Network operations center shift supervisor
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talent engagement & sourcing specialist @hyqoo.com
job title: network operations center shift supervisor
contract: 6-12 months with possible extension or fte conversion
job summary:
reporting to the noc manager, the noc shift supervisor works collaboratively with infrastructure, operations and application teams to help ensure the stable operation, reliability, and security of hyatt’s infrastructure and critical systems. The noc supervisor will provide support, guidance, direction and developmental skills to the noc team under the direction of the noc manager. Managing staff, including making hiring decisions, facilitating employee skills development, resolving disagreements, motivating, mentoring and making duty assignments are included in this job's responsibilities.
the network operations center (noc) is responsible for the 24x7x365 monitoring of all critical systems. While maintaining high standards and performance, the noc provides technical support for both internal and external company clients and products. In addition, the noc maintains communications with appropriate personnel to provide escalation and notification of system anomalies. Overall, noc is responsible for monitoring, participating in the major incident process, and troubleshooting of incidents to resolution.
responsibilities:
1. manage shift personnel who oversee and/or perform all aspects of site planned and unplanned maintenance
2. provide leadership and make decisions regarding priorities, best practice methodologies and operational execution to build and maintain a 'best in class' noc team
3. ensure adequate coverage for the 24x7x365 noc environment to maintain 100% compliance with service level agreements
4. coordinate with other shift supervisors and the noc manager to facilitate training and skills development for the noc staff
5. coordinate with other shift supervisors and the noc manager to develop and report on metrics for the performance of the team
6. maintain channels of communication with stakeholders to ensure prompt technical support of any and all business impacting incidents.
7. coordinate with the team to ensure best practices for monitoring, major incidents and support of requested applications are followed
8. develop monitors and other solutions through the use of scripting languages, monitoring tools and other available technologies
9. develop shell scripts to accomplish redundant tasks to simplify in distributed administration.
10. participate in monitoring the availability of systems and datacenters that are crucial to day to day operations through the use of client's suite of monitoring solutions
11. participate in troubleshooting system and network performance through knowledge of tcp/ip and networking principles, as well as web technologies
12. identify, implement and improve effective processes and procedures to improve team effectiveness
13. participate in the process of onboarding new services through hyatt’s suite of itsm and monitoring systems
14. seek, apply and demonstrate best practice to champion innovative and creative business solutions
15. ensure the team follows the defined standards to resolve specific sets of incidents/problems
16. ensure team maintains and updates knowledge base related to supported applications.
qualifications:
1. 5+ years experience with high-end monitoring tools, automation of tasks, unix scripting (perl or shell), and root-cause problem resolution required
2. 2+ years of supervisory experience
3. solid understanding of itil including change, incident, problem and knowledge management and their relationships
4. flexible to work after-hours to provide support as needed
5. strong analytical and problem-solving skills
6. possess detailed understanding of support processes
7. call center, customer service, and hospitality industry experience desirable
8. wan and lan network management, architecture, and security experience desirable
9. strong knowledge of tcp/ip and networking principles as well as web technologies
10. must have excellent written, verbal and presentation skills
11. must have strong interpersonal skills, ability to mediate and delegate, and enforce operational policies
12. ability to influence associates
13. ability to learn quickly and share knowledge
14. desire to work as part of a team
15. self-starter, motivated and effectively aggressive.
skills:
network operations, monitoring tools, unix scripting, datadog
seniority level
mid-senior level
employment type
contract
job function
information technology
industries
it services and it consulting
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