NOC Manager Resume Samples

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G Gaylord

Gwendolyn

Gaylord

3190 Turner Freeway

Phoenix

+1 (555) 542 4360

3190 Turner Freeway

Phoenix

Phone

p +1 (555) 542 4360

Experience Experience

Chicago, IL

NOC Manager

Chicago, IL

Gleason, O'Conner and Kunze

Chicago, IL

NOC Manager

People Management, coaching, performance management and development – driving the growth of the SOC staff so that necessary standards are met and maintained
Work with project managers and other managers to achieve company deadlines
Develop and maintain procedures necessary to manage the NOC effectively and ensure consistency and high performance across the team
Manage day to day operations including: ticketing, incident management, scheduling and time management
Analyze KPI/SLA on delivery center performance to improve processes and improve delivery KPI/SLA’s
Provide detailed reports to management including metrics, staffing projections, root cause analysis
Organizational Development – Recruiting, personnel management, goal setting, training, coaching, mentoring, etc

Boston, MA

Manager NOC

Boston, MA

Monahan-Gerlach

Boston, MA

Manager NOC

Client Relationship Management
Analyze support activity and case//alarms trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings
First point of escalation for designated accounts for support process issues not resolved by the standard process
Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices
Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel
Develop, implement and maintain standard practices for designated accounts aligned with the Global OM operating model
Oversee transition phase from Client Services to Customer Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success

present

San Francisco, CA

Senior NOC Manager

San Francisco, CA

King and Sons

present

San Francisco, CA

Senior NOC Manager

present

Workload management among team members, including implementation of innovative ticket/case management techniques
Provides management guidance to all levels of exempt employees on accomplishing goals
Mentors other managers in management and Cisco practices
Work is reviewed and measured based on attainment of objectives and overall success of department
Assumes leadership role in CMS or cross-functional teams to drive service delivery and/or product improvements
Manages CSEs of all levels, geographies; generally responsible for a team of to 30+ people
Identifies and works on issues that affect worldwide CMS and other services teams

Education Education

Bachelor’s Degree in Technology

North Carolina State University

Bachelor’s Degree in Technology

Skills Skills

Strong organizational skills, attention to details, and the ability to effectively prioritize tasks in a high-pressure environment
Strong focus on continuous quality improvement and decision making ability
Very strong organisation and planning skills with the ability to multi-task and deliver quality and accurate under tight time-scales
Strong quantitative, analytical, and conceptual thinking skills and an attention to detail
Excellent verbal and written proficiency in English
ITIL V3 Foundation and an excellent knowledge of Service Management (Incident, Event, Problem, and Change Management)
Working knowledge of operational support escalation – Incident and Major Incident Management
Strong analytical, problem solving and decision making skills
Knowledge and experience with Microsoft Office products including Outlook, Word, Excel, PowerPoint and Visio
Ability to prioritize tasks and apply time management principles

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Noc Manager Moldova Site Resume Examples & Samples

Responsible and accountable for the operational and financial performance of the unit
Ensure competency and capacity levels within the unit meet current and future business requirements in close alignment with competence managers from GSC Romania offices
Develop/analyses and report on status of agreed performance indicators to the Head of GSC Romania
Secure that the Local Team is performing in complete adherence to the New MSTOP processes and definitions, using MSDP tools and strictly following the MS Governance Model
Formulates and implements all short and mid-term strategies for the Local Team, together with GSC Romania offices, within the context of company strategy, offering guidelines and goals to direct reports, to achieve units KPIs
Leads (staff, organize, motivate and develop) the human resources, in line with the corporate/local HR strategy and guidelines, in order to be well equipped for current and future business challenges and contribute to the optimization of the business results
Assures adequate management reporting and monitoring for fulfilling the business plan. Takes necessary corrective measures, based on regional/local guidelines in order to achieve desired outcome on commercial and operational targets and budgets
Leads a culture and way of working characterized by proactive attitude, high speed operations, teamwork focus, strong performance ethics, high professionalism and high energy
Drive action plans to ensure employee motivation and engagement e.g. Dialog action plans
Support the development of your line reports, including IPMs, assessments, development courses, on the job training
Leads by example and promote the Ericsson core values and principles acting as an effective member of the GSC Operations team towards common objectives

Noc Manager Cp Resume Examples & Samples

Be conscientious and organized
Be autonomous and enjoy team work
Enjoy challenges and bring new ideas
Be a diplomatic person, focussed on customer approach
Excellent oral and written French and English
Have the strong desire to improve and develop

