Network Operations Centre Manager (NOC)

Network Operations Centre Manager (NOC)

Network Operations Manager

Purpose of the Role

  • To manage the day to day running of the Network Operations Centre based in Plymouth.
  • To provide monitoring and 1st and 2nd line technical support to our clients/employees.
  • To provide additional support to the Head of Client Services, Software Support Team Leader and Delivery Manager when required. 

Technical Support

  • Provide 24/7 monitoring of client’s servers and video streams.
  • Provide 1st and 2nd line support for issues, fixing those where possible and passing others on to the relevant teams.
  • Ensure that all issues and resolutions are logged in the help desk.
  • Provide training / documentation to other operational staff within the support team and Network Operations.
  • Share best practices identified in daily work with members of other teams.
  • Good knowledge and experience in using AWS technologies or similar.
  • Good knowledge and experience in using monitoring tools such as Zabbix and CloudWatch or similar.
  • Good knowledge and experience with Linux and Windows servers.
  • Good knowledge and experience in an infrastructure, network operations or software support role.
  • Provide internal support to VUALTO employees and offices.
  • Occasionally attend industry seminars and technical training.

Client Liaison

  • Good knowledge and experience supporting business-based customers with bespoke projects and VUALTO products.
  • Good knowledge and experience working with other technical teams/companies.

Department

  • Management of the Network Operations Centre and its five employees:
    – create and manage training & development schedules including the
    management of the apprenticeship schemes.
    – creating and assigning tasks
    – absence from work/overtime management including cover.
  • Manage the department rota – including arranging cover for holidays.
  • Manage the NOC calendar – keeping it up to date and running smoothly.
  • Creating incident reports where needed.
  • Provide the Head of Client Services with monthly KPI reports.
  • Provide the Head of Client Services with monthly team performance reports.
  • Attend management meetings where required.
  • Contribute to the continuous improvement of support systems and practices.
  • Answer the support phone.
  • Escalate critical issues by phone to the relevant person if working the out of office hours shift – following an escalation rota.
  • Be on hand to help other departments where needed. (This needs to be
    authorised with Technical Support Manager or Senior Software Support Engineer)
  • Continuously looking at ways of saving the company money.

Core Competencies of the Role

  • Very flexible (Ideal candidate must be able to cover NOC teams holidays/sickness sometimes at short notice). Minimum 2 years in a similar management role.
  • Excellent people skills.
  • Ability to work to service level agreements and prioritise workload accordingly.
  • Ability to work in a fast paced environment.
  • Ability to write documentation for both internal and client use.
  • Ability to train colleagues on support processes.
  • Fast learner.

Reports to: Head of Client Services

Escalates to: Chief Technical Officer

Location: Plymouth City Centre