Infrastructure and Monitoring Shift Supervisor (Network Operations Center) - Remote/Hybrid Oppo[...]

Lensa; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading career site is seeking an Infrastructure and Monitoring Shift Supervisor for a remote/hybrid opportunity. In this role, you will manage a team responsible for ensuring the stability and security of critical systems, collaborating with various teams, and enhancing client satisfaction through effective incident management and support.

Qualifications

• 5+ years experience with monitoring tools and automation.
• Understanding of ITIL processes.
• Strong analytical and problem-solving skills.

Responsibilities

• Manage shift personnel overseeing site maintenance.
• Ensure full coverage for the 24/7 NOC environment.
• Develop and report team performance metrics.

Skills

Monitoring tools

Automation

Unix scripting

Root-cause analysis

Analytical skills

Problem-solving

Communication skills

Education

Bachelor’s degree or equivalent

ITIL certification

Job description

Infrastructure and Monitoring Shift Supervisor (Network Operations Center) - Remote/Hybrid Opportunity

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Lensa is the leading career site for job seekers at all stages. Our client, Hyatt, is seeking professionals. Apply via Lensa today!

Job Description

ALG Vacations (ALGV), part of Hyatt, is renowned for providing top leisure travel experiences worldwide. As North America's leading integrated travel, hospitality, and leisure management group, we manage all aspects of vacations, serving over three million passengers annually with diverse brands and destinations.

Grow your career as an Infrastructure and Monitoring Shift Supervisor (Network Operations Center) with Trisept Solutions. You will collaborate with Infrastructure, Operations, and Application teams to ensure the stability, reliability, and security of Hyatt’s infrastructure and critical systems. The NOC Supervisor will provide leadership, support, and development to the NOC team under the NOC Manager’s guidance. Responsibilities include staff management, hiring, skills development, conflict resolution, motivation, mentoring, and duty assignments.

The NOC monitors Hyatt’s critical systems 24/7/365, providing technical support internally and externally, maintaining communication for escalation and notifications, and troubleshooting incidents to resolution.

Essential Functions

• Manage shift personnel overseeing site maintenance.
• Lead the team by setting priorities, best practices, and operational standards.
• Ensure full coverage for the 24/7 NOC environment to meet SLAs.
• Coordinate training and skills development with other supervisors and the NOC Manager.
• Develop and report team performance metrics.
• Ensure best practices for monitoring, incident management, and support are followed.
• Monitor system availability using designated tools.
• Communicate effectively with stakeholders for support during incidents.
• Improve processes to enhance client satisfaction.
• Participate in onboarding new services.
• Apply innovative solutions and ensure incident resolution standards.
• Maintain team knowledge on supported applications.
• Uphold Hyatt’s core values.

Qualifications

• 5+ years experience with monitoring tools, automation, Unix scripting, and root-cause analysis.
• Understanding of ITIL processes.
• Flexibility to work after-hours as needed.
• Strong analytical, problem-solving, and communication skills.
• Desirable: experience in call centers, hospitality, WAN/LAN management, and web technologies.
• ITIL certification preferred; Bachelor’s degree or equivalent required.

About ALG Vacations

Leading North American tour operator, delivering exceptional value and performance through its brands, including vacation packages, destination management, loyalty programs, and technology solutions. Part of Hyatt since 2021.

Learn more: https://alg.www.vaxvacationaccess.com/about-us/

Our Values & Commitment

We prioritize empathy, inclusion, integrity, respect, and well-being. We embrace diversity and are committed to equal opportunity employment and a drug-free workplace.

Location

Mexico City, MX

Details

Full-time, Mid-Senior level, in IT Services and Consulting