Manager, IT

PrimeLending•Dallas, TX

About The Position

Hilltop Holdings is looking for an IT Network Operations Center (NOC) Manager to lead, develop, and manage the organization's enterprise monitoring, incident response, and operational support functions. This role provides hands-on leadership and strategic oversight for a team responsible for maintaining the availability, performance, stability, and reliability of the organization's infrastructure, applications, and critical business services. The IT NOC Manager plays a critical role in ensuring technology services are proactively monitored, operational risks are mitigated, and service disruptions are resolved quickly and effectively. This position drives operational excellence through continuous improvement, automation, process maturity, and a "Customer First" mindset while supporting business growth, resiliency, and regulatory compliance.

Requirements

Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field preferred; equivalent experience will be considered.
5+ years' experience in Information Technology management.
7+ years of experience supporting enterprise infrastructure, IT operations, network operations, or production support environments.
Comprehensive understanding of network architecture, systems administration, cloud technologies, monitoring platforms, and client/server technologies.
Experience leading enterprise incident management, problem management, and major outage response activities.
Experience with Service Management platforms such as ServiceNow or equivalent.
Strong understanding of ITIL processes and operational best practices; ITIL certification preferred.
Experience with infrastructure monitoring and observability platforms such as SolarWinds, LogicMonitor, ControlUp, Splunk, ThousandEyes, or similar solutions.
Experience with cloud platforms including Microsoft Azure and/or Amazon Web Services (AWS).
Strong problem-solving and communication skills required.
Excellent analytical skills and attention to detail with the ability to analyze operational processes, systems, and performance trends.
Excellent written, verbal, and interpersonal communication skills.
Strong PC skills, including Microsoft Office applications and the ability to learn and utilize new systems and technologies continuously.
Strong time management, organizational, leadership, and critical-thinking skills.
HDI, Microsoft, Cisco, or other industry certifications preferred.
Must be eligible to work in the U.S. without sponsorship now or in the future.

Responsibilities

Leads and manages the day-to-day operations of the Network Operations Center (NOC), ensuring effective monitoring and support of enterprise infrastructure and business-critical systems.
Develops, maintains, and optimizes operational processes, procedures, runbooks, and knowledge articles to improve service delivery and issue resolution.
Monitors infrastructure performance, application availability, network health, and operational capacity using enterprise monitoring and alerting tools.
Manages incident, problem, service request, and change management activities in accordance with ITIL standards and organizational policies.
Serves as the primary escalation point for major incidents, outages, and critical service disruptions.
Coordinates cross-functional technical teams during incident response efforts to ensure timely restoration of services.
Leads root cause analysis reviews and implements corrective actions to reduce recurring incidents and outages.
Develops and manages staffing schedules, on-call rotations, and operational coverage to support business and customer needs.
Establishes and tracks key operational metrics including availability, MTTR, SLA compliance, incident trends, and service performance.
Prepares and delivers operational dashboards, status reports, and executive-level updates regarding infrastructure health and service performance.
Partners with Infrastructure, Security, Engineering, Application Support, and Service Desk teams to improve service reliability and operational efficiency.
Evaluates and implements monitoring, automation, and alerting technologies to increase operational visibility and reduce manual effort.
Ensures disaster recovery, business continuity, and escalation procedures are documented, tested, and maintained.
Assesses risks, vulnerabilities, and operational gaps to ensure systems remain secure, highly available, and resilient.
Supports internal and external audit requests by providing operational documentation, evidence, and reporting.
Manages annual planning, budgets, team objectives, hiring, employee development, performance reviews, and succession planning.
Partners with vendors and technology providers regarding monitoring platforms, support contracts, and operational services.
Maintains a central source of operational information to facilitate rapid recovery from outages and minimize service disruptions.
Performs all other duties as assigned.