NOC Shift Supervisor Job at Red River
The NOC Shift Supervisor – will be a strong NOC Engineer II who is primarily responsible for working on a team at the RRMS NOC. The NOC Shift Supervisor manages the day-to-day Network Operations Center (NOC) functions, to include scheduling and coordinating daily workload for NOC Engineers, reviewing and assigning tickets and assisting in the escalation workflow to troubleshoot and resolve Tier II and higher issues. This position is responsible for managing employees of the NOC as well as assisting with high activity workloads.
Primary Position Tasks:
- Supervision and oversight on a team of NOC engineers
- Being available and approachable to direct reports
- Monitoring and enforcing team goals and performance objectives
- Improving and achieving SLAs
- Developing internal talent and training processes
- Providing coaching and actionable feedback to reports
- Escalating and communicating at a high level with customers and management
- Managing NOC engineers’ attendance (check in/check out times)
- Identifying areas of improvement and creating growth plans
- Manage the overall performance and reliability of the local NOC team by establishing and implementing technical and operational performance standards as defined for NOC core functions (Incident Management, Service Assurance, Change Management, and Reporting & Analysis)
- Manage operations for 3 to 6 level-I geographically dispersed NOC engineers in a 24x7x365 environment as they provide all manner of incident, change, and problem resolution to 300+ clients in a Managed Services environment.
- Maintain wide array of performance metrics and KPI's regarding service delivery.
- Experience with administrating and maintaining Windows Server 2008 and above
- High level knowledge of supporting/managing desktop operating systems
- Email Administration with high level user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues
- Basic virtualization Administration which may include rebooting virtual machines, resource allocation, basic architecture knowledge
- Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
- Strong ability to troubleshoot Windows and Mac OS related issues at hardware and software levels
- Strong ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
- Intermediate knowledge of Backup Solutions
- Intermediate knowledge of troubleshooting common remote solutions such as RDP and Azure WVD
- Basic understanding of core network components
- Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Minimum Education/Certification/Experience Requirements:
- Minimum 3 years of IT experience with IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, and Group Policy
- Previous Experience in a fast-paced consulting or MSP environment as plus
- For example: Previous technical support (success in Level One customer-facing roles) and experience in IT infrastructure with focus on Storage, Backup, Databases and Network.
- Other important experience
Preferred Education/Certification/Experience:
- Bachelor’s degree desired
- Required certifications: CompTIA A+, Network+, CCNA, AWS Solutions Architect Associate, Azure Administrator and Office 365 Fundamentals
Knowledge, Skills and Abilities:
- Team Leadership
- Detailed oriented
- Strong organizational skills
- Confident decision-making skills
- Strong consulting and communication skills
- Confidence and experience in front of clients
- Strong ability to work in a team-based environment
- Ability to be a self-starter and possess good time management skills
Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings
here
. If you are ready to join a growing company, please submit your resume and cover letter (optional).
EOE M/F/DISABLED/Vet
Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.
Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our
Applicant Tracking
System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.
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