NOC Manager
Trends Group, Inc.
- Makati, Philippines23rd Floor, 105 H.V. Dela Costa , Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
Core Responsibilities
- Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization as a whole.
Business Operations Management
- Ensure Service Operations technology tools & logistical resources are always available in providing uninterrupted service offering to its clients.
Business Relationship Management
- Professionally represent Trends management; enriching client relationships and providing expertise, composure and competence.
Service Operations Management
- OLA Management and reporting
- Recommend and Implement technical and operating performance standards
- Execute crisis communication plan
- Address complaints and resolve problems with internal as well as external customers
Service Operations Management - Incident Management
- Act as an incident manager for P1 and P2 incidents.
Service Operations Management - Problem Management
- Flag recurring incidents and inform Problem Manager of such incidents for proper Problem Management handling.
Service Operations Management - Process Engineering
- Contribute in the establishment of the most effective and efficient processes.
- Promote and uphold compliance to agreed standards and processes.
- Report process inefficiencies and non-compliance to agreed standards and processes.
Organizational Development
- Contribute in the establishment of the most appropriate organizational structure for Service Operations to support the organization in any of its business engagements however and whenever necessary in accordance to agreed policies and procedures.
Organizational Development - Team Management
- Oversee the 7x24x365 management of NOC staff and overall performance and reliability of the Network Operations Center
- Manage the NOC Team and ensure it is in accordance with the support and operation policies, protocols and procedure
- Train and coach new member going on board, specifically on policies and process
- Overall responsible for providing task assignments for resources within his team
- Conduct performance review of his team leaders. Supervises the performance review of his 2nd level subordinates
- Approve work schedules for the NOC resources
- Responsible for creating shift schedule, shift rotations and backup strategies for absent NOC Analyst
- Promote personnel development and ensure that the Service Operations has the correct skillsets and manpower complement
- Responsible for the inventory of skills of NOC Analyst and provide recommended training plan.
- Reward and discipline employees
- Monitor compliance of his/her team to meet the agreed service levels.
Change Management
- Overall responsible for overseeing the correctness of the implementation of changes.
Continuous Improvement
- Collaborate and contribute with other managers in improving workflows, documentations, standards and processes.
Information Management
Promote and contribute to Service Operations information and knowledge repository.
Minimum Qualifications
-
A. Minimum Education
-
Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent
-
B. Minimum Experience/Training
Experience
- Have at least 4 years working experience in a NOC Operations environment
- Have at least 6 years working experience in Operations Support (Level 3) environment monitoring mission critical systems
- Have at least 4 years working experience as a Supervisor/Team-Lead in an Operations Support (Level 3) environment
- ITIL Foundation
- Cisco Certified Network Associate (CCNA)
- Routing and Switching
- Wireless
- Cisco Certified Network Professional (CCNP)
- Routing and Switching
- Wireless
Training & Certification Development
Technical Training
- Windows Admin
- Linux Admin
- Cisco Certified Design Associate (CCDA)
- Data Center Certification
Management Training
- Developing Excellent Supervisors
- People & Performance Management
- Coaching & Mentoring Essentials
- 21 Irrefutable Laws of Leadership (John Maxwell)
- Moving into Management
- 6 Cs of Customer Service
C. Competency
Technical Skills
(A) IP Networking
(A) Monitoring Systems
(A) Network Troubleshooting
(A) System Troubleshooting
(I) Application/Web Programming
(A) ITIL
(A) Cybersecurity Fundamentals
(A) Firewall intrusion detection, prevention and protocols
(A) Identity and access manager principles
(A) Secure Network Architecture
(F) - Familiar / 0-12 months
(N) - Novice / 1-2 years
(I) - Intermediate / 3-4 years
(A) - Advanced / > 5 years
Communication Skills
(A) Speaks clearly and can be easily understood.
(A) Expresses & speaks ideas in a logical and organized sequence.
(A) Writes clearly, concisely and effectively.
(A) Expresses ideas in a logical and organized sequence in written form.
(F) - Familiar / 0-12 months
(N) - Novice / 1-2 years
(I) - Intermediate / 3-4 years
(A) - Advanced / > 5 years
Have at least 6-years’ working experience coordinating with partners and clients
Abilities
- Must work well under pressure
- Must have good interpersonal skills
- Must be proactive when identifying potential issues
- Must show strong & effective coaching capabilities
- Must show strong customer management skills
- Must prepare well-organized and comprehensive reports tailored to its audience
- Able to effectively assess tasks & risks to prioritize work
- Able to approach a complex task by breaking it down into its component parts and considering each part in detail
- Must systematize, schedule and budget time and resources in an efficient and productive manner
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- 105 H.V. Dela Costa, Makati, Metro Manila, Philippines