Scientel Solutions is seeking an experienced Lifecycle Management Manager to join our growing team. This position will be responsible for the daily performance and availability of our customers and internal networks. Scientel handles end to end customer experiences for a wide range of clients including local government, education, and public safety. This position will ensure the continuity of flow from implementation to support without restriction and assists in restoring services as quickly as possible when issues arises.

• Lead the support team in the 24/7 monitoring efforts for both public safety and enterprise customers.
• Provides timely responses on all incidents, outages, and performance alerts; categorizes escalated issues for appropriate technical teams, using proper documentation and notification per support contracts.
• Monitor multiple network infrastructures and resolve/escalate events in real time, escalating when necessary.
• Create reports on a daily, monthly, or as needed basis as determined by the leadership team.
• Drive reductions in incidents and events, striving for preemptive and preventative actions wherever possible.
• Tracks and provides SLA and other required performance metrics.
• Identify issues in networks from automated reporting that impact customers and own the fix end to end.
• Drive the team to succeed with ticket triage, incident response, event correlation and automation.
• Drive the creation and improvement of processes and procedures to effectively monitor, detect and mitigate threats
• Develop incident triage and response playbooks and automation
• Utilize metrics continually improve operations
• Remotely support teams in the field during bring up and maintenance of equipment.
• Develop and enforce change control procedures.
• Create and manage schedule of analysts supporting the network 24/7.
• Maintain schedule of outstanding, ongoing, and upcoming internal and external maintenance.
• Ensure network monitoring software is always up to date with recent additions to the network. (configuring, adding new devices, etc.)
• Ensures the NOC staff provides effective support of the operations/engineering/sales teams.
• Leads, manages, develops NOC analysts and other direct reports.
• Build out training procedures and operation workflows for NOC employees.
• Maintain and track department budgets and financial goals.
• Assistant in the creative development of service products for the organization
• Partner with sales and marketing to promote sales within your department
• 5 years of NOC/SOC or troubleshooting customer service experience working with telco/ISP/cable networks, complex technical services.
• 3 years of hands on network experience
• Proven Network/Cybersecurity experience in managing professional networks, related devices, tools, and processes.
• Exceptional people and project management skills.
• Configuration and troubleshooting of wireless and switching infrastructure
• Experience with network monitoring and cybersecurity software
• Ability to troubleshoot and resolves issues on multiple hardware,software, and cloud
• Ability to develop and implement new processes and procedures as technology develops and solutions are found.