NOC Shift Supervisor II
4 weeks ago
Red River is seeking a highly skilled NOC Shift Supervisor II to lead our Network Operations Center (NOC) team. As a pivotal member of our team, you will be responsible for orchestrating and optimizing the team's workflow, directing the assignment of tasks, and actively participating in the resolution of Tier II and advanced issues. Your role will involve managing high-impact projects, contributing to our dynamic work environment, and leading by example.
Key Responsibilities- Supervise and lead a team consisting of NOC engineers & Help Desk Technicians.
- Be available and approachable for direct reports.
- Monitor and ensure the team's adherence to goals and performance objectives.
- Enhance and achieve Service Level Agreements (SLAs).
- Develop internal talent and refine training processes.
- Offer coaching and actionable feedback to team members.
- Escalate and maintain high-level communication with both customers and management.
- Manage the attendance of NOC engineers (check-in/check-out times).
- Identify areas for improvement and develop corresponding growth plans.
- Oversee the overall performance and reliability of the local NOC team by establishing and implementing technical and operational standards aligned with NOC core functions (Incident Management, Service Assurance, Change Management, and Reporting & Analysis).
- Manage operations for 3 to 6 level-I geographically dispersed NOC engineers in a 24x7x365 environment, providing incident, change, and problem resolution for 300+ clients in a Managed Services environment.
- Maintain a wide array of performance metrics and KPIs related to service delivery.
- Continuously update and uphold standards and documentation as products and technologies evolve.
- Proficiency in administering and maintaining Windows Server 2008 and above.
- Advanced knowledge of supporting/managing desktop operating systems.
- Experience in Email Administration, including high-level user management such as configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues.
- Familiarity with basic virtualization Administration, including tasks like rebooting virtual machines, resource allocation, and possessing basic architecture knowledge.
- Strong experience and proficiency in domain functionality and knowledge of Active Directory services, Group Policy, DNS, DHCP.
- Exceptional ability to troubleshoot issues related to Windows and Mac OS at hardware and software levels.
- Proficiency in troubleshooting Remote Desktop Services and VPN (SSL and IPSec).
- Intermediate knowledge of Backup Solutions.
- Intermediate understanding and troubleshooting capability with common remote solutions such as RDP and Azure WVD.
- Basic understanding of core network components.
- Bachelor's degree desired.
- Required certifications: CompTIA A+, Network+, CCNA, AWS Solutions Architect Associate, Azure Administrator and Office 365 Fundamentals.
- This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday.
- This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.
- U.S. Citizenship Required.
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