Manager - NOC & Security Operations Remediation- Norfolk, VA

Leads a team of Network Operations Center (NOC) professionals in managing the alerting and critical issue escalation while managing the day-to-day operations of the NOC team. Coordinates resources, notifications, communications, documentation, and reporting on key KPIs. Responsible for the Security Operations patching team in maintaining and reducing risks in the infrastructure. Ensure the secure operation of servers and workstations through proper application/operating system patching of vulnerabilities and application of configuration changes. Accountable for remediating software and hardware vulnerabilities and developing strong processes and controls to automate the vulnerability remediation process.

This is a hybrid position requiring 3 days per week in office and 2 days can be remote.

Professional Experience/Qualifications:

• Bachelor s degree in engineering, computer science, or information technology, or a demonstrable equivalent combination of formal education, on-the-job training, and/or work experience
• 5-10 years of experience in network, systems, and operations service support, including managing people and processes
• Experience in developing alerts using various monitoring tools such as SolarWinds, Ivanti Nuerons or LANdesk etc.
• Experience with performing Vulnerability scans to secure operation of servers and workstations through proper application/operating system patching of vulnerabilities and application of configuration changes.
• Knowledge and Experience in managing Patching in an Enterprise, Global Organization that operates in multiple time zones and highly available.
• Must be flexible to work both day and night shifts for scheduled and unscheduled absences of team members
• Working Knowledge of Data Center hardware, server software, databases, virtualization, storage technologies, backup systems, networking, and security
• Experience dealing with complex IP networks and diverse equipment
• Ability to work effectively with external vendors to escalate and resolve support issues quickly
• Well-developed problem solving and critical thinking skills, with the ability to think creatively in fast-paced environment
• Strong verbal and written communication skills to convey technical guidance and information to users as well as be able to effectively use spreadsheets, Visio, and project management programs
• Ability to lift equipment i.e., racking server equipment in the data center
• The ability to manage multiple simultaneous and diverse technology issues to resolution, with minimal supervision and an unbeatable sense of urgency
• Highly motivated individual with passion for customer service and follow-through

Key Responsibilities (other duties may be assigned):

• Provide 24x7x365 escalation and monitoring support for global applications and systems
• Deploy, manage, and maintain all security patches for operating systems and applications
• Liaise with PRA Leadership concerning system and application issues
• Create and maintain training material for NOC engineers. Oversee the training and development of staff.
• Develop standard operating procedures and maintain documentation.
• Manage operational incidents on a 24x7 basis. Act as an escalation point for the various teams.
• Ensure tickets are completed timely, professionally and with a high degree of quality.
• Set clear expectations of daily activities, monitor the progress of service issues to their timely resolution, review and post completed incidents, problems, and changes
• Manage multiple concurrent interdisciplinary projects and ensure the cohesive working of the team.
• Ensure status communications are distributed to customers in accordance with procedures.
• Accountable for ensuring appropriate alerts are in place to ensure high availability of key platforms
• Monitor status of circuits, systems, database, applications, jobs, and security alerts.
• Analyze root causes of problems and find proactive ways to avoid them in the future
• Monitor and escalate the performance of after-hours tasks such as patching, code deployments, backups/restores, configuration changes and others.
• Provide high level of customer satisfaction for support tickets and requests. Build and maintain supportive working relationships with IT teams.
• Review and monitor alerts and escalations to ensure proper handling
• Working knowledge of security industry and ability to identify security risk criticality and urgency.
• In-depth technical knowledge of desktop and server applications and operating systems
• Working technical knowledge of TCP/IP and basic networking concept
• Hands on knowledge of software distribution tools and application packaging
• Patch management & patch automation experience
• Other duties as assigned

Supervisory Responsibilities:

• Provide leadership, mentoring, and management of Tier 1/2 engineers in support of PRA s highly available environment. Engineers may exist in multiple locations/time zones
• Develop team schedules to maximize coverage and responsiveness globally
• Prepare, document and present staff performance evaluations
• Demonstrated ability to solve complex technical problems with little or no assistance.
• Excellent written, verbal, and interpersonal skills

At PRA Group, we're committed to helping our employees reach their highest potential by offering competitive salaries with proprietary training programs, tuition reimbursement programs, comprehensive healthcare, health, dental and vision benefits, maternal and paternal leave, holiday pay and PTO, an employee assistance program, and valuable opportunities to establish a long career within our organization.