engage with a globally distributed team of technically diverse individuals
? Effectively communicates with team members to train in technical aspects
? A strong understanding of databases
? Well versed in internet architectures, including web, and application components
? Server Security and Hardening experience

Educational Requirements:
? Bachelor's or Master's Degree in Computer Science, IT, or Networking
? Any certifications are a plus
*Similar or equivalent disciplines will apply

Core Competencies:
? Customer focus
? Problem-solving
? Technical/Job Competence
? Personal Effectiveness
? Relationship Building
? Willingness to learn