Job Directory NOC Operations Manager

NOC Operations Manager
Chicago, IL

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About

Job Description

Summary

The NOC Operations Manager is responsible for ensuring all technology services across functions are proactively monitored and operating appropriately to meet business availability and performance expectations. This includes real-time monitoring and initiation of actions in response to service conditions, Events and Incidents across enterprise infrastructure, enterprise and business applications, and security operations. The NOC Operations Manager is responsible for overseeing NOC staff across all shifts to achieve a continuous 24x7x365 operation. The NOC Operations Manager will collaborate with IT teams to optimize enterprise Incident Management processes and to ensure the NOC Engineers consistently leverage defined processes to drive Incidents to successful resolution. The NOC Operations Manager also ensures there is proper communication during an Incident both internally to IT as well to the others in the Firm, as needed.

Duties and Responsibilities

* Directs the operations of the NOC, which includes establishing new or maintaining current monitoring tools, initiating availability and performance alerts, following formal Incident Management escalation processes, coordination of active Incidents, and creating and sending both IT and user focused communications.
* Resolves complex production incidents by working with internal and external technology support organizations; owns incidents through to resolution, as needed.
* Leads, manages, and develops Engineers and other direct reports. Manages staffing needs and annual performance reviews.
* Ensures the NOC staff provides effective support of the Firm's IT environment and related components, including server performance monitoring and reporting, tuning, system software updates, and troubleshooting.
* Ensures the NOC staff monitors a wide variety of information and network systems that include telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, core applications, etc.
* Drives the creation of playbooks for critical systems to ensure troubleshooting and escalation processes are executed appropriately.
* Executes playbooks for critical environment updates and validation, including patching and disaster recovery exercises.
* Leads cross-functional communications between operating teams, Service Desk and other relevant individuals to resolve major system outages, assessing what will have the least impact.
* Performs tier 1 troubleshooting to assist in resolving issues related to Network, Telecom, Server, Storage, and Data Center related facilities; escalate, as appropriate.
* Monitors, tests, and reviews systems identifying abnormal or suspicious activity and collects appropriate data to triage and escalate for tier 2 investigation.
* Notifies and engage third-party service providers of issues, outages and remediation status.
* Serves as Event Manager to establish integration and automation of events from multiple functional management tools into the ITSM, ServiceNow.
* Provides timely responses on all incidents, outages, and performance alerts; categorizes escalated issues for appropriate technical teams, using proper documentation and notification.
* Develop new and improve existing processes and procedures and continuously assess and offer recommendations, as appropriate
* Collects and review performance statistics across hardware and software to assist technical staff with being prepared for or in predication of future issues or outages.
* Other duties, as assigned

Qualifications

To perform this job successfully, an individual must be able to perform the Duties and Responsibilities (Duties) above satisfactorily and meet the requirements below. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email staffrecruiting@sidley.com (current employees should contact Human Resources).

Education and/or Experience:

Required:

* Minimum 6 years NOC/Command Center and/or IT Operations experience, supporting and resolving Incidents across enterprise server, storage, network, virtualization and applications
* Minimum 2 years of management experience as either a NOC/Command Center Manager or an IT Operations Manager
* Demonstrated ability to follow formal Incident Management processes to manage outages
* Demonstrated ability to collaborate with solution owners across functions to establish functional playbooks for specific solution triage
* Demonstrated ability to troubleshoot and resolve issues on multiple hardware and software platforms
* Knowledge of common monitoring and ITSM tools, such as Microsoft, SolarWinds, and/or ServiceNow

Preferred:

* Bachelor's degree
* ITIL Foundations certification
* Experience with security monitoring
* Experience with enterprise technologies from EMC, Cisco, VMware, Microsoft and/or ServiceNow
* Experience with Microsoft System Center Suite

Other Skills and Abilities:

The following will also be required of the successful candidate:

* Strong organizational skills
* Strong attention to detail
* Good judgment
* Strong interpersonal communication skills
* Strong analytical and problem solving skills
* Able to work harmoniously and effectively with others
* Able to preserve confidentiality and exercise discretion
* Able to work under pressure
* Able to manage multiple projects with competing deadlines and priorities

Sidley Austin LLP is an Equal Opportunity/Affirmative Action Employer.

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