Manager, Network Operations Center

Who We Are

We’re a cast of characters working to shine a spotlight on anime. Crunchyroll is an international business focused on creating both online and offline experiences for fans through content (licensed, co-produced, originals, distribution), merchandise, events, gaming, news, and more. Visit our About Us pages for more information about our collection of brands.

Location: Dallas

Our Dallas office is centrally located within the Metroplex, making it convenient and easily accessible for our team members from across the Dallas-Fort Worth Area.

About The Team

We are a team that is a hybrid between Application Support and our Network Operation Center to resolve critical issues and to support both production and engineering as issues present themselves.

About You:

• Five (5) years managerial experience for teams of ten or more technical people
• Minimum 10 years of IT experience including five (5) years network operations center and Engineering experience
• Previous experience with Java, bash and or Python or other Linux scripting/ programming languages.
• Extensive experience with troubleshooting web, mobile and living room applications
• Experience running a NOC
• Extensive technical knowledge of networking and microservices
• In-depth understanding of IT infrastructure, deployment and release pipelines
• Skilled utilizing Observability Tools: New Relic, Data dog, Cloudwatch
• Strong analytical and problem-solving skills
• Skilled using ITSM ticketing products

Pluses:

• 3 years of Coding, Automation testing experience with any language or tools
• Designs, codes, tests, deploys and evaluates highly reliable web pages in PHP, Go, JavaScript

A day in the life of a Manager, Network Operation Center:

• Functional responsibilities for all aspects of Network Operations Center staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development.
• Ensure that NOC personnel are implementing effective Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.
• Provide technical network/services expertise & strong troubleshooting skills to the team and ensure that personnel possess and grow their technical skills to perform their roles.
• Work closely with Devops / SRE / delivery groups, Product Development to ensure network/services integrity and reliability.
• Select and mentor Shift Leads and participate in career development and coaching
• Ensure timely response to customer inquiries for assistance, coordinate potentially impacting long haul vendor service maintenance or repairs with customer and program personnel and maintain peer level relationships with our customers.
• Support the staffing, onboarding, training, development and performance management of the NOC staff.
• Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies, and processes
• Utilize metrics and trend analysis to reduce Mean Time To Repair, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues.
• Experience working in Cloud environment (AWS & GCP)
• Ensure all NOC employees remain proficient; identify training for each skill set providing progress reports on operation team training and certifications
• Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs. Drive and support Continual Service Improvement.

Benefits:

• Competitive salary
• “Use What You Need” time away from work policy
• Medical, dental, vision, STD, LTD, and life insurance
• Health care and dependent care FSA
• 401(k) plan with employer match
• Employer paid commuter benefit
• Support program for new parents
• Fun, passionate and skilled co-workers
• Pet friendly - pet insurance

Questions about Crunchyroll's hiring process? Please check out our FAQ

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