Vacancy expired!
Job Description
Director of NOC Soutions Louisville, KY 100% On-site Direct Hire Up to $160,000The Director of Network Operation Solutions will direct and manage all facets of Operational Performance, Transformation Initiatives, Resource Management, Contract Life Cycles, F & P Statements, Governance, Vendor Management, Escalation Management, Incident Management, and Service Agreements. The chosen candidate will manage from a department level all deadlines and deliverables for both internal and external stake holders with minimum direction and little oversight. The right person for this job should come from an MSP background and be prepared to, through their direction and decision making, transform and modernize our NOC and all aspects of it. They will work with our Managed Service leaders and develop a vision and roadmap and then will be tasked to accomplish that vision. They will also serve as a single point of contact between executives, departments, support teams as well as customers. Job Functions- Lead a 24x7x365 NOC with locations in Grand Rapids, Michigan, Louisville, Kentucky, and future locations TBD. They will also incorporate leveraged resources working remotely.
- Direct the operational oversight for NOC Solutions including, but not limited to: planning, staffing & training, budget panning and forecasting, preparing proposals, quality control, and delivery.
- Develop, deliver and maintain all department goals, metrics, and KPIs specific to the NOC
- Conduct routine benchmarking and revision against standards and trends
- Refine current SOPs and Develop new ones with control mechanisms to ensure seamless integration and delivery for the NOC.
- Managed and Enforce engagement deadlines and schedules and ensure accountability amongst all teams, including managed remote resources.
- Champion a growth and mentorship culture and encourage all teams to support their own professional development
- Assess financial reports (Profit & Loss, Utilization, COGS Analysis) and ensure consistent profitability levels in accordance with business objectives and department goals.
- Serve as a SME and liaise with clients on all matter pertaining to the NOC. Manage customer expectations based on developed SLAs.
- Identify the NOCs strengths and weaknesses and develop a plan and roadmap towards improvement
- Stay current of industry trends and incorporate new technologies as needed to improve service and delivery.
- Experience leading a geographically distributed team that works 7x24x365,
- Experience transforming operational teams and modernizing a NOC
- 10+ years managing complex, multi-tenant infrastructure tools and systems comprised of both on-premises and cloud connected infrastructure and technologies.
- 7+ years working in a multi-tenant service provider environment. Must have MSP experience.
- Experience with managing incident, change and service requests that follow ITIL v4
- Exceptional strategic planning and analytical skills
- A Dedication to service delivery excellence
- Ability to work under pressure.
- Exceptional financial acumen, having a strong understanding of the NOCs financial standing as it relates to the business.
- Exceptional problem solving, must be able to resolve issues quickly and efficiently by leveraging relationships, customer centric skills, business acumen and creativity.
Vacancy expired!