3576 - Supervisor, L1 NOC

NTT Global Data Centers • Ashburn, VA

10d • Onsite

About The Position

The NOC Supervisor I will be a key member of the NTT GDC Americas, Inc. DC Operations team. This position will work with all internal business units and practice groups to establish service delivery excellence toward being a world class service organization. As a member of the DC Ops management team, this individual will collaborate to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Network Operations Center that provides remote level I and level II technical support to users worldwide. Under the general supervision of the NOC Manager, the NOC Supervisor I is responsible for the daily monitoring and administration of the NOC and associated personnel. This includes Tier 1 support, client service order ticketing from voicemail, email, monitored services platform, technician daily / monthly reporting.

Requirements

• A good understanding of the principles of service support as defined in the ITIL framework.
• Working knowledge of enterprise ticketing systems.
• Knowledge of Managed Services products within the IT field.
• Knowledge of Datacenter and collocation products and services.
• Possess strong problem solving, conflict resolution and critical thinking skills.
• Possess strong written and verbal communication skills.
• Outstanding customer service skills.
• Excellent interpersonal skills.
• Excellent telephone manner.
• Ability to work well under pressure.
• Flexible and adaptable to meet the team’s needs.
• Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
• Must have the ability to work independently and be an effective contributor to a diversified team.
• Sense of ownership and accountability.
• Associates degree preferred or equivalent work experience to meet requisite skill level, normally obtained with 3- 4 years of related experience.
• Experience in managed services or data center services as a provider.
• No direct supervisory experience is required, but a minimum 3 years’ experience working in Network Operations or Help Desk environment is required.
• A baseline technical aptitude in the following: Help Desk Windows experience.
• IP Networking
• Familiarity with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.
• Familiarity with HDI and ITIL best practices.
• Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
• Able to climb ladders and work on raised platforms.
• Able to hear and speak into a telephone and 2-way radio.
• Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
• Ability to work in confined spaces.
• Requires ability to lift and carry objects weighing up to 50 pounds.
• Requires the ability to kneel, stand, walk great distances, climb stairs/ladders.
• Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
• Able to hear and speak into a telephone and 2 way radio/ear bud.
• Responsible to carry a cell phone and provide 24 x 7 support as needed.
• Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support.
• Must be able to respond to emergency situations at the data center.
• Must be comfortable working in a highly critical, fast paced environment shifting priorities.
• Must possess a current, valid state-issued driver’s license.

Responsibilities

• Supervises and provides technical guidance for 24/7 technical staff.
• Makes hiring, firing, and review recommendations to management.
• Contributes to employee performance appraisal process under the guidance of the NOC manager.
• Develops training plans for NOC staff and facilitates cross-training and peer mentoring.
• Participates in the development of policies, standards and procedures for the NOC.
• Ensures approved policies, standards and procedures are followed in the NOC.
• Operates as any lower level NOC Technician; responsible for assuming the workload and shift requirements for personnel if required.
• Manage scheduling for Network Operations personnel.
• Oversees and monitors the performance of assigned computing systems through subordinates; ensures systems are managed to client SLA requirements.
• Manages and communicates incidents impacting SLAs.
• Responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
• Maintains, develops and improves reporting capabilities in the NOC; makes regular reports to management on compliance with SLA objectives.
• Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
• Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
• Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.
• Leads, contributes to, and provides technical QA for outage post mortem analysis.
• Leads and participates in technical troubleshooting calls.
• Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
• Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
• Manages client operational calls and runs critical incident calls.
• Contributes to production of scheduled management reports.
• Handles escalations and client requests for information.
• Ensures QA and measurement of vendor compliance with negotiated and guaranteed Service Levels and delivery targets.

Benefits

• monthly stipend will be provided to cover expenses incurred for using a personal device
• competitive compensation
• annual bonus
• paid time-off
• medical, dental, and vision benefits
• life and supplemental insurance
• short-term and long-term disability
• flexible spending account
• 401k retirement plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree