Supervisor, Network Operations Center
Redmond, WA

Job Description

Nintendo of America Inc.

The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Nintendo Switch™ system and the Nintendo 3DS™ family of portable systems. Since 1983, when it launched the Nintendo Entertainment System™, Nintendo has sold more than 4.7 billion video games and more than 740 million hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy™, Game Boy Advance, Nintendo DS™ family of systems, Super NES™, Nintendo 64™, Nintendo GameCube™, Wii™ and Wii U™ systems. It has also created industry icons that have become well-known, household names, such as Mario, Donkey Kong, Metroid, Zelda and Pokémon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo's operations in the Americas. For more information about Nintendo, please visit the company's website at http://www.nintendo.com.

DESCRIPTION OF DUTIES

* Manages a team of Administrators and is responsible for ensure adequate schedule coverage. Defines overall technical direction and deliverables the team.
* Work with Engineers and Developers to define and build monitoring, error handling and escalation and documentation for problem management of all internal (corporate) and external (consumer) facing systems and applications.
* Oversee Data Center management and tasks. Ensures optimum access, performance, capacity and availability of technologies deployed.
* Oversees monitoring of the network for stability and performance in order to maintain 24x7 operations and resolve service impacts as they occur.
* Ensures interactions with customers are positive, productive, documented, and resolved in a timely manner or followed through on.
* Ensures trouble tickets are worked effectively and efficiently and that the work with engineering, field technicians, and telecommunications carriers is effective in resolving service issues in accordance with established processes and procedures.
* Review problem descriptions and detailed problem diagnosis for accuracy and compliance with established practices.
* Provides support and troubleshooting of current and prior developed technology solutions.
* Recommend revisions to existing policies and procedures to make them more effective. Draft new policies and procedures for consideration by management to better optimize Network Operations.
* Coordinates and manages incident response processes.
* Delegates work assignments, sets priorities and time management for staff and train the NOC on repeatable administration processes.
* Develop standard processes and procedures for monitoring, error handling, escalations and problem management.
* Hardware and OOB management, configuration and performs approved patching of corporate systems as needed.
* Identify areas for improvement within the NOC environment and recommend and formalize a plan to implement enhancements.
* Hardware specification research and procurement and participates in evaluating new technologies and products.
* Lead the strategic and tactical activities to provide ongoing implementation of operational best practices.
* In the absence of management, able to take on leadership responsibilities.
* Partners with and coordinates projects across multiple teams and tiers of IT.
* Performs, develops and follows operational best practices. Ensure all customer support issues are properly addressed, documented and resolved in a timely manner according to established procedures.
* Supports management in the recruitment, retention and career development of internal staff. Evaluates employee performance and identifies development and training needs.

SUMMARY OF REQUIREMENTS

* Typically requires a minimum of 5 years of related experience.
* Progressively developing expertise, applying policies and procedures to resolve a variety of issues
* Experience working on problems of wide scope where analysis of situations or data requires a review of a variety of factors
* Understands Advanced system administration and enterprise tools, troubleshooting, configuration, performance monitoring/tuning, system availability reporting and provides off-hours on-call support.
* Experience in risk identification and management
* Requires a good understanding of technology principles and operating methods
* Requires sound problem-solving, analytical and excellent communication skills
* Undergraduate degree in Computer Science, a related field, or equivalent.
* A
* Linux
* Network

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