Manager eCG NOC Resume Examples & Samples

Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal correction action procedures as required
Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and engineer driven based upon developmental needs
Know and support company and departmental procedures; regularly review and ensure that engineers follow procedures, process flows and guidelines
Review existing procedures and process flows and adapt to our fast changing environment on and ongoing basis
Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps
Create and maintain the work schedules for the eCG NOC team

NOC Manager Resume Examples & Samples

University degree in Electrical/Electronic Engineering, Telecommunication, Business Administration or equivalent experience in a related discipline
Having at least 7 years’ experience on network operations,. At least 3 years of experience from Customer Services within the Telecom industry
Must have business understanding and specialized depth and/or breadth of expertise within MS operational delivery
Have very good ability of analysis any issues, situation & solve it by decision making
Have knowledge on MS process, MSTOP, MSDP, Field Operation
Ability to lead teams with moderate resource requirements

NOC Manager Resume Examples & Samples

4 or more years related professional experience
1 years previous NOC management role experience
Technical and troubleshooting skills a must. Knowledge and experience with Linux Environment, applications and monitoring tools
Ability to multitask and prioritize/complete assigned tasks
Good writing and communication skills, orderly and responsible
Fluent in English –a must
Strong organizational skills, attention to details, and the ability to effectively prioritize tasks in a high-pressure environment
Familiarity with AWS (Amazon Web Services)
Knowledge and understanding of Ticketing Software and workflow (Redmine, Salesforce)

NOC Manager Resume Examples & Samples

Possess excellent verbal and written communication skills, as well as demonstrable evidence of effective team interactions, client relationship development, and task management
Have at least 6 years of experience managing 24/7/365 NOC Operations
Be skilled as a team lead or Project Manager on at least 3+ full cycle implementations
Be able to collaborate with clients, identify engagement follow-on opportunities, and have a strong desire to excel
Possess proactive and innovative approach
Have ability to manage conflicts and posses problem solving skills
Possesses good team organization and coordination skills
BE in Computer Science/Electrical/Electronics
MS Certification on Windows Server
RedHat Certification on Linux Servers
Post-secondary degree in technology, business administration, mathematics, computer science or similar fields (good to have)

NOC Service Manager Resume Examples & Samples

Manage major incidents, both global and regional, with confidence, engaging internal and external support teams globally as required and ensuring recovery times are minimized
Monitor incidents, assess impact and urgency
Responsible for the accuracy of the MIM reports
Contribute to NOC Continuous Services Improvements
Responsible for the adoption of service management best practices and standard processes, and for tracking service level performance
Contribute to continuous improvements, cost reduction and performance of the NOC services
Contributes to technical efforts for integrating new and existing technologies
Understand and advocate the NOC Services including underpinning IT Services and their service components
Makes improvements to the NOC Services
University degree in computer science or comparable education / experience
More than 8 years of IT experience
More than 3 years of experience in Service Management of a global or regional service portfolio in similar areas, across geographies and business areas
Extensive experience and professional skills in the area of NOC/Command Center/Datacenter environment and MIM
Capability to think strategically and proven ability to set, develop and execute the service delivery strategy for the service portfolio
Very good understanding and practice in Major Incident, Event, Incident and Problem management processes execution

NOC Manager Resume Examples & Samples

Accountable for maximizing contract margin through effective operational cost management; contribute to profitable revenue growth; and minimizing exposure to claims and service level penalties
Accountable for operational delivery, fulfilling contract commitments and meeting customer expectations in terms of on-time, high quality delivery
Works with GPM and CAL to maximize project variable margin, quality and customer satisfaction
Ensure the team delivers on all contractual commitments in real time, in order to achieve commercial SLAs and KPIs while initiating corrective actions to treat abnormal conditions or performance trends
Ensure the team delivers effective and efficient incident, problem, change, performance and fulfillment activities. Act as the key contact for customer for their network management operation
Develop Network operations teams with appropriate knowledge management; incl. trainings, knowledge transfer, etc
Ensure effective and efficient people management, including attrition, career development, motivation, and succession planning
Ensure that all functional resources are continuously available for the delivery of services: people, tools, and facilities, etc. and delivered on a 24x7 basis
Ensure maximum compliance to blueprint for all process/procedures used in service delivery, while applying customer contractual requirements
Identify, mitigate and track the Risk Management issues relates to her/his project/customer
Support reporting - management reports for local and global reporting including MMR
Ensure compliance with standards as defined by Managed Services strategy; such as ISO9000, ISO27001, etc
Analyze KPI/SLA on delivery center performance to improve processes and improve delivery KPI/SLA’s
Identifies needed skills and knowledge in team and determines appropriate learning solutions that will result in performance improvementFast learner who thrives in dealing with new technologies
Good English language skills in speaking and writing is required and a working knowledge of French is desirable
Strong analytical, problem solving and decision making skills
Proactive and methodical approach
Ability to prioritize tasks and apply time management principles

NOC Manager Resume Examples & Samples

Build a culture of customer satisfaction based on operational excellence, big picture understanding, continuous improvement, and proactive thinking
Oversee day to day network operations, escalations, ticketing, and communications with internal and external customers
Develop, update, and maintain new processes and procedures working with the cloud operations team
Continuously improve and develop systems to proactively monitor hosted and cloud environments
Hire, train, develop and manage network operations engineers and technicians, assuring they understand their roles and responsibilities, prioritizing and assigning daily workloads and conducting performance evaluations for direct reports
Provide a timely response to all network troubles, both service affecting and non-service affecting; responding to after-hours outages and emergency on a 12x7x365 basis, as required
Manage spare equipment and ordering inventory to sustain the high quality functionality of the operations center
Keen focus on network performance and reliability leading to the highest quality customer experience
Ensure notifications and updates are provided in a routine and scalable fashion to all members of customer, sales, engineering, and executive leadership team
Enable detailed post-mortem reporting and reviews for all major issues effecting system performance
Work closely with other departments to assure that the voice of Cloud Operations is appropriately represented in product and implementation strategies
Write, review, and issue technical bulletins for distributions within engineering and operations
Bachelor’s degree in IT, CS, and or equivalent experience
5+ years support delivery management experience, start-up experience useful
5+ years’ experience with telecommunications, network engineering, and operations
3+ years in management and leading teams through adversity and fast growth
Strong operational leader who can effectively collaborate with multiple stakeholders
Track record of successful organizational, communication, interpersonal, and relationship skills
Agile; thrives in a fast-paced environment, and has the ability to rapidly redirect according to network demands
Technical ability to understand product and field installation details
Strong Customer-focused with desire and ability to deliver exceptional customer service and satisfaction
Able to multi-task and be responsive/flexible to field changes in relatively short notice
Proficiency using Microsoft Office Suite (Word, Excel, PowerPoint, Project)
Excellent verbal and written proficiency in English
PMP certification or Project Management formal training
ITILv3 Foundations certification
Working knowledge in IoT
Experience with Jira, Confluence, and Remedy
Knowledge of tools like; Splunk, Datadog, SumoLogic,and Nagios

NOC Manager Resume Examples & Samples

Establishes tools and evaluates performance data and issue trending analysis to improve network reliability and identify other operational efficiencies
Researches and formulates plans to resolve problems concerning departmental function, processes, and procedures
Promotes interdepartmental process coordination by building and maintaining relationships within and external to the department
Partners with other Cox Communications operative units to support national standardization of tools and processes to maximize growth potential, cost reduction and the provision of excellent service
Manages all local activities to reduce unexpected network events, identify all network outages, and minimize unwanted service volume (both to the call center and to field services) of activity directly related to known outages

NOC Manager Resume Examples & Samples

Minimum four years' experience in telecommunications or high-technology industry
Minimum of two years' of supervisory experience required
Minimum two years' experience with critical system infrastructures and database management preferred
Minimum of five years' experience to establish a basic understanding of network topology in a TCP/IP, asynchronous, and synchronous environment required
Minimum of three years of Telecom Transmission Systems experience required
Minimum of three years of Windows platform experience required
Minimum of two years of Linux platform experience required

NOC Manager Resume Examples & Samples

Manage day to day operations including: ticketing, incident management, scheduling and time management
Develop, execute, and enforce operational process
Review, maintain and enhance monitoring determined to be critical to the success of the 24×7 live operations
Ensure internal and external SLAs are met, including measuring and reporting of key metrics and trends
Oversee the continued improvement of current operational processes and operational teams
Work with project managers and other managers to achieve company deadlines
Drive root cause analysis for incidents, and outages
Manage daily ticket queues and delegate tasks as necessary
Provide detailed reports to management including metrics, staffing projections, root cause analysis
Conduct interviews
Be on-call and serve as an escalation point during outages
Provide coaching, mentoring, and disciplinary action when necessary
Develop, implement, and oversee Operations employee training program in the types of technologies and processes implemented within the environment
Proven technical management experience related to delivering online services in a 24×7 environment
Experience managing a 24×7 organization
Experience designing operational process and documentation
Excellent verbal, telephone, and written communication skills
Highly structured and organized approach to management
Knowledge of web servers and web technologies
ITIL V3 Foundation certification a plus
Excellent troubleshooting and analytical skills
Familiarity with service level agreements
Experience with managing, updating and reporting via knowledge base and ticket reporting system

NOC Manager Resume Examples & Samples

24 x 7 Surveillance and Monitoring
Tier I Management
Assist in managing operational budgets
Organizational Development – Recruiting, personnel management, goal setting, training, coaching, mentoring, etc
Major Network Outage Coordination and Escalation
Experience setting up local exchange operations including surveillance, monitoring, fix, and repair
An understanding of IP telecommunications
Experience with regulatory and legal issues associated with governmental regulation of telecommunications services
Strong focus on continuous quality improvement and decision making ability
Maximize employee productivity, morale, and retention through empowerment techniques and team building and maintain strong working relationships with other staff and partners
Demonstrated understanding of the role and impact of cross-functional departments and their relative impact on company initiatives
Proven ability to solve problems creatively and with a “can do” attitude
Develop an achievable set of network performance objectives for the organization and then measure performance to those metrics
Provide periodic assessment of key operational issues and potential problems to upper management
Must be able to use computer and office equipment

NOC Approval Manager Arabic Speaking Resume Examples & Samples

Manage, report, monitor and lead the infrastructure tracker
Lead resolution of utility corridor conflicts, and utility relocation tasks
Support Infrastructure Management
Support Logistics Management
Support master plan infrastructure elements’ integration
Work as an Assistant PM role on all infrastructure consultants/contractors
Apply excellence criteria on submissions made to Authorities and ensure compliance by consultants/contractors

NOC Manager Resume Examples & Samples

Monitor and support the company's production infrastructure, systems and applications
BS degree & technical certifications preferred
8-10 years of experience in field or in a related area

Manager, NOC / SOC & Patch Management Resume Examples & Samples

A BS in Computer Science/Engineering required
8+ years relevant leadership/management experience leading customer support teams required
5+ years managing a Network Operations Center (NOC) and Security Operations Center (SOC) required
Proficiency with the Microsoft Office suite (Word, Excel, PowerPoint and Outlook) required
Must be flexible for extended hours and/ or shift work required
3+ years managing a Patch & Vulnerability Management program preferred
ITIL V3 certification preferred
In-depth technical knowledge of monitoring and management tools such as SCOM, Nitro, SolarWinds, and SCCM or vendor equivalent
Must have in-depth understanding of production operations and SLA development
Proven complex technical problem-solving skills required
Strong follow-through with ability to reach positive resolution during conflict and ability to prioritize quickly
Ability to partner with technical and non-technical roles within and outside the department
Must demonstrate strong sense of urgency in solving end-user issues
Must be able to minimize downtime by rapidly diagnosing and resolving problems
Be able to track and document information regarding troubleshooting techniques
Detail oriented with proven ability to prioritize and complete multiple tasks concurrently and within deadlines
Energetic self-starter with the ability to work in a fast-paced environment
Maintain a high level of teamwork and communication
Well organized, effective written, verbal and presentation skills
Ability to understand and clearly communicate technical information to non-IT personnel

Senior Manager, NOC Resume Examples & Samples

7-8 years Network troubleshooting in 24x7 Operations Center
5 plus years work experience in a 24x7 Operations Center
3-4 years managing Network Operations or Engineering teams
2 plus years managing managers/supervisors

IT NOC Manager Resume Examples & Samples

Responsible for the day to day relationship management of key ISO BIN partnerships including, but not limited to, program modifications/enhancements. Responsibilities also include acting as the ISO BIN partner's liaison for compliance, product, and operational matters
Primary contact for all ISO BIN internal projects requiring Vantiv support
Responsible, in collaboration with Credit or Risk, to resolves any merchant or ISO BIN related issues including but not limited to underwriting, fraud, or risk matters
Establish strong relationships with decision makers as well as day to day contacts
Sponsorship Agreement Re-Negotiations or Amendments
Perform other duties, as required
5+ years combined industry and/or sales experience
Prior ISO/Merchant Services experience a plus
Proficient MS Office Suite and computer skills
Fluent in English (reading, writing, and verbal)
Must possess excellent organizational skills
Ability to interpret and analyze financial data
Possess clear oral and written communication skills
Presentation skills and training experience is required
Ability to prioritize workload and handle multiple projects
Timely and accurate completion of projects
Ability to accurately answer clients questions
Must have the ability to manage activities with a minimal amount of supervision
Must be a pro-active self-starter and able to operate in a team environment
Ability to flourish in a fast paced and challenging environment

Manager NOC Resume Examples & Samples

Analyze support activity and case//alarms trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings
First point of escalation for designated accounts for support process issues not resolved by the standard process
Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices
Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel
Develop, implement and maintain standard practices for designated accounts aligned with the Global OM operating model
Oversee transition phase from Client Services to Customer Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success
Mentor and coach Engineers from a technical perspective
Lead Root Cause/Best Practice sessions with Customers and internally as required
Responsible for the development and standardization of NOC processes and procedures
Reviews and monitors all system performance reports, scheduling necessary actions to avoid system degradation and customer service interruptions
Develop quality measurements/metrics that will show Performance are in line with Quality of Service goals and Service Level Agreement (SLA) guarantees
Gathers, analyzes, prepares and summarizes recommendations for NOC support program improvements
Facilitate reviews, audits, definitions, updates and implementation on Engineering and Operations work
Possess excellent organizational and communication skills
Strong ability to use facts and data to influence decisions
Ability to prioritize and make appropriate decisions
Proven ability to meet deadlines and maintain quality standards
Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates
Ability to interact effectively with all levels of management and customers
Ability to work with minimal guidance or supervision in a time critical environment
Ability to be flexible and quickly adapt to changing business needs and processes
10 + years of experience in a technical service or service delivery environment
Proven experience in managing NOC
International Customer experience
Degree in computer science, engineering or work equivalence

NOC Manager Resume Examples & Samples

Continual enhancements of support and operational processes to foster efficiency and effectiveness
Manage service restoration efforts to resolve any critical business impacting incidents and/or problems
Ensure resolution of service tickets from internal and external stakeholders
Ensure the monitoring of all production networks, servers, applications and services
Enforce SLAs to alerts according to defined standard processes
Learn, master and teach new and current Green Dot products and services, all relevant operational best practices and anything else worth knowing in order to build and maintain a World Class NOC
Manage team workload; ensure all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensure all incidents and problems have root cause identified where possible
Ownership of incident and problem management by ensuring proper operational metrics are captured and maintained and that root causes, remediation steps and fixes are followed through on
Manage escalations and conference bridges for Customer Care (Tier 1 & 2) or Partner NOCs
Manage internal and external communication of issues to management, other internal support groups and the customers via pages, email broadcasts or phone
Collaborate with various technology teams for issues resolution
Create and maintain knowledge base articles, policies and procedures
Execute documented run books as documented for diagnosis and remediation of issues
Fully document and communicate shift-turnover reports
Staff the 24x7 Network Operations Center
On-call escalation duties

Senior NOC Manager Resume Examples & Samples

Supervises the activities of a CSE team with responsibility for results in terms of customer service satisfaction
Manages CSEs of all levels, geographies; generally responsible for a team of to 30+ people
Mentors other managers in management and Cisco practices
Represents CMS in EBC's and tours
Identifies and works on issues that affect worldwide CMS and other services teams
Provides management guidance to all levels of exempt employees on accomplishing goals
Work is reviewed and measured based on attainment of objectives and overall success of department
Typically requires BSCS or BSEE or equivalent plus 15+ years-related experiences
Fluent English speaker/writer
Possesses detailed business knowledge of Cisco products specific to Cisco CMS product suites and/or project/program management in the managed services space
Direct experience with Managed Services industry including in-depth understanding of strategic and tactical components
Possess 6+ years-prior management experience
Certifications: ITIL Intermediate v3, PMP
Demonstrated drive for continuous learning, results-orientation, and teamwork
Flexible: very able to adapt to a changing environment
Out-of-the-box thinker
Performs well under pressure and in disruptive environments where priorities can change in response to customer demand
Operational mind-set and disposition
Proven ability to work cross-functionally and cross-corporations
Comfortable working in a dynamic and evolving organization and service
Ability to formulate and deliver complex presentations throughout Cisco and to customer departments

