Job Title



Job Title | Network Operation Center Supervisor | |

|  | |

|Primary Function |This position reports to the Network Manager. The NOC Supervisor will be responsible for the operation of the NOC and will be the |

| |senior technical resource for the Company’s enterprise system management solutions. |

| | |

| |Responsibilities include: |

| | |

| |Provide daily supervision and management of the NOC / Service Desk staff. |

| |Provide mentoring for NOC staff. |

| |As process owner, maintain the Incident Management Process to include incident logging, tracking, escalation and root cause |

| |analysis activities. |

| |Develop and report NOC metrics. |

| |Responsible for the implementation of enterprise system management (ESM) tools across the organization. |

| |IBM Tivoli NetCool / Omnibus and ESM subject matter expert. |

| |Develop end-to-end monitoring solutions that encompass the business, application, middleware, servers, network, databases and |

| |storage. |

| |Create and maintain monitoring infrastructure documentation, policies, and procedures. |

| |Collaborate with business and IT teams to identify, review and implement new system and application monitoring requirements. |

| |Evaluate new or existing products to provide end to end monitoring solution.  |

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|Minimum Education & Experience |Bachelors degree or equivalent experience. |

| |2 years experience supervising NOC/Service Desk/Technical personnel |

| |2 years experience with Enterprise Monitoring solutions. |

| |2 years experience with IBM Tivoli Enterprise Monitoring Suite |

| |Knowledge of Relational Databases (Oracle, Sybase, and IBM DB2 / UDB) preferred. |

| |Strong knowledge of UNIX and/or Windows Operating Systems preferred. |

| |Programming experience with shell and Perl scripting preferred. |

|  | |

|Expertise |Supervisory and management skills. |

| |Interprets and directs original solutions to a broad range of highly complex administrative and/or technical issues. |

| |Conceive, plan, and execute projects related to the strategic needs of the company. |

| |Anticipates, recognizes and resolves issues. |

| |Evaluates and documents company procedures. |

| |Excellent verbal and written communication skills |

| |Superior customer management skills. |

|  | |

|Job Knowledge |Knowledge must address diverse and difficult problems or situations. |

| |Requires experience to integrate activities across multiple functions for the corporation. |

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|Physical Work Environment |Normal degree of physical effort in typical office environment with comfortable, constant temperatures and absence of objectionable|

| |elements. |

| |May be subject to interruptions. |

| |Required to work computer. |

| |Sitting---over 95%; close vision---over 95%; lifting---under 10 lbs. |

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