NOC Manager

Job Title : NOC Manager

NOC Manager

Location : OH - Columbus

OH - Columbus

What you'll do :

Network Operations Centers, NOC, manager will initially manage two NOC teams, one that monitors the health of our network, server, infrastructure and applications while the other monitors the health of our databases, middleware, and MQ systems.

They perform initial root cause and diagnostics to resolve and remediate issues quickly or escalates as needed. They will participate with event and alert management activities to improve the overall quality of monitoring.

They will partner with the tools team for future enhancements and incident management team to improve end to end processes.

The teams are mostly offshore and needs to ability to manage 24x7 while working with stakeholders onshore. Looking to continue to improve processes, training and automation.

What we are looking for :

Responsibilities :

• Team Leadership :
• Lead, mentor, and motivate a team of NOC engineers and analysts.
• Foster a collaborative and positive work environment that encourages innovation and continuous improvement.
• Conduct regular performance reviews and provide coaching and feedback to team members.
• Operational Oversight :
• Oversee the 24 / 7 operation of the NOC, ensuring the timely and effective resolution of incidents
• Collaborate with other IT teams to ensure seamless communication and coordination in incident response.
• Process Improvement :
• Continuously evaluate and enhance NOC processes and procedures for incident detection, resolution, and escalation.
• Implement best practices and industry standards to improve the efficiency and effectiveness of NOC operations.
• Incident Management :
• Manage the end-to-end incident management process, from initial detection through resolution and post-incident analysis.
• Coordinate with other IT teams and external vendors to ensure timely incident resolution.
• Resource Management :
• Allocate resources effectively based on workload and priority.
• Identify training needs and provide professional development opportunities for team members.
• Documentation :
• Ensure accurate and up-to-date documentation of procedures, and incident response plans.
• Regularly review and update documentation to reflect changes in the environment.
• Performance Metrics :
• Define and monitor key performance indicators (KPIs) for the NOC, reporting on performance and identifying areas for improvement.
• Develop reports and dashboards to provide insights into network health and performance.

Qualifications :

• Bachelor's degree in Information Technology, Computer Science, or a related field
• Proven experience in a NOC or network support role, with at least 8 years of managerial experience
• In-depth knowledge of network technologies, protocols, and security best practices
• Strong leadership and interpersonal skills, with the ability to motivate and guide a diverse team
• Excellent problem-solving and decision-making abilities, especially in high-pressure situations
• Familiarity with ITIL practices and IT service management
• Certifications such as CCNA, CCNP, or ITIL are a plus
• Effective communication skills, both written and verbal

The NOC Manager will oversee the Network Operations Center's day-to-day operations at Western Alliance Bank. This role is pivotal in leading, coaching, and developing the team of NOC technicians to ensure effective monitoring, surveillance, and issue resolution at WAB.

The manager will be directly involved in handling escalations, improving operational systems, and enhancing team performance through rigorous training, feedback, and corrective coaching.

General Duties and Responsibilities

Lead and coach all levels of NOC Technicians and NOC Staff, ensuring efficient resolution of Momentum Corporate and customer issues.

• Foster a customer-centric work environment that motivates the team and meets company goals.
• Serve as a point of escalation for technical issues, striving to reduce future escalations.
• Collaborate with Team members to ensure effective training and development of all NOC personnel.
• Oversee daily operations such as network, systems and event resolution, ticket queue management, and service level adherence.
• Identify inefficiencies and lead improvement initiatives to enhance service quality and operational efficiency.
• Handle after-hours escalations as needed.

Essential Duties

Manage Server, Network and systems monitoring, incident resolution, problem management, change management, and recovery management.

Provide continuous performance coaching and guidance to all NOC technicians.

• Ensure adherence to established procedures and processes.
• Monitor key performance goals and ensure achievement of service level objectives.
• Conduct periodic performance reviews and quality assessments, providing targeted coaching as needed.

Minimum Requirements :

• High school diploma or equivalent.
• At least Five years of supervisory experience in a call center or technical support environment, managing technical staff or equivalent leadership experience.
• Demonstrated ability to tackle complex problems and lead a team effectively.
• Proficiency in Windows, MS Office suite, and web-enabled technical support applications.
• Strong knowledge of call center and technical support best practices.

Experience :

• Extensive experience in call center or technical operations management.
• Comprehensive knowledge of routing, switching, and network configuration.
• Exceptional analytical, problem-solving, and communication skills.
• Leadership experience in a 24x7x365 Network Operations Center environment.
• Certifications such as CCNA, JNCIA, or equivalent are highly desirable.

Benefits you'll love :

We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program.

In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company :

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank;

Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information.

Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and / or need an alternative method of applying, please email HR redacted or call redacted .

When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation