Job Description

Flexible hybrid work environment (onsite 2 days a week/3 days remote) at our Arlington (AOC1), TX office.
Please note: We are unable to provide any type of sponsorship for this position at this time.

This position will be posted until filled.

Responsibilities

About the role:

The NOC Manager works diligently for and in concert with all GMF's technology units (infrastructure teams, software development teams, security teams, third party vendors etc.) across the globe. At all times maintains up-to-date operational awareness of required support procedures. Contributes substantially to defining appropriate incident response measures and ensures NOC operational documentation accurately reflects and supports these functions. Through delegation, the NOC Ops Manager is responsible for documenting and communicating all problems and outages as they occur across the Enterprise. Oversees and directs analyst teams assisting in fault isolation and evaluation of root cause. The NOC Operations Manager is responsible for staying current on changing company technologies in order to understand significance and business impact when outages occur. They will demonstrate strong intercommunication skills when working with senior leadership, IT support teams, and business departments and outside vendors.

In this role you will:

• Ensures timely response to all Enterprise impacting incidents and outages
• Recognizes, characterizes, and reports degraded performance trends in hardware and applications
• Assigns and directs analyst teams to assist in isolating root cause and forecasting of probable future failures based on trend and capacity analysis
• Works with external business firms, as required, to establish reporting and escalation procedures for external events having potential to impact GMF technologies and general business operations
• Oversee and refine processes for handling Enterprise level incidents and broad service outages ensuring timely tracking and communication to appropriate support teams and departments
• Initiate, in conjunction with Service Desk and BC/DR teams, company-wide outage notifications/communications in response to high impact incidents
• Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability
• Manage employee hiring, schedules, vacation requests, timecard approvals and perform regular performance evaluations in accordance with company policy
• Enforce quality and completeness of daily shift logs by reviewing regularly for proper levels of detail and accuracy
• Ensure proper administration and execution of backup tape rotations based on established procedures
• Coordinate with internal & external technology teams to ensure proper processes are followed for staging and promotion of production code as prescribed by change management policies
• Manage and deliver on requests from senior management, reports of all types, from conceptualization through completion and delivery
• Responsible for quality checking (final editing) of all delivered reports
• Work with various IT teams and support groups as needed to ensure existing knowledge base articles (KBs) are kept up to date
• Assists in creating new KBs as necessary to keep current with technology and business changes
• Coordinates with AVP - Production Operations and BC/DR management team to define, document and maintain DR procedures for contingency NOC Ops in the event of operational interruptions (from inclement weather events to catastrophic facility loss)
• Assists with setting teams up on Splunk on-call (VictorOps)
• Assists with Major Incident Management as needed, including joining calls during shift and ensuring team members join all Major Incident calls
• Will be available to NOC team as needed, and will be included in Major Incident Management on-call rotation on a 4-5 week basis

Qualifications

What makes You an ideal candidate?

Knowledge and Skills

• Ability to correct PC related problems in a timely manner
• Advanced knowledge of WAN security and design
• Advanced knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS
• In-depth knowledge of PC hardware and software
• Expert understanding of ITIL based process workflow management
• Advanced knowledge of VB Script and or PowerShell
• Advanced support-level knowledge of the Windows desktop Operating Systems
• Strong knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)
• Understanding of enterprise computer hardware/software and information systems
• Understanding of network monitoring concepts (e.g., TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc.)
• Must have a broad understanding of enterprise computer hardware/software and corporate information systems
• Prior experience working with monitoring, ticketing and Event logging systems like SolarWinds Orion, Remedy, ServiceNow and RightITnow is highly desirable
• Experience with job scheduling tools such as Workload Automation, Tidal, etc.
• Major Incident Management experience is strongly preferred
• Experience managing and training technical staff is strongly preferred
• Excellent analytical and troubleshooting skills
• Expertise working with spreadsheet, word processing and reporting applications such as SSRS, Crystal, Cognos and others
• Exceptional ability to analyze problems and correlate data from multiple sources
• Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
• Ability to make independent decisions and use sound judgment in relation to the management of team members
• Ability to coach, develop and lead others
• Ability to prioritize tasks and ensure their completion in a timely manner
• Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams

Work Experience & Education

• 7-10 years of experience in computer/customer support role, previous NOC supervisory experience strongly preferred
• 3-5 years of experience working in an NOC Environment preferred
• High School Diploma or equivalent required
• Bachelor's Degree in related field or equivalent work experience required

Working Conditions

• Subject to stressful situations
• Less than 25% travel (Domestic and Abroad)
• Must be available to work any time of day, including Saturday and Sunday as needed

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.

Compensation: Competitive pay and bonus eligibility

Work Life Balance: Flexible hybrid work environment, 2-days a week in office

This position is not open to agency submissions

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