NOC Manager

VC3 is seeking a NOC Manager to join our Enterprise Solutions Team! The NOC Manager will ensure that the delivery and remediation of centralized services is carried out for our clients in a way that assures the reliability of systems and minimized downtime due to proactive monitoring and action.

The NOC team provides several key centralized services for our clients.  This includes proactively monitoring and patching server, network, and workstation infrastructure.  The NOC team also monitors and maintains our client backup infrastructure to ensure client data security is the highest priority.  With that, you must be able to deliver effective leadership and direction that aligns the team with the overall goals of the company.

By leveraging our standard technologies and process, coupled with our people and structure, we deliver a unique end-result for our customers.  Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, reduced lost revenue, and enhanced business agility.

Here’s what you’ll be responsible for:
  • Be leader in the organization around infrastructure technology, patching and backup standards:
    • Stay current on technology evolution, standards, best practices, and market needs.
    • Look for opportunities for increased automation and remediation efficiencies.
    • Develop, implement, effectively maintain, and continually update processes, standards, guidelines, and procedures within the department.
    • Ensure tools deployed to our clients are functioning at optimal levels.
  • Manage and guide the NOC Team to produce best in class results:
    • Review team work for quality and detail, driving client productivity and reliability of critical systems.
    • Act as an escalation point for critical client issues, communicate, and manage communication with clients as needed.
    • Responsible for the scheduling, time, and utilization management of team members. Ensure every hour is a profitable hour and that workflows and procedures are being followed.
    • Review and manage ticket backlog to ensure services are being correctly scheduled and prioritized.
    • Ensure client backups are “bulletproof” and no critical system has been left behind.
    • Manage team performance and tools to meet or exceed SLO’s.
    • Ensure objectives are clear, progress is tracked, and results are reviewed.
  • Perform staff reviews, manage headcount, hiring and overall HR management for your team.
  • Build a culture of continuous improvement and high performance via feedback, coaching and staff development.

Additional Responsibilities:

  • Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale while holding all employees accountable. Set the example to follow for customer service
  • Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall professionalism.
  • Attend, lead, and facilitate team meetings, providing status updates as required.
  • Collaborate across all VC3 departments to maximize overall customer satisfaction
Here’s the experience we would like for you to have:
  • Degree or Diploma in an IT based curriculum, or at least 5 years’ direct experience in supporting and maintaining a minimum of SMB server and network environments preferred.
  • 3+ years relevant management or leadership experience.
  • Must demonstrate the ability to build and manage relationships with clients (internal and external) through consistent and proactive communication.
  • Very strong interpersonal skills, able to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally.
  • Strong organizational, time management, presentation, and customer service skills.
  • Excellent oral and written communication skills.
  • Self-motivated with the ability to multi-task and adapt to changes in a fast-moving environment.
  • Experience in business analysis, profit/loss responsibility and a good understanding of financial concepts.
  • Knowledge of ITIL standards is an asset.
  • Industry Certification of a related technology (Microsoft, Cisco, etc)
  • Working knowledge of a RMM (Labtech, Kaseya, Nable)
  • Any creation of automation inside of those tools
  • Demonstrated senior level expertise or experience with:
    • Various backup solutions, such as:
      • Datto
      • Veeam
      • Cloudberry/MSP360
      • Unitrends
      • Acronis
      • SaaS Solutions (Datto,Unitrends,Skykick)
    • Windows Server Operating systems
    • Routing and Switching
    • Firewalls
    • Hyper-V
    • VMWare
    • Citrix
And, here is some additional info you will want to know:
  • Travel Requirements:  limited, some possible
  • Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
  • VC3 offers great benefits, including:
    • National health insurance coverage with two plan options
    • FSA (flexible spending account) for health and/or dependent care
    • HSA (health savings account)
    • Vision and dental plans for you and your dependents
    • 100% company paid basic life and long-term disability insurance
    • 401k with a company match
    • And more!

Job Location
Remote
Remote work possible
Date posted
August 26, 2022
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Position: NOC Manager

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