NOC Lead Technician

PhoenixNAP; Phoenix (AZ); On-site; USD 80,000 - 100,000; Full time

Job summary

PhoenixNAP is looking for an experienced NOC Supervisor to oversee a dedicated NOC team, ensuring high service quality and efficient operations in a 24/7 environment. The ideal candidate will lead a staff of technical professionals, enhance processes, and maintain communication across departments while achieving service level goals. This role is crucial in the management of technical operations, contributing to a fast-paced, high-demand environment focused on continuous improvement and customer satisfaction.

Qualifications

• 4+ years in a supervisory role over technical and operational staff.
• General knowledge of networking architectures and system integrations.
• Ability to handle multiple projects in a fast-paced environment.

Responsibilities

• Supervise a team of 6-8 NOC personnel.
• Develop training and mentorship programs for staff.
• Ensure process improvement and adherence to policies.

Skills

Communication

Analytic skills

Leadership

Problem-solving

Multitasking

Education

Bachelor's degree or equivalent experience

Tools

ITIL methodologies

Project Management methodologies

Job description

This position is focused on keeping customer expectations and department practices in line with corporate policies through supervision of a NOC Services team. This includes monitoring and following up on complaints, coordinating with other departments and working with the NOC Manager in developing policies and procedures that further departmental goals.

PRINCIPAL DUTIES AND RESPONSIBILITIES :

• Provide direction, leadership and supervision of NOC personnel, consisting of 6 – 8 people;
• Develop, mentor and train staff; seek to improve processes and procedures with the goal of delivering the highest level of service to our customers;
• Develop, document, implement and maintain processes and procedures for the day-to-day operations with NOC Management’s guidance.
• Promote a strong culture committed to service quality through the successful execution of repeatable, well-designed processes.
• Monitor the status of alerts, tickets and processes to ensure tasks are being completed timely;
• Communicate policy and procedural changes;
• Make recommendations for changes and improvements and communicate to NOC management;
• Generate reports for management in regards to service availability, uptime, and adherence to Standard Operating Procedures, Customer issues and SLAs etc.;
• Assist NOC Manager with managing company prioritized projects.
• Meet and / or exceed and maintain service levels as assigned by management.
• Ensure continual process improvement within the NOC including but not limited to automation of NOC tasks and reporting, initiatives and routine administration tasks
• Maintain communication with NOC management to ensure issues are resolved;
• Develop and drive improvements to processes and procedures utilizing root cause analysis.
• Identify and interview candidate(s) for the network operations team when needed
• Ensure that NOC Technicians are working issues as efficiently and accurately as possible to meet departmental utilization standards;
• Daily review of the NOC Shift Turnover Report to ensure that tasks and projects are consistently completed on time
• Assist with administering performance reviews, mentoring and training staff.

While this will primarily be a first shift role, due to necessary technical management duties of this position in a 24 / 7 operation, candidate may be required to be on call and / or work various shifts such as weekends and / or evenings.

QUALIFICATIONS :

• Minimum of 4 years’ experience in a supervisory / lead role, supervising technical and operational staff;
• Bachelor’s degree or equivalent experience / training ;
• General knowledge of system integration and networking architectures;
• General knowledge with IP switched / router / based networks;
• General knowledge of Windows Server, active directory, group policy, UNIX / Linux and Storage Technologies;
• General knowledge of web environments and architectures along with knowledge of HTTP, FTP, DNS, and other Internet protocols
• Excellent written and verbal communication skills;
• Excellent analytic, organization and facilitation skills;
• Ability to manage multiple projects simultaneously
• Must be comfortable working in a high stress, fast paced environment with shifting priorities.
• Ability to successfully interface with a wide range of personnel within the organization.
• Self-driven with a take charge attitude while exercising good judgment in a rapid paced environment
• Managed Services support experience preferred
• ITIL methodologies and / or certification preferred
• Project Management methodologies and experience

Company Description

PhoenixNAP is a privately held organization of operational, networking and management professionals that have worked in the datacenter and IT fields since the early 1990s. The company employs a unique approach to providing flexible data center solutions that are tailored to meet the differing needs of small businesses and large enterprises

Phoenix is an ideal location for a data center because it is in an area not prone to natural disasters, there is a relatively low cost for power, and the city and region are very supportive of the high-tech industry. However, though Phoenix is home to numerous single tenant data centers, a lack of multi-tenant facilities in the area with available space and power presented a market need. PhoenixNAP is meeting that need while simultaneously addressing another market concern by establishing a true network access point for the city, state, and Southwestern United States region. PhoenixNAP operates a not-for-profit public peering exchange, enabling carriers to peer with one another to limit backhauling traffic to other cities across the country, and offer data center clients' additional connectivity options.

Through a unique approach to designs that maximize efficiencies, PhoenixNAP is able to keep operational costs in check and pass additional captured savings on to its clients. PhoenixNAP has the available space, necessary power, efficient cooling, versatile connectivity, and multi-faceted security of a next generation data center.

To learn more click here : www.employment.phoenixnap.com

Company Description

PhoenixNAP is a privately held organization of operational, networking and management professionals that have worked in the datacenter and IT fields since the early 1990s. The company employs a unique approach to providing flexible data center solutions that are tailored to meet the differing needs of small businesses and large enterprises

Phoenix is an ideal location for a data center because it is in an area not prone to natural disasters, there is a relatively low cost for power, and the city and region are very supportive of the high-tech industry. However, though Phoenix is home to numerous single tenant data centers, a lack of multi-tenant facilities in the area with available space and power presented a market need. PhoenixNAP is meeting that need while simultaneously addressing another market concern by establishing a true network access point for the city, state, and Southwestern United States region. PhoenixNAP operates a not-for-profit public peering exchange, enabling carriers to peer with one another to limit backhauling traffic to other cities across the country, and offer data center clients' additional connectivity options.

Through a unique approach to designs that maximize efficiencies, PhoenixNAP is able to keep operational costs in check and pass additional captured savings on to its clients. PhoenixNAP has the available space, necessary power, efficient cooling, versatile connectivity, and multi-faceted security of a next generation data center.

To learn more click here : www.employment.phoenixnap.com