NOC Manager

2 weeks ago

Columbus, Ohio, United States Western Alliance Bank Full time
About the Role

We are seeking an experienced NOC Manager to lead our Network Operations Center team at Western Alliance Bank. As a key member of our IT team, you will be responsible for overseeing the day-to-day operations of the NOC, ensuring the timely and effective resolution of incidents, and improving operational systems and processes.

Key Responsibilities
  • Team Leadership: Lead, mentor, and motivate a team of NOC engineers and analysts, fostering a collaborative and positive work environment that encourages innovation and continuous improvement.
  • Operational Oversight: Oversee the 24/7 operation of the NOC, ensuring the timely and effective resolution of incidents, and collaborating with other IT teams to ensure seamless communication and coordination in incident response.
  • Process Improvement: Continuously evaluate and enhance NOC processes and procedures for incident detection, resolution, and escalation, implementing best practices and industry standards to improve the efficiency and effectiveness of NOC operations.
  • Incident Management: Manage the end-to-end incident management process, from initial detection through resolution and post-incident analysis, coordinating with other IT teams and external vendors to ensure timely incident resolution.
  • Resource Management: Allocate resources effectively based on workload and priority, identifying training needs and providing professional development opportunities for team members.
  • Documentation: Ensure accurate and up-to-date documentation of procedures, and incident response plans, regularly reviewing and updating documentation to reflect changes in the environment.
  • Performance Metrics: Define and monitor key performance indicators (KPIs) for the NOC, reporting on performance and identifying areas for improvement, developing reports and dashboards to provide insights into network health and performance.
Requirements
  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Experience: Proven experience in a NOC or network support role, with at least 8 years of managerial experience, and extensive experience in call center or technical operations management.
  • Skills: Strong leadership and interpersonal skills, with the ability to motivate and guide a diverse team, excellent problem-solving and decision-making abilities, especially in high-pressure situations, and familiarity with ITIL practices and IT service management.

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