We're on the hunt for a NOC Manager to join our team in Mexico City who will be responsible to manage a team of NOC engineers to support the 24 / 7 Solera technology platform.
The ideal candidate will have a start-up mindset, with vast experience establishing and maintaining greenfield NOC operations.
What You’ll Do
Mentor staff to facilitate problem identification and resolution for cross-team organizations.
Create, manage, and maintain runbooks.
Establish and maintain NOC shift coverage and rotations.
Executive reporting of uptime, and NOC performance KPIs.
Ensure efficient access to all monitoring tools for NOC staff, to
monitor the performance and availability of all IT infrastructure, facilities, applications, and services of Solera.
Handle incoming calls or emails from supporting teams, customers, vendors, or employees.
Able to assist in diagnosing user desktop system issues and assist to fix or escalate for ticketing.
Ensure incident management processes and SLAs are respected.
Participate in the process of change control and releases to ensure relevant procedures are followed.
Administer service requests and official communication processes.
Aid in ticket management and reporting tasks.
Ensure corporate notification SLAs are adhered to.
Escalation management for 3rd party vendors.
What You’ll Bring
Capable of building and maintaining efficient, self-sufficient teams.
Excellent English language and communication skills (both oral and written are required).
Working knowledge of Help Desk / Customer Support center operations.
Working knowledge of current IT technical standards as related to servers, infrastructure, and network technology.
Ability to multi-task, and quickly adapt to change.
7+ years of applicable experience.
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time.
Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description.
The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.