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Manager, Network Operations Center
Sirius XM
Irving, TX, United States
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Position Type: Regular - Full-Time
Position Summary:
The NOC Manager will be responsible for managing a team of 4-6 individuals who are tasked with ensuring the operational integrity of the production environment. This includes environments for Windows and UNIX systems that provide the computing infrastructure for all operational and direct customer support requirements. Position supports a 24x7x365 production environment. The NOC Manager will perform emergency and contingency procedures to contain and relieve system and program logic difficulties and failures under the guidance of procedure checklists. The NOC team engages the system administrator teams for unexpected indications and emergency processes, initiates triage calls and reports status to the key stakeholders.
Duties and Responsibilities:
• Own the day to day operation of the NOC team by providing overall guidance, leadership and direction.
• Maintain and monitor required staffing levels and scheduling.
• Organize and prioritize the teams deliverables.
• Based on best practices, develop and own the processes and procedures used by the team.
• Develop/maintain documentation related to the departments work processes which is up to date and accurately reflects the day to day running of the team.
• Act as an point of contact to the Tier 2 and Tier 3 support teams during system outages.
• Handle objections and resistance to change.
• Effectively plan and organize workload.
• Self-motivated and capable of working under pressure/using own initiative with minimal supervision.
• Challenge existing processes and procedures.
• Recruit, hire, train, evaluate and develop staff in all areas of responsibility as well as managing staff performance both negative and positive.
• Ensure continuous process improvement is a culture of the team.
• Own the process for Facility UPS/Data Center Cooling Units and Generator coordination and communications.
Supervisory Responsibilities:
• Manage a team of 4-6 NOC engineers.
• Conduct team bi-annual reviews and maintain responsibility for career development of team members.
• Effectively mentor, develop and train staff.
Minimum Qualifications:
• Bachelor degree in IT is preferred, but will consider experience in lieu of degree.
• 5+ years of experience in a NOC leadership role and management of resources.
• Able to support a 24 hour mission-critical production environment that may include supporting shifts missed by subordinates.
• Must be able to manage shift duties and procedures accurately and consistently.
• Must be able to cope with critical and emergency procedures, thinking clearly and acting methodically should high-pressure stress system failures occur.
Requirements and General Skills:
• Demonstrates strong leadership skills and the ability to work cross functionally with the business and our customers.
• Must be able to give clear direction and delegate accountability across the team.
• Works with other team members, including cross-functional teams, business users, and vendors.
• Strong decision making skills.
• Excellent interpersonal skills and the ability to work within all levels of the organization.
• Mentors new and/or less experienced team members.
• Ability to multi task while maintaining attention to details.
• Adaptable to shifting priorities and rapid change is essential.
• Experience with ITIL or other established Information Technology methodology required.
• Has the ability to build and maintain solid relationships with colleagues at all levels of the organization.
• Required to be available via phone 24 x 7.
• Must have legal right to work in the U.S.
Technical Skills:
• Expert level in Incident management tools.
• Advanced knowledge and usage of Microsoft and other Office products: Excel, database query analysis, Visio and PowerPoint.
• Continuously observes the operating consoles, storage devices, and scheduled batch background processes to assure proper performance, contacting Operations and Technical Services management as required or directed.
• Monitors Alarm reporting and generation processing subsystems on a continuous basis to assure level of service or prompt corrective action as required.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion.