Manager, Network Operations Center

Make a difference. Be happy. Grow your career.

Positions in this sub-family are responsible for providing services related to management of the organization's information technology resources to internal and/or external clients in Business Process Outsourcing (BPO) organizations or in Global Capability Centers (global in house captives/shared services centers). Activities include (but not limited to) developing, implementing, and testing internal IT applications and systems software; installation, administration, and maintenance of information technology resources (including IT hardware and software, data/voice networks); providing support to technology users. A Manager (M3) manages experienced professionals who exercise latitude and independence in assignments. Responsibilities typically include: • Policy and strategy implementation for short-term results (1 year or less). • Problems faced are difficult to moderately complex. • Influences others outside of own job area regarding policies, practices and procedures.

About the Role

The Manager, Network Operations Center's responsibilities include overall supervision and management of Tier II engineering staff responsible for proactive monitoring and reactive support of all infrastructure systems.  The manager will define, develop, and operationalize procedures for a 24x7 operation as well as oversee the day-to-day management of systems and monitoring tools.  This will include supervision and coordination of the activities of the team during shifts to deliver quality service to our customers in compliance with our SLAs.

Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.

Key Responsibilities

• Manages overall work performed by the NOC team during their assigned shifts
• Provide Network and operational support for mission-critical systems 24X7
• Serves as the subject matter expert and internal escalation point for team members
• Own and manage NOC incidents from inception through resolution
• Troubleshoot and resolve production issues
• Escalate incidents to Tier III support teams
• Proactively communicate customer service issues to the IT Leaders
• Enters tickets accurately and with full details immediately into the system for new issues, requests, and alerts. 
• Updates existing tickets in a timely fashion following SLAs
• Monitor daily performance of all roles to ensure proper results are being delivered and establish and manage key performance metrics for the team.
• Manage/mentor team performance and efficiency and make recommendations for process improvements resulting in increased quality of service and customer satisfaction

Skills and Experience

• 5 Years of related experience
• Deep knowledge and understanding of server, network, and data center systems                                      
• Experience leading process implementation                
• Experience with network monitoring systems configuration and maintenance                                                                      
• Solid background in the development of strategies, tools, and processes necessary to provide NOC services                   
• Experience with technical writing and document management/control practices.

 

Minimum Years of Experience

• Bachelor's Degree in Computer Science or related field and 5 years of experience.
• 3 years of Supervisory experience