NOC Manager Resume Examples & Samples

Manages and oversees the day to day running and requirements of the Service Operations Centre
Responsible for managing a team of 11 Incident Managers and Engineers
Coordinate Operations Centre personnel to ensure continuous operations of mission critical production systems
Ensure all issues follow necessary escalation path and are resolved quickly
Incident and Major Incident management (including process ownership). Driving rapid service restoration and facilitating timely and accurate internal and external incident communication
Act as an escalation contact for Major Incidents
Establish and maintain a working knowledge of the division’s applications, systems and infrastructure
Manage and assign tasks and workload related to on-going support tickets and projects
Develop procedures and appropriate training to improve operational support and service take-on/readiness
People Management, coaching, performance management and development – driving the growth of the SOC staff so that necessary standards are met and maintained
Analyze process performance using a continuous improvement philosophy to meet the operational needs of the organisation
Design and implement work flows and processes/procedures to achieve efficient use of staffing resources while maintaining service quality
Establishing a robust SOC Knowledge Management system
Analyze workload efficiency of staff to redesign work flows and recommend required staffing levels to management
Production of team KPIs and monthly reports. Preparing performance reports and communicating to staff and other management teams in Monthly Service Performance Reviews
Working in participation with Change Management on maintenance schedules and maintenance bridges
Working in participation with Problem Management identifying repeat incidents and addressing root causes
Working with and across multiple teams to drive improvements in pro-active alerting and monitoring
ITIL V3 Foundation and an excellent knowledge of Service Management (Incident, Event, Problem, and Change Management)
Experience of working in virtual/global teams
Experience in setting up and managing off-shore teams
Working knowledge of operational support escalation – Incident and Major Incident Management
Managing a team in an operational environment - management and supervisory skills required, plus the ability to plan and prepare
Experience designing work flows, processes and procedures around mixed skill sets
Self-motivated, highly proactive with a customer service philosophy and attitude
The ability to produce metrics, KPIs and perform trend analysis
Effective communication skills both verbal and written as well as presentation skills
An independent thinker with the ability to make sound technical decisions using the information at hand
Must be able to lead a team effectively and influence without authority and work within a team environment
Have a structured and flexible approach to operations management
Very strong organisation and planning skills with the ability to multi-task and deliver quality and accurate under tight time-scales
Exposure to IT Service Management Tools (JIRA, Remedy, Service NOW or equivalent)
Knowledge and experience with Microsoft Office products including Outlook, Word, Excel, PowerPoint and Visio
Experience of ISO standards and audits (9001, 27001) and SOX audits advantageous
Knowledge or NOC monitoring tools (Zenoss, Solarwinds)

NOC Manager Resume Examples & Samples

Handle escalations for customer and network service outages 24 hours a day
Evaluate and make decisions on the purchase and deployment of systems and applications used to monitor and support the data network
Review of trouble tickets, maintenance schedule and major service interruptions
Post mortem and root cause analysis
Evaluate and document NOC policy and procedure
Direct monitoring, coordination, and escalation of any major or catastrophic conditions in Frontier’s network (example: core network outages)
Direct and manage the final escalation for global expertise to all internal and external customers within Frontier’s footprint (examples: Engineering, Regional - Operations, Executive Management, and Frontier customers) prior to vendor referral
Monitor and direct the Network Operations Center’s team as a liaison for all vendor support issues that require escalation for reconciliation
Direct multiple projects with various departments providing specifications and information on network systems
Hire, evaluate, and work with individuals to develop their skills. Coach teams to improve results, review team objectives, plan and evaluate resource levels and results. This also includes performance evaluations, and goal reviews
Develop necessary budget criteria for upcoming and current years, and to maintain the budgetary guidelines for all current year budgets
Development, documentation, and implementation of processes and procedures to establish national standards. Monitor NOC team to make sure these standards are set and followed. Advise field personnel of proper procedures and assist with vendor changes, updates, and product recalls
Must have a solid understanding of IP and ATM technologies
Familiar with Internet protocols and services such as DHCP, DNS, e-mail, and RADIUS
Familiar with WiFi technologies such municipal and hot spot deployments
Must have a solid understanding of DSL technology and associated equipment
Experience with managing large projects
Five years previous supervisory or management experience in Telecommunications or Internet Services Provider related
4yr technical degree a plus
CCNA certification a plus