Director, NOC Operations

Job Title: Director of Network Operations (NOC) Location: Liberty NY 12754 (Hybrid) Type: Fulltime/Direct Hire Salary Range: $120,000-$150,000 (DOE) Employees in this position will report to the office 3 days per week. Occasional travel may be required. Onsite work requirements may change at any time. Position Summary: The Director, NOC Operations will oversee Level 1 operations, monitor alerts using tools like Dynatrace, Splunk, SCOM, and SolarWinds, and manage the various products supported by the company. They will also ensure comprehensive oversight of broad solutions for optimal performance. In addition to the above responsibilities, the Director, NOC Operations will also oversee the rollout and management of a fraud solutions tool, ensuring its effective integration and performance within the overall monitoring framework. This includes coordinating with relevant teams, ensuring the tool's effectiveness, and maintaining high standards of security and accuracy. The Director should possess strong leadership presence with proven ability to build, mentor, and motivate high-performing, resilient teams. They should be able to manage incidents to resolution by investigating and tracking all internal or customer-related production issues; This will involve ensuring our monitoring tools are correctly and efficiently identifying the issues to ensure that all customers or third-party inquiries are answered in a timely, accurate and professional manner. Qualifications Required: Bachelor's degree in Computer Science, Information Technology, or a related technical field is generally required. Minimum of 8-10 years of experience in network operations or IT infrastructure management, with at least 5 years in a senior leadership or director-level role managing a 24/7/365 operational team. Deep understanding of network technologies, protocols, and architectures, including TCP/IP, BGP, MPLS, VPNs, and firewalls. Experience with network monitoring tools (SolarWinds) and ticketing systems (ServiceNow) is essential. Exceptional problem-solving, analytical, and critical thinking skills. Must be a strong, detail-oriented leader capable of managing high-pressure situations and communicating complex technical information effectively to both technical staff and executive management. Ability to speak clearly and concise on Vendor, Client or Regulatory calls Qualifications desired: Proven track record of managing and scaling NOC operations, including budget management, vendor negotiations, and policy development. Work knowledge of data center monitoring tools (SCOM, Solarwinds, Splunk, Dynatrace and ServiceNow) Familiarity with cloud computing platforms (AWS, Azure, GCP), data center operations, and modern IT infrastructure best practices. Knowledge of Windows and UNIX operating systems are a plus Essential Functions and Responsibilities: Develop and execute the strategic roadmap for the Network Operations Center and Monitoring Support, aligning operational goals with overall business objectives and technology initiatives. Establish, refine, and enforce robust operational policies, procedures, and best practices to ensure consistency and efficiency across all operations. Analyze incident data and trends to identify systemic issues and drive continuous improvement initiatives, leveraging automation and new technologies to enhance efficiency. Champion automation efforts, utilizing scripting (e.g., Python, Bash) to eliminate manual "toil" and streamline operational workflows and routine maintenance. Act as the primary point of contact between the NOC and other departments (Engineering, Security, Development teams, Executive Leadership) to ensure seamless communication and alignment of operational goals. Ensure all network documentation is accurate and up-to-date, and that all operational practices adhere to relevant industry standards and regulatory requirements. ensure that there are well-defined schedules for the monitoring support team, bringing structure and efficiency to the operations. comprehensive oversight of all the products and solutions, ensuring optimal performance and reliability. As required, manage incidents to resolution by investigating and tracking all internal or customer-related production issues; This will involve ensuring our monitoring tools are correctly and efficiently identifying the issues Success factors/job competencies: Maintain high levels of system uptime and availability (meeting or exceeding SLOs) through proactive monitoring and rapid incident resolution. Success is measured by the continuous reduction of manual tasks ("toil") through effective automation, leading to a more efficient and scalable operations center. The ability to lead calmly and effectively during major incidents, minimizing downtime and ensuring clear, timely communication to all stakeholders. The ability to build and retain a highly skilled, motivated team with clear roles, responsibilities, and growth paths. Performance standards: A standard focused on automating routine operational tasks (e.g., a target of automating 30% of repeatable tasks within one year). Managing the NOC budget effectively, demonstrating optimal use of resources and monitoring tools, and maintaining operational costs within allocated limits. Achieving satisfactory results in internal and external audits related to IT operations, security, and regulatory compliance (e.g., SOC 2, HIPAA, PCI). Ensuring that all operational runbooks, network diagrams, and incident post-mortem documentation are current, complete, and easily accessible to the team. Physical demands and work environment: Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Benefits Info: Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors. #RTA #LI-SK1 #JD-E2EProf

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