NOC Lead and Major Incident Manager

TechDigital Group; Jackson (MI); On-site; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic NOC Manager to lead a talented team of engineers and analysts. This role is crucial for overseeing 24/7 operations, ensuring effective incident management, and fostering a culture of continuous improvement. You will have the opportunity to implement best practices, enhance processes, and develop your team while driving performance metrics to elevate network health and efficiency. If you're passionate about technology and team leadership, this is an exciting opportunity to make a significant impact in a collaborative and innovative environment.

Qualifications

• 8+ years of managerial experience in a NOC or network support role.
• In-depth knowledge of network technologies and security best practices.

Responsibilities

• Lead and mentor a team of NOC engineers and analysts.
• Oversee 24/7 NOC operations and incident management processes.
• Continuously improve NOC processes and documentation.

Skills

Leadership

Problem-solving

Interpersonal Skills

Decision-making

Communication

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Tools

ITIL

CCNA

CCNP

Job description

Responsibilities:

1. Team Leadership:
   • Lead, mentor, and motivate a team of NOC engineers and analysts.
   • Foster a collaborative and positive work environment that encourages innovation and continuous improvement.
   • Conduct regular performance reviews and provide coaching and feedback to team members.
2. Operational Oversight:
   • Oversee the 24/7 operation of the NOC, ensuring the timely and effective resolution of incidents.
   • Collaborate with other IT teams to ensure seamless communication and coordination in incident response.
3. Process Improvement:
   • Continuously evaluate and enhance NOC processes and procedures for incident detection, resolution, and escalation.
   • Implement best practices and industry standards to improve the efficiency and effectiveness of NOC operations.
4. Incident Management:
   • Manage the end-to-end incident management process, from initial detection through resolution and post-incident analysis.
   • Coordinate with other IT teams and external vendors to ensure timely incident resolution.
5. Resource Management:
   • Allocate resources effectively based on workload and priority.
   • Identify training needs and provide professional development opportunities for team members.
6. Documentation:
   • Ensure accurate and up-to-date documentation of procedures and incident response plans.
   • Regularly review and update documentation to reflect changes in the environment.
7. Performance Metrics:
   • Define and monitor key performance indicators (KPIs) for the NOC, reporting on performance and identifying areas for improvement.
   • Develop reports and dashboards to provide insights into network health and performance.

Qualifications:

1. Bachelor's degree in Information Technology, Computer Science, or a related field.
2. Proven experience in a NOC or network support role, with at least 8 years of managerial experience.
3. In-depth knowledge of network technologies, protocols, and security best practices.
4. Strong leadership and interpersonal skills, with the ability to motivate and guide a diverse team.
5. Excellent problem-solving and decision-making abilities, especially in high-pressure situations.
6. Familiarity with ITIL practices and IT service management.
7. Certifications such as CCNA, CCNP, or ITIL are a plus.

Effective communication skills, both written and verbal.