Your role at a glanceThe NOC Supervisor I will be a key member of the NTT GDC Americas, Inc. DC Operations team. This position will work with all internal business units and practice groups to establish service delivery excellence toward being a world class service organization.
As a member of the DC Ops management team, this individual will collaborate to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Network Operations Center that provides remote level I and level II technical support to users worldwide.
Under the general supervision of the NOC Manager, the NOC Supervisor I is responsible for the daily monitoring and administration of the NOC and associated personnel. This includes Tier 1 support, client service order ticketing from voicemail, email, monitored services platform, technician daily / monthly reporting.
What we are looking for ESSENTIAL DUTIES & RESPONSIBILITIES
- Management responsibilities:
- Supervises and provides technical guidance for 24/7 technical staff.
- Makes hiring, firing, and review recommendations to management.
- Contributes to employee performance appraisal process under the guidance of the NOC manager.
- Develops training plans for NOC staff and facilitates cross-training and peer mentoring.
- Participates in the development of policies, standards and procedures for the NOC.
- Ensures approved policies, standards and procedures are followed in the NOC.
- Operates as any lower level NOC Technician; responsible for assuming the workload and shift requirements for personnel if required.
- Operational responsibilities:
- Manage scheduling for Network Operations personnel
- Oversees and monitors the performance of assigned computing systems through subordinates; ensures systems are managed to client SLA requirements.
- Manages and communicates incidents impacting SLAs.
- Responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
- Maintains, develops and improves reporting capabilities in the NOC; makes regular reports to management on compliance with SLA objectives.
- Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
- Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
- Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.
- Leads, contributes to, and provides technical QA for outage post mortem analysis.
- Leads and participates in technical troubleshooting calls.
- Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
- Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
- Client management responsibilities:
- Manages client operational calls and runs critical incident calls.
- Contributes to production of scheduled management reports.
- Handles escalations and client requests for information.
- Vendor management responsibilities:
- Ensures QA and measurement of vendor compliance with negotiated and guaranteed Service Levels and delivery targets.
KNOWLEDGE, SKILLS & ABILITIES
- A good understanding of the principles of service support as defined in the ITIL framework.
- Working knowledge of enterprise ticketing systems.
- Knowledge of Managed Services products within the IT field.
- Knowledge of Datacenter and collocation products and services.
- Possess strong problem solving, conflict resolution and critical thinking skills.
- Possess strong written and verbal communication skills.
- Outstanding customer service skills.
- Excellent interpersonal skills.
- Excellent telephone manner.
- Ability to work well under pressure.
- Flexible and adaptable to meet the team's needs.
- Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
- Must have the ability to work independently and be an effective contributor to a diversified team.
- Sense of ownership and accountability.
EDUCATION & EXPERIENCE
- Associates degree preferred or equivalent work experience to meet requisite skill level, normally obtained with 3-4 years of related experience.
- Experience in managed services or data center services as a provider.
- No direct supervisory experience is required, but a minimum 3 years' experience working in Network Operations or Help Desk environment is required.
- A baseline technical aptitude in the following:
- Help Desk Windows experience.
- Familiarity with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.
- Familiarity with HDI and ITIL best practices.
PHYSICAL REQUIREMENTS
- Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
- Able to climb ladders and work on raised platforms.
- Able to hear and speak into a telephone and 2-way radio.
- Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
- Ability to work in confined spaces.
- Requires ability to lift and carry objects weighing up to 50 pounds.
- Requires the ability to kneel, stand, walk great distances, climb stairs/ladders
- Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
- Able to hear and speak into a telephone and 2 way radio/ear bud.
WORK CONDITIONS
- Standard office environment.
- Work on site; no telecommuting.
- Must be willing to travel 10-15% of the time.
SPECIAL REQUIREMENTS
- Responsible to carry a cell phone and provide 24 x 7 support as needed.
- Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support.
- Must be able to respond to emergency situations at the data center.
- Must be comfortable working in a highly critical, fast paced environment shifting priorities.
- Must possess a current, valid state-issued driver's license.
Compensation Pay RangeThis position requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend will be provided to cover expenses incurred for using a personal device, if applicable.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. The base salary for this position is $94,700 - $135,300.
All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.
Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.
