AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

AHEAD is committed to a community of diversity, equity, and inclusion. We encourage applications from women, underrepresented minorities, persons with disabilities, sexual minority groups, and all other candidates who will contribute to the diversification and enrichment of ideas and perspectives here at AHEAD.

We are on this journey to ensure that all AHEADians feel that they can authentically show up and belong at work.

AHEAD is searching for a NOC Manager to be a part of our Managed Services team. Candidates are eager to learn, customer focused, an effective communicator, self-initiating and can perform most tasks without direct oversight. The NOC Manager will report to and receive direction from the Managed Services Operations Director.

Responsibilities

• Manage day to day functions and support of the NOC Team to include incident and change management.
• Serve as direct escalation resource for the NOC Team dealing with events and customers needing additional resources or urgent attention.
• Provide leadership, supervision, and periodic performance reviews to direct reports.
• Manage the change management process within the NOC Team to include scheduling, customer notifications, and coordination of planned maintenance events.
• Coordinate and lead customer and network repair events with NOC Technicians/Engineers, customers, and contractors.
• Identify potential operational support issues. Design, create and implement solutions and training to team members on resultant process.
• Ensure a 24-hr, 7 days/week network support coverage.
• Provide accurate reports and metrics to track department KPIs.
• Manage team utilization and lead recruitment efforts to grow team members to maintain a manageable workload.
• Develop and maintain NOC Team process and procedures.
• Facilitate team meetings and check-ins

Qualifications

• A Bachelor’s degree or equivalent in Information Systems or related field. Unique education, specialized experience, skills, knowledge, training or certification may be substituted
• Experience supporting and managing event management system processes such as adjusting thresholds, device monitoring suppression and gathering historical data for analysis
• Minimum of 5 years of related experience with 2 years of direct management experience
• ITIL V3 or V4 Foundation certification helpful
• Excellent interpersonal skills and ability to build and maintain collaborative working relationships at all levels
• Skilled in leading people and achieving results in a customer centric environment
• Strong consultative, negotiation, persuasion, and influencing skills
• Strong analytical and problem-solving skills
• Self-motivated with the ability to work in a fast pace environment
• Understanding of virtualization, network, security and storage technologies.
• VAR or Consulting experience is a plus

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

We understand that you have a life outside of work. That’s why we offer flexible paid time off, paid company holidays, and the ability for you to manage your work schedule as needed.