Network Operations Center Manager

Job Summary:

As NOC Manager, you will be responsible for overseeing the 24x7 operation of our globally diverse Network Operations Center, ensuring the stability, security, performance, and availability of our managed service platform along with internal IT infrastructure. You will closely work with the team of NOC Analysts by serving as a point of escalation and ensuring adherence to SOPs, SLAs, and KPIs with a view to continuous improvement of existing processes. Additionally, collaborating with peers from other technical and non-technical departments to ensure new and existing technologies are captured in the event monitoring and management processes.

Responsibilities: (including, but not limited to, the following):

• Responsible for managing the day-to-day performance and accountability for the NOC team through building and developing a scalable, strong team of analysts reliably owning the event management processes.
• Own the incident escalation process, ensuring timely and effective escalation to relevant teams or leadership.
• Continual development of NOC workflows, processes and reporting, ensuring smooth operation of 24x7 team and function.
• Approximately 60% management of personnel and 40% technical management.
• Manage and coach direct reports through knowledge sharing and implementing best practices in day-to-day activities.
• Monitor managed service platform along with internal IT infrastructure for uptime, security, and performance.
• Identify opportunities to improve systems, processes, and tools to enhance NOC efficiency.
• Take ownership (management/upgrade/innovation) of related event management and monitoring tooling.
• Ensure critical event processes are adhered to, and documentation is updated frequently.

Skills:

• Excellent communication, organizational, and presentation skills.
• Excellent working knowledge of enterprise infrastructure monitoring tools.
• Strong knowledge of core infrastructure fundamentals (cloud, networking, security, virtualization).
• Experience working with the ServiceNow platform.
• Experience with metrics, reporting, and SLA management.
• Self-motivated, proactive & detail oriented.
• Able to independently and efficiently meet deadlines.
• Ability to assess and prioritize work in a fast-paced environment.

Qualifications:

• 5 years’ minimum experience in a relevant field (MSP and/or financial services industry preferred).
• Prior experience establishing a NOC function at an organization.
• 3 years’ minimum experience managing individuals/team both locally and in a remote capacity.
• Bachelor's degree and/or technical certifications a plus.
• Working knowledge of ITIL framework required, certifications preferred

The Benefits of Working for Abacus:

• Part of a team of experienced technicians that challenge, support and mentor each other
• Exposure to diverse array of technologies & opportunities to further technical education through online courses and certificate reimbursement
• Competitive compensation & robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO