Senior NOC Service Manager

Senior NOC Service Manager

Department: Enterprise Solutions

Employment Type: Full Time

Location: Canada - Remote

Description

The NOC Manager will ensure that the delivery and remediation of centralized services is carried out for our clients in a way that assures the reliability of systems and minimized downtime due to proactive monitoring and action.

The NOC team provides several key centralized services for our clients. This includes proactively monitoring and patching server, network, and workstation infrastructure. The NOC team also monitors and maintains our client backup infrastructure to ensure client data security is the highest priority. With that, you must be able to deliver effective leadership and direction that aligns the team with the overall goals of the company.

By leveraging our standard technologies and process, coupled with our people and structure, we deliver a unique end-result for our customers. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, reduced lost revenue, and enhanced business agility.

Our People:
Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values - Passionately Curious, Own It, Go Beyond, and Serve as One - we're here to create something extraordinary together.

Our Core Focus:
Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.

Your Growth:
We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.

Key Responsibilities

• Be leader in the organization around infrastructure technology, patching and backup standards:
  • Stay current on technology evolution, standards, best practices, and market needs.
  • Look for opportunities for increased automation and remediation efficiencies.
  • Develop, implement, effectively maintain, and continually update processes, standards, guidelines, and procedures within the department.
  • Ensure tools deployed to our clients are functioning at optimal levels.
• Manage and guide the NOC Team to produce best in class results:
  • Review team work for quality and detail, driving client productivity and reliability of critical systems.
  • Act as an escalation point for critical client issues, communicate, and manage communication with clients as needed.
  • Responsible for the scheduling, time, and utilization management of team members. Ensure every hour is a profitable hour and that workflows and procedures are being followed.
  • Review and manage ticket backlog to ensure services are being correctly scheduled and prioritized.
  • Ensure client backups are "bulletproof" and no critical system has been left behind.
  • Manage team performance and tools to meet or exceed SLO's.
• Ensure objectives are clear, progress is tracked, and results are reviewed.
  • Perform staff reviews, manage headcount, hiring and overall HR management for your team.
  • Build a culture of continuous improvement and high performance via feedback, coaching and staff development.

Additional Responsibilities:

• Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale while holding all employees accountable. Set the example to follow for customer service
• Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall professionalism.
• Attend, lead, and facilitate team meetings, providing status updates as required.
• Collaborate across all VC3 departments to maximize overall customer satisfaction
• Additional duties as required.

Skills, Knowledge and Expertise

• Degree or Diploma in an IT based curriculum, or at least 5 years' direct experience in supporting and maintaining a minimum of SMB server and network environments.
• 3+ years relevant management or leadership experience.
• Must demonstrate the ability to build and manage relationships with clients (internal and external) through consistent and proactive communication.
• Very strong interpersonal skills, able to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally.
• Strong organizational, time management, presentation, and customer service skills.
• Excellent oral and written communication skills.
• Self-motivated with the ability to multi-task and adapt to changes in a fast-moving environment.
• Experience in business analysis, profit/loss responsibility and a good understanding of financial concepts.
• Knowledge of ITIL standards is an asset.
• Industry Certification of a related technology (Microsoft, Cisco, etc)
• Working knowledge of a RMM (Labtech, Kaseya, Nable)
  • Any creation of automation inside of those tools
• Demonstrated senior level expertise or experience with:
  • Various backup solutions, such as:
  • Datto
  • Veeam
  • Cloudberry/MSP360
  • Unitrends
  • Acronis
  • SaaS Solutions (Datto, Unitrends, Skykick)
  • Windows Server Operating systems
  • Routing and Switching
  • Firewalls
  • Hyper-V
  • VMWare
  • Citrix

Additional information you will want to know:

• Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
• VC3 offers a comprehensive benefit package and 401K/RRSP company matching

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.