Manager, Network Operations Center in Boise, ID

$80K - $100K(Ladders Estimates)

Xylem Inc   •  

Boise, ID 83702

Industry: Technical Services


8 - 10 years

Posted 34 days ago

The Role: Sensus, a Xylem brand, seeks to hire a NOC Manager for the development and management of NOC team and supporting products. Join our Network Operation Center team in Boise, ID, where you can bring your great ideas and energy to our no nonsense culture. We are small enough so that every employee can make a real difference in the company – and big enough so that difference has a profound impact. The position will be permanent and located in Boise, ID.

Essential Duties/Principal Responsibilities:

  • A self-starter capable of taking initiative on all projects
  • Recognize issues that must be quickly escalated to Engineering
  • Oversee the engineers that support existing products and product sustaining activities including build process, system patching, basic system troubleshooting.
  • Work cross functionally with other Internal teams
  • Break down barriers and issues that impact the team's productivity
  • Own and manage escalated support cases
  • Has knowledge and experience to maintain technical processes and automations/scripts
  • Excellent analytical and debugging skills, strong software aptitude and creative ability, a meticulous approach to analyzing and resolving complex technical problems
  • Perform root cause analysis to completion and provide recommendations
  • Must be able to generate and maintain operational documentation (i.e. Runbooks)
  • Log and document all issues in our issue tracking system, updating cases as needed until resolved
  • Become an expert in using our applications and develop understanding of how the application works at a low level
  • Manage case load to meet defined service levels
  • Provide feedback on how to improve the product
  • Help improve customer support methods and processes
  • Have the ability to motivate and mentor engineers.
  • Set and communicate priorities and engineering schedules to internal stakeholders and the engineering team
  • Work with cross-functional teams (Operations, Engineering, etc.) company-wide to ensure alignment and synergy

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

  • This position requires a four-year college degree in a technical field.
  • Minimum 8 years of experience in IT and/or Engineering fields, with 5+ years in an Application Support role
  • Strong operating systems knowledge – Linux (Red Hat/other), Windows (all flavors)
  • Excellent analytical ability
  • Excellent troubleshooting skills
  • Excellent verbal/communication skills required.
  • Able to thrive and work in a fast pace environment.
  • Ability to work collaboratively within a team environment of engineers to meet aggressive goals with high quality standards.
  • Must work efficiently with cross functional teams.
  • Excellent account/customer management skills
  • Familiarity with Salesforce case management system
  • Knowledge of networking.
  • Knowledge of automation/scripting languages (Perl,Python,other)

Valid Through: 2019-10-8