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Directing a staff of network engineers in the day-to-day support of the network infrastructure.
This involves analyzing, configuring, testing and implementing standard changes.
This will involve 24x7 "eyes on glass" monitoring of the entire network environment.
You will also direct the effort to plan the support and maintenance of the infrastructure.
This may include evaluating and making recommendation for improved documentation, automation, and problem resolution.
As the NOC Manager, you will partner with Network Product Platform teams to ensure supportability of incoming solutions and stability of the environment.
You will also be responsible for customer service and incident related SLAs such as Mean Time to Detection and Mean Time to Resolution.
You will oversee and lead incident resolution for Network Services as the Recovery Manager, when appropriate, and escalate to Tier 3 as required.
Primary responsibilities include:
Oversee:
Tier 2 Incident resolution
Tier 3 Incident escalation
Standard change (SOP) implementation
Reporting SLA performance, proactive capacity management, problem management.
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