NOC Supervisor

Direct oversight of night shift operations. Responsible for leading a functional team that provides computer operations incident and problem resolution in a multi-platform, 24x7 data center operations environment by performing front-line event management for all information technology business critical applications, servers, peripherals, telecommunications, the mainframe, desktops and laptops and IT computing facilities. Provides functional support for Windows, Unix and mainframe servers, