Acton, Massachusetts, United States
Job type: fulltime
Job industry: I.T. & Communications
Job Description Overview:
You will be a key leader within our world-class Managed Services team to manage the day to day operation of our Network Operating Center. Your hands-on skills in both in Operations Management and support will put you in partnership with our Engineering, IT, Professional Services, and Technical Support teams as we scale automation tools and best practices, to manage a 24/7 on-call NOC/SOC. This position primarily provides leadership to application implementation and operating environment monitoring capabilities for the broader NOC team across all environments. It is also responsible for analysis, creation of reports and management of operational procedures within the NOC. This role also acts as technical mentor to team members, and general NOC technologist to the greater organization. Practical experience with managing an operational team and operating large scale private cloud infrastructure projects as well as experience with relevant infrastructure services (logging, monitoring and alerting) is key for this role.
NOC personnel conform to the Technical Support role hierarchy as follows:
Associate Remote Monitoring Engineer> Remote Monitoring Engineer> Senior Remote Monitoring Engineer> Principal Remote Monitoring Engineer> Supervisor, NOC> Manager, NOC> Senior Manager, NOC> Director, NOC> Senior Director, NOC or Consulting NOC Engineer
The job level is determined by the breadth and relevance of experience attained within the position requirements below.
What you will do:
The Manager, NOC:
Provides functional guidance, supervision, technical support, training and quality assurance/quality control to the NOC Operations Team.
Ensures the fulfillment of shifts to support the Remote Monitoring and Managed Service products.
Performs pro-active monitoring of customer implementation component alarms and alerts to identify those components/elements that may lead to or already are causing service degradation or failure.
Accomplishes this through use of component management system(s) and associated assets on a continuous (rotating shifts) basis.
Remotely accesses critical components across the globe and monitors for alarms.
Performs fault isolation and diagnostic assessment functions to include determination and execution of corrective action(s) on real-time basis.
Interfaces with Technical Support Engineers as well as remote operations centers in both routine and reactive monitoring situations.
Responds to alerts by following documented procedures for appropriate verification, assessment of severity, resolution and escalation.
Determines the severity of alarms and alerts from components and takes appropriate action including escalation and managing first responders for on-site intervention.
Maintains logs and records associated with reported problems or situations.
Executes all reporting functions and data input associated with component management.
Monitors security posture of customer monitoring integration; reports suspected violations to designated authority.
Directs the implementation of new alerts, alarms, scripts and reports to extend the monitoring portfolio.
Creates and updates portfolio documentation and operational procedures as needed.
Creates daily, weekly, and monthly reports determined by customer service maintenance agreements.
Provides onboarding and mentoring support for the NOC workgroup.
Ensures team members thoroughly document all communication, troubleshooting, and activity on issues reported by customers in Salesforce Service Cloud.
Works collaboratively with other team members and members of other SeaChange teams such as Customer Engineering, Professional Services, Engineering, QA, and Sales as needed.
What you need to succeed:
4-year technical degree or equivalent experience, BS Computer Science preferred; graduate degree a plus.
Experience in a software support or operations environment (1-3 years+) supporting complex, multi-tiered enterprise software applications.
(2-4 years+) experience working in public cloud (AWS, Azure, GCP, etc.).
Ability to read, analyze and interpret general business and technical publications, professional journals, white papers, instructional manuals, schematics and technical procedures.
Exposure to ITIL V3 or other operational methodology.
Proficiency in automation / configuration management systems tasks.
Experience working in large-scale production environments (preferably AWS).
A proven track record of incidence response and on-call process improvements.
Familiarity with deployment strategies (blue/green, canary, rolling, draining).
Experience with monitoring tools.
Experience working in an"on call" rotation environment.
Highly organized and self-starting.
Strong Communications skills (written& verbal).
Curious and interested in learning innovative technologies.
Strong priority management skills and proven problem-solving skills.
Basic knowledge of broadcasting terminology is a plus.
Understanding of broadcast related equipment standard to the industry is a plus.
Demonstrates awareness and commitment to customer satisfaction.
Proficiency in using MS Office Suite and Windows-based computer applications.
Advanced PC/Internet literacy.
Working experience with a subset of the following technologies:
Working knowledge of Unix / Linux / Windows operating systems.
Salesforce Service Cloud, and Atlassian Jira.
Linux/Windows System Administration.
Enterprise VMWare/AWS/Cloud system deployments.
Network Administration (TCP/IP/UDP).
IP& RF Video Delivery.