3576 - Supervisor, L1 NOC

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Your role at a glance

The 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.

D evelops training plans for NOC s taff 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.Operate s 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.

M anages 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.

P erform s routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.

Develop s and deploy s communication and escalation plans designed to improve the efficiency and effectiveness of incident management.

Provide s written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.

Lead s , contribute s to, and provide s technical QA for outage post mortem analysis.

Leads and participates in technical troubleshooting calls.

Provide s technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.

Ensure s the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.

Client management responsibilities:

Manage s client operational calls and run s critical incident calls.

Contributes to production of scheduled management reports.

Handle s 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.

K NOWLEDGE, SKILLS & ABILITIESA 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 .Exp erience in managed services or d ata center services as a provider.

No direct supervisory experience is required, but a m inimum 3 years’ experience working in Network Oper ations or Help Desk environment is required.

A baseline technical…