Alorica GNOC Manager in Plano, Texas

The GNOC Manager is the primary responsible to ensure that all production services (Network, Enterprise Systems, Unified Communications) are monitored proactively and continuously to provide real-observation of health conditions/status and that team members are trained to respond to incidents quickly and efficiently to minimize downtime and prevent service interruptions.

The GNOC manager will plan, develop, implement and manage all activities associated with supporting a NOC and all related customer support activities.

This manager needs to be energetic, customer focused, and technically talented to provide leadership in a 24x7x365 dynamic and fast-paced environment.

Job Functions:

  • Provides effective direction (including hire/fire authority) of a 24x7x365 staffed and on-call support team managing NOC operations to provide for the guarantees of achieving or exceeding established Service Level Agreements

  • Oversees day to day NOC operations across multiple shifts and tracks the status of assigned tasks to ensure progress and eventual resolution to include requests for additional resource or escalation of tasks, if needed, to higher tiers of support

  • Effectively delegate tasks and projects based on rapidly shifting priorities, particularly during system failures

  • Directs the troubleshooting of major system issues by leveraging monitoring tools and established procedures, and upon restoration, leads After Action Reviews and the root cause analysis process including all necessary documentation

  • Establishes ongoing process improvement plans to reduce support efforts and increase service availability and scalability

  • Participates in strategic system planning, tactical operation planning, and the development of contingency plans to ensure Business Continuity and Disaster Recovery

Key Job Responsibilities:

  • Provides excellent customer service and communicates effectively with executive staff, department heads, management

  • Manages prioritizing workload, projects, and requests for all GNOC team members

  • Coaching and mentoring of team members including goal setting and annual reviews

  • Participates in monthly operational health reviews (including revising Service/Operating Level Agreements), service monitoring and notification discussions, and service portfolio reviews

  • Participates in Change Advisory Board (CAB) meetings

Other Related Duties:

  • Perform other duties as assigned by the management team

  • Operate within existing company systems policies and procedures related to users, system environments, directories, and security

Job Requirements:

Minimum Education and Experience:

  • Bachelor’s Degree in Computer Science

  • At least 7-10 years’ experience in running a GNOC for a multi-Geo organization (10,000+ devices)

  • Acknowledged industry certifications

  • Preference given for candidates with experience with:

o Solarwinds

o AppNeta

o Dynatrace

o LiveAction

Knowledge, Skills and Abilities:

· Excellent personal computer skills including desktop computing systems hardware and software.

· Advanced understanding of server, networks, storage, applications and scripting

· Experience in managing/using Solarwinds, considered an asset

· Strong investigation and problem-solving skills.

· Ability to maintain the highest level of confidentiality.

· Excellent interpersonal, written, and oral communication skills.

· Ability to work in a team fostered environment.

· Ability to prioritize and organize work in a multi-tasked environment.

· Ability to adapt to a flexible schedule.

Working Conditions:

Work Environment:

· Office environment

Physical Demands:

· Ability to lift and/or move 20 pounds with or without accommodation.

· Ability to work on call shifts as needed