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Title

NOC Supervisor L1 

Description

POSITION SUMMARY: BASIC FUNCTION

 

The NOC Supervisor I will be a key member of the NTT GDC Americas, Inc. IT Operations team. This position will work with all internal business units and practice groups to establish service delivery excellence toward being a world class service organization.

 

As a member of the IT Ops management team, this individual will collaborate to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Network Operations Center that provides remote level I and level II technical support to users worldwide.

 

Under the general supervision of the NOC Manager, the NOC Supervisor I is responsible for the daily monitoring and administration of the NOC and associated personnel. This includes Tier 1 support, client service order ticketing from voicemail, email, monitored services platform, technician daily / monthly reporting.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Management responsibilities:
    • Supervises and provides technical guidance for 24/7 technical staff.
    • Makes hiring, firing, and review recommendations to management.
    • Contributes to employee performance appraisal process under the guidance of the NOC manager.
    • Develops training plans for NOC staff and facilitates cross-training and peer mentoring.
    • Participates in the development of policies, standards and procedures for the NOC.
    • Ensures approved policies, standards and procedures are followed in the NOC.
    • Operates as any lower level NOC Technician; responsible for assuming the workload and shift requirements for personnel if required.

 

  • Operational responsibilities:
    • Manage scheduling for Network Operations personnel
    • Oversees and monitors the performance of assigned computing systems through subordinates; ensures systems are managed to client SLA requirements.
    • Manages and communicates incidents impacting SLAs.
    • Responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
    • Maintains, develops and improves reporting capabilities in the NOC; makes regular reports to management on compliance with SLA objectives.
    • Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
    • Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
    • Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.
    • Leads, contributes to, and provides technical QA for outage post mortem analysis.
    • Leads and participates in technical troubleshooting calls.
    • Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
    • Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
  • Client management responsibilities:
    • Manages client operational calls and runs critical incident calls.
    • Contributes to production of scheduled management reports.
    • Handles escalations and client requests for information.
  • Vendor management responsibilities:
    • Ensures QA and measurement of vendor compliance with negotiated and guaranteed Service Levels and delivery targets.

 

KNOWLEDGE, SKILLS & ABILITIES

  • A good understanding of the principles of service support as defined in the ITIL framework.
  • Working knowledge of enterprise ticketing systems.
  • Knowledge of Managed Services products within the IT field.
  • Knowledge of Datacenter and collocation products and services.
  • Possess strong problem solving, conflict resolution and critical thinking skills.
  • Possess strong written and verbal communication skills.
  • Outstanding customer service skills.
  • Excellent interpersonal skills.
  • Excellent telephone manner.
  • Ability to work well under pressure.
  • Flexible and adaptable to meet the team’s needs.
  • Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
  • Must have the ability to work independently and be an effective contributor to a diversified team.
  • Sense of ownership and accountability.

 

EDUCATION & EXPERIENCE

  • Associates degree preferred or equivalent work experience to meet requisite skill level, normally obtained with 3-4 years of related experience.
  • Experience in managed services or data center services as a provider.
  • No direct supervisory experience is required, but a minimum 3 years’ experience working in Network Operations or Help Desk environment is required.
  • A baseline technical aptitude in the following:
    • Help Desk Windows experience.
    • IP Networking
  • Familiarity with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.
  • Familiarity with HDI and ITIL best practices.
 
Position Requirements

PHYSICAL REQUIREMENTS

  • Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
  • Able to climb ladders and work on raised platforms.
  • Able to hear and speak into a telephone and 2-way radio.
  • Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
  • Ability to work in confined spaces.
  • Requires ability to lift and carry objects weighing up to 50 pounds.
  • Requires the ability to kneel, stand, walk great distances, climb stairs/ladders
  • Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
  • Able to hear and speak into a telephone and 2 way radio/ear bud.

 

WORK CONDITIONS

  • Standard office environment.
  • Work on site; no telecommuting.
  • Must be willing to travel 10-15% of the time.

 

SPECIAL REQUIREMENTS

  • Responsible to carry a cell phone and provide 24 x 7 support as needed.
  • Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support.
  • Must be able to respond to emergency situations at the data center.
  • Must be comfortable working in a highly critical, fast paced environment shifting priorities.
  • Must possess a current, valid state-issued driver’s license.
 
Shift Days  
Exempt/Non-Exempt  
Position NOC Supervisor L1  
Number of Openings 1  
Exempt/Non-Exempt Exempt  
Hiring Manager(s)  
Location NTT Global Data Centers Americas, Inc., Sacramento  
About the Organization Global Data Centers is a division of NTT Ltd. and incorporates DPA, e-shelter, Gyron, Netmagic, NTT Indonesia Nexcenter, RagingWire and other NTT Communications group Data Center divisions. Our combined global platform is one of the largest in the world, with over 140 data centers spanning more than 20 countries and regions including North America, Europe, Africa and APAC. As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier-one global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our highly reliable, scalable, and customizable data centers.







NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.











All applicants for employment will be subject to pre-employment drug testing, a criminal background check and education/employment verification. Additionally, some positions require a review of driving records, credit checks, and/or successful completion of the federal governments 'Public Trust' background screening.











 
EOE Statement NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information and characteristics, marital status and registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.  

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