NOC Manager

Florida
Miramar
Position Type
Regular Full-Time

Overview

Come Be Apart

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

The NOC Manager at Arise will oversee the day-to-day management of the NOC. The NOC manager will define, develop, and enforce operating procedures for a 24x7 NOC. The manager will lead a team of NOC and outage technicians that can support the operational duties of the NOC located in the US and India.   You will manage and coordinate the activities of the department in order to deliver outstanding quality and service to both internal and external customers in compliance with SLA requirements. The ideal candidate will bring a combination of hands-on management, knowledge and experience in fast paced and growing environments with a collaborating attitude.

Responsibilities

  • Manage a team of 7 employees and 5 contractor personnel in the US and India, providing guidance, and mentorship
  • Oversee monitoring of and support the company's production infrastructure systems and applications
  • Oversee the outage management process for both internal and external customers – ensure coordination by operations and engineering teams, identifying errors and anomalies, while working to resolve them
  • Will work to Identify trends and verify service impact to customers, while gathering data in order to provide engineers problem resolution. May hold business meetings in order to address ongoing issues with internal or external customer systems
  • Oversee and improve the monthly deployment of critical systems patching
  • Lead and manage projects that will enable department to meet its objectives more efficiently
  • Coordinate shift coverage of 24/7/365 operation
  • Oversee Problem management process in order to support root cause analysis and problem remediation, coordinating with various teams depending on the underlying issue
  • Oversee the Systems Administration team providing internal employee support for workstations and applications
  • Document and implement improvements in processes, which may include collaborating cross-functionally with other departments in order to coordinate the implementation of key solutions
  • Provides regular reports and metrics to senior leadership
  • Participate in audits
  • Will be part of an on-call schedule

Qualifications

  • 8-10 years of experience in NOC or in related areas, with 3 years of management experience
  • Experience in managing monitoring technologies such as Solarwinds, Pingdom, and others
  • Working knowledge and hands-on experience with enterprise infrastructure systems such as, Windows servers, Cisco routers and switches, load-balancers, firewalls, VPN routers, VMWare, etc.
  • Solid understanding of call center related technologies such as ACD, IVR, call recording and screen capture
  • CCNA, MCSE, Network+, ITIL Foundations preferred certification a plus
  • Experiencing building/managing CMDBs
  • Experience managing a virtual team

Competitive Compensation and Benefits, which include:

  • Health / Dental / Vision / Flex Spending Benefits
  • 401(k) Retirement
  • Great PTO and Holiday Plan
  • Maternity / Paternity Paid Leave
  • Life & Disability Insurance
  • Tuition Reimbursement
  • Great Place to Work

When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise!

 

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

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