NOC Manager

Job Category:  IT/Software Development Career Level:  Manager (Manager/Supervisor of Staff) The Manager/Director of the NOC will be responsible for managing the day-to-day operations of the NOC, including scheduling to meet staffing requirements based upon ticket and call volume history, hiring, managing, coaching and evaluating NOC personnel, parterning with and escalating to peer management to ensure swift resolution of service issues, and direct the evolution of processes and procedures relating to the operation of the NOC.• Manage the day to day activities of the Level 1 Network and System resources. • Coach and mentor shift managers and senior and junior staff to ensure NOC personnel are working issues as efficiently and accurately as possible.• Ensure adequate coverage for the 24x7x365 NOC environment to maintain 100% compliance with Service Level Agreements. • Demonstrate consistently accurate and timely escalation of production outages both internally and externally with a strong focus on sense of urgency and customer service. • Verify all escalated problems are followed up to resolution. • Participate in change management, incident review, and root cause analysis for all production deployments, maintenances and outages.• Work with internal teams to maintain, develop, and improve operational processes and procedures with the goal of improving the customer experience.• Develop and report on metrics for the performance of the NOC and individual NOC employees, including but limited to MTTR, # of escalations, and tickets resolved.• Provide accurate reports on system availability, service level agreements and uptime to upper management.• Handle bi-annual performance evaluations, performance plans and when needed, terminations. • Assist in special projects as required.Min. of 3-5 years management experience 3 of which managing a 7X24X365 Network Operations Center. • Excellent interpersonal skills w/ the ability to interact with all levels • Exp. w/ network and system troubleshooting, monitoring tools, and escalation processes and procedures. • Exp. troubleshooting Linux/Solaris systems as well as all associated homegrown applications. (Java and C) • Cisco networking experience. • Exp. w/ Database technologies: Oracle and MySQL. • Exp. w/ standard network/application change managemen & configuration policies. • Work non-standard hours as required. • Self-starter who can find and resolve issues pertaining to all of the Vonage service offerings. • Must be comfortable working in a high stress, fast paced environment with rapidly shifting priorities. • Creative problem solving abilities. • Excellent written/oral communication skills. Ability to manage the day-to-day operation of a 24x7 NOC, including scheduling, managing, coaching the sFor quick consideration apply here Vonage The Broadband Phone Company service is redefining communications by offering consumers and small business- VolP Internet phones, an affordable alternative to traditional telephone service. Vonage America Inc. provides VOIP services, including account subscription, maintenance, billing and customer care, and is a wholly owned subsidiary of Vonage Holdings Corp. Vonage®, Vonage The Broadband Phone Company® and Vonage Digital Voice® are registered service marks owned by and used under license from Vonage Marking Inc. a wholly owned subsidiary of Vonage Holdings Corp. Using these and other intellectual property such as logos, slogans, trade dress, and graphic symbols on packaging, products, or services requires express written permission from Vonage Marketing Inc. © 2001 - 2005, Vonage Marketing Inc., All Rights Reserved.