NOC Lead and Major Incident Manager
Apply NowCompany: Omni Inclusive
Location: Jackson, MI 49201
Description:
Responsibilities: Team Leadership: Operational Oversight: Process Improvement: Incident Management: Resource Management: Documentation: Performance Metrics: Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field Proven experience in a NOC or network support role, with at least 8 years of managerial experience In-depth knowledge of network technologies, protocols, and security best practices Strong leadership and interpersonal skills, with the ability to motivate and guide a diverse team Excellent problem-solving and decision-making abilities, especially in high-pressure situations Familiarity with ITIL practices and IT service management Certifications such as CCNA, CCNP, or ITIL are a plus Effective communication skills, both written and verbal
- Lead, mentor, and motivate a team of NOC engineers and analysts.
- Foster a collaborative and positive work environment that encourages innovation and continuous improvement.
- Conduct regular performance reviews and provide coaching and feedback to team members.
- Oversee the 24/7 operation of the NOC, ensuring the timely and effective resolution of incidents
- Collaborate with other IT teams to ensure seamless communication and coordination in incident response.
- Continuously evaluate and enhance NOC processes and procedures for incident detection, resolution, and escalation.
- Implement best practices and industry standards to improve the efficiency and effectiveness of NOC operations.
- Manage the end-to-end incident management process, from initial detection through resolution and post-incident analysis.
- Coordinate with other IT teams and external vendors to ensure timely incident resolution.
- Allocate resources effectively based on workload and priority.
- Identify training needs and provide professional development opportunities for team members.
- Ensure accurate and up-to-date documentation of procedures, and incident response plans.
- Regularly review and update documentation to reflect changes in the environment.
- Define and monitor key performance indicators (KPIs) for the NOC, reporting on performance and identifying areas for improvement.
- Develop reports and dashboards to provide insights into network health and performance.