3576 - Supervisor, L1 NOC

NTT Global Data Centers Americas, Inc.; Ashburn (VA); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Annual bonus

Paid time off

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

401k plan

Job summary

NTT Global Data Centers Americas, Inc. seeks a NOC Supervisor I to lead 24/7 NOC operations, ensure SLA delivery, and guide a technical staff across multiple sites.

You will manage incidents, escalate appropriately, and drive reporting and QA to support world-class service levels. Requirements include a 3+ year background in Network Operations or Help Desk, familiarity with ITIL/HDI, and strong communication.

Qualifications

• Associate degree preferred or equivalent with 3–4 years related experience.
• Experience in managed services or data center services.
• Minimum 3 years’ experience in Network Operations or Help Desk.
• Baseline technical aptitude: Windows, IP networking, AD, VPN, wireless, remote access.
• Familiarity with HDI and ITIL best practices.

Responsibilities

• Supervises and provides technical guidance for 24/7 staff.
• Participates in hiring, firing, and performance reviews.
• Develops training plans and cross-training for NOC staff.
• Develops policies and ensures procedures are followed in the NOC.
• Operates as a lower level NOC Technician when needed.
• Manages scheduling for Network Operations personnel.
• Monitors performance of computing systems and reports against SLAs.
• Coordinates incident response and recovery for outages.
• Develops and deploys escalation plans for incident management.
• Contributes to outage post-mortem analysis and QA documentation.

Skills

ITIL knowledge

Ticketing systems

Datacenter services knowledge

Problem solving

Communication skills

Customer service

Team leadership

Adaptability

Work under pressure

Education

Associate degree preferred

Job description

Make an impact at NTT Global Data CentersJoin NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.Your role at a glanceThe NOC Supervisor I will be a key member of the NTT GDC Americas, Inc. DC Operations team. This position will work with all internal business units and practice groups to establish service delivery excellence toward being a world class service organization.As a member of the DC Ops management team, this individual will collaborate to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Network Operations Center that provides remote level I and level II technical support to users worldwide.Under the general supervision of the NOC Manager, the NOC Supervisor I is responsible for the daily monitoring and administration of the NOC and associated personnel. This includes Tier 1 support, client service order ticketing from voicemail, email, monitored services platform, technician daily / monthly reporting.What we are looking forESSENTIAL DUTIES & RESPONSIBILITIESManagement responsibilities:Supervises and provides technical guidance for 24/7 technical staff.Makes hiring, firing, and review recommendations to management.Contributes to employee performance appraisal process under the guidance of the NOC manager.D evelops training plans for NOC s taff and facilitates cross-training and peer mentoring.Participates in the development of policies, standards and procedures for the NOC.Ensures approved policies, standards and procedures are followed in the NOC.Operate s as any lower level NOC Technician ; responsible for assuming the workload and shift requirements for personnel if required.Operational responsibilities:Manage scheduling for Network Operations personnelOversees and monitors the performance of assigned computing systems through subordinates; ensures systems are managed to client SLA requirements.M anages 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.P erform s routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.Develop s and deploy s communication and escalation plans designed to improve the efficiency and effectiveness of incident management.Provide s written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.Lead s , contribute s to, and provide s technical QA for outage post mortem analysis.Leads and participates in technical troubleshooting calls.Provide s technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.Ensure s the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.Client management responsibilities:Manage s client operational calls and run s critical incident calls.Contributes to production of scheduled management reports.Handle s escalations and client requests for information.Vendor management responsibilities:Ensures QA and measurement of vendor compliance with negotiated and guaranteed Service Levels and delivery targets.K NOWLEDGE, SKILLS & ABILITIESA 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 problem solving, conflict resolution and critical thinking skills.Possess strong written and verbal communication skills.Outstanding customer service skills.Excellent interpersonal 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.EDUCATION & EXPERIENCEAssociates degree preferred or equivalent work experience to meet requisite skill level, normally obtained with 3- 4 years of related experience .Exp erience in managed services or d ata center services as a provider.No direct supervisory experience is required, but a m inimum 3 years’ experience working in Network Oper ations or Help Desk environment is required.A baseline technical aptitude in the following:Help Desk Windows experience.IP NetworkingFamiliarity with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.Familiarity with HDI and ITIL best practices.PHYSICAL REQUIREMENTSDexterity 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 an d carry objects weighing up to 5 0 pounds.Requires the ability to kneel, stand, walk great distances, climb stairs/laddersDexterity 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.WORK CONDITIONSStandard office environment .Work on site; n o telecommuting .Must be willing to travel 10-15% of the time.SPECIAL REQUIREMENTSResponsible to carry a cell phone and provide 24 x 7 support as needed .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 .Must possess a current, valid state-issued driver’s license.Compensation Pay RangeThis position requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend will be provided to cover expenses incurred for using a personal device, if applicable.NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. The base salary for this position is $94,700 - $135,300.All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.Who we areAs the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.NTT Global Data Centers is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.