✨ AI Summary
The Team Leader, NOC Excellence (ITSM) will lead a team responsible for delivering high-quality network operations center services. Key responsibilities include monitoring and managing daily operations, establishing operational procedures for incident management and service continuity, overseeing staff performance, and collaborating with other departments to align NOC services with business goals. The role also involves managing and reporting on NOC metrics, conducting training, and ensuring compliance with security policies.
Candidates should possess a Bachelor's degree in Information Technology, Computer Science, or a related field, with at least 5 years of experience in a NOC or IT service management environment. Prior experience with ITSM processes (Remedy, Ivanti), capacity planning, network protocols, monitoring tools, and incident response is required. Strong analytical, problem-solving, communication, and interpersonal skills are also necessary. An ITIL certification is preferred.
Requirements
Requires a Bachelor's degree in IT, Computer Science, or related field, with 5+ years of experience in NOC or ITSM environments. Must have experience in ITSM process implementation (Remedy, Ivanti), capacity planning, network protocols, monitoring tools, incident response, performance measurement, and reporting methodologies. Strong problem-solving, communication, and interpersonal skills are essential.
Description
Lead the NOC Excellence team in delivering high-quality network operations center servicesMonitor and manage daily operations to ensure optimal performance and reliability of systemsEstablish and enforce operational procedures and best practices for incident management and service continuityOversee staff performance, provide coaching, and foster a culture of continuous improvement within the teamCollaborate with other departments to ensure alignment of NOC services with business goalsManage and report on NOC metrics to track service performance and identify areas for improvementConduct regular training sessions, drills, and knowledge sharing to enhance team competenciesImplement and maintain compliance with security policies and regulatory requirements across all operationsAct as a point of escalation for critical incidents and facilitate communication to stakeholdersRequirementsBachelor's degree in Information Technology, Computer Science, or a related field5+ years of experience in a network operations center or IT service management environmentPrevious experience in implementing ITSM process (remedy, ivanti)Capacity planning experience Strong understanding of network protocols, monitoring tools, and incident response processesExperience with performance measurement and reporting methodologiesAbility to foster collaborative relationships across multiple teamsExcellent problem-solving and analytical skillsGood communication and interpersonal skills to interact with technical and non-technical stakeholdersITIL certification is preferredA proactive approach to identifying issues and implementing solutions efficiently