Your Impact: Axon 911 is looking for a Network Operations Center (NOC) Manager (Tier-1) who will be responsible for orchestrating operations and leading the team of NOC engineers. This position is responsible for defining, implementing, and monitoring key performance indicators (KPIs) to ensure that our technical support exceeds excellence benchmarks.
The NOC Manager reports to the Director of Customer Support and needs to have understanding of technical knowledge as well as a strategic mindset to enhance overall operational efficiency and deliver superior emergency collaboration technologies.
What You'll Do:- Hands-on: Direct hands-on activity in resolving complex technical issues and maintaining the organization's infrastructure stability. The candidate must demonstrate advanced troubleshooting techniques and problem-solving skills in a SaaS/Web Production environment.
- Strategic Technical Leadership: Exceptional in troubleshooting, enhancing service reliability, and leading technology teams towards continuous infrastructure improvement with innovative solutions.
- Talent Management and Development: Responsible for the recruitment, training, and development of the NOC Engineers Team. Drive the team to exceed KPIs related to issue resolution quality, customer satisfaction, and operational efficiency.
- Critical Incident Management: Handle escalations and manage multi-level support coordination. Ensure swift resolution of incidents, maintaining high customer satisfaction.
- Strategic Planning and Execution: Define, implement, and enforce essential policies such as configuration and change management to uphold network integrity.
- Communication and Collaboration: Facilitate cross-departmental meetings and engage with Axon 911 customers, promoting a culture of transparency and customer-first ethos
What You Bring: - Minimum 3 years of experience as a NOC Engineer in a SaaS company, and at least 2 years as a NOC Manager. - A must!
- Demonstrated hands-on expertise in monitoring technologies and proficient troubleshooting in a Production environment. - A must!
- Proven ability to design and implement advanced monitoring systems for early detection and resolution of service issues in SaaS/Web environments, ensuring optimal service availability (Using platforms like Datadog, Kibana, Grafana, Coralogix or similar).
- Ability to create, maintain and optimize technical documentation, customer facing strategies and customer support complex methodologies.
- Exceptional problem-solving skills and a high sense of urgency for issue escalation and resolution.
- Strong interpersonal skills, with the ability to build relationships across departments and with partners.
- Ability to work flexible hours (as required) to accommodate off hours activities (e.g., infrastructure deployments), project deadlines, and team collaboration needs.
Benefits that Benefit You- Competitive salary and 401k with employer match
- Discretionary paid time off
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
- Emotional & Mental Wellness support
- Learning & Development programs
- Employee Resource Groups (ERGs)
- And yes, we have snacks in our offices
Benefits listed herein may vary depending on the nature of your employment and the location where you work.
Axon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers.
Base Pay Range
$116,000-$129,000 USD
Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important NotesThe above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
