Global NOC Operations Manager

GM Financial•Arlington, TX

4d•Hybrid

About The Position

Innovation isn’t just a talking point at GM Financial, it’s how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We’re committed to AI-powered transformation, using advanced machine learning and automation to help us reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry. Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact. Flexible hybrid work environment (onsite 2 days a week/3 days remote) at our Arlington (AOC1), TX office. Please note: We are unable to provide any type of sponsorship for this position at this time. This position will be posted until filled.

Requirements

Ability to correct PC related problems in a timely manner
Advanced knowledge of WAN security and design
Advanced knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS
In-depth knowledge of PC hardware and software
Expert understanding of ITIL based process workflow management
Advanced knowledge of VB Script and or PowerShell
Advanced support-level knowledge of the Windows desktop Operating Systems
Strong knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)
Understanding of enterprise computer hardware/software and information systems
Understanding of network monitoring concepts (e.g., TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc.)
Must have a broad understanding of enterprise computer hardware/software and corporate information systems
Prior experience working with monitoring, ticketing and Event logging systems like SolarWinds Orion, Remedy, ServiceNow and RightITnow is highly desirable
Experience with job scheduling tools such as Workload Automation, Tidal, etc.
Major Incident Management experience is strongly preferred
Experience managing and training technical staff is strongly preferred
Excellent analytical and troubleshooting skills
Expertise working with spreadsheet, word processing and reporting applications such as SSRS, Crystal, Cognos and others
Exceptional ability to analyze problems and correlate data from multiple sources
Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
Ability to make independent decisions and use sound judgment in relation to the management of team members
Ability to coach, develop and lead others
Ability to prioritize tasks and ensure their completion in a timely manner
Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
7-10 years of experience in computer/customer support role, previous NOC supervisory experience strongly preferred
3-5 years of experience working in an NOC Environment preferred
High School Diploma or equivalent required
Bachelor’s Degree in related field or equivalent work experience required

Responsibilities

Ensures timely response to all Enterprise impacting incidents and outages
Recognizes, characterizes, and reports degraded performance trends in hardware and applications
Assigns and directs analyst teams to assist in isolating root cause and forecasting of probable future failures based on trend and capacity analysis
Works with external business firms, as required, to establish reporting and escalation procedures for external events having potential to impact GMF technologies and general business operations
Oversee and refine processes for handling Enterprise level incidents and broad service outages ensuring timely tracking and communication to appropriate support teams and departments
Initiate, in conjunction with Service Desk and BC/DR teams, company-wide outage notifications/communications in response to high impact incidents
Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability
Manage employee hiring, schedules, vacation requests, timecard approvals and perform regular performance evaluations in accordance with company policy
Enforce quality and completeness of daily shift logs by reviewing regularly for proper levels of detail and accuracy
Ensure proper administration and execution of backup tape rotations based on established procedures
Coordinate with internal & external technology teams to ensure proper processes are followed for staging and promotion of production code as prescribed by change management policies
Manage and deliver on requests from senior management, reports of all types, from conceptualization through completion and delivery
Responsible for quality checking (final editing) of all delivered reports
Work with various IT teams and support groups as needed to ensure existing knowledge base articles (KBs) are kept up to date
Assists in creating new KBs as necessary to keep current with technology and business changes
Coordinates with AVP – Production Operations and BC/DR management team to define, document and maintain DR procedures for contingency NOC Ops in the event of operational interruptions (from inclement weather events to catastrophic facility loss)
Assists with setting teams up on Splunk on-call (VictorOps)
Assists with Major Incident Management as needed, including joining calls during shift and ensuring team members join all Major Incident calls
Will be available to NOC team as needed, and will be included in Major Incident Management on-call rotation on a 4-5 week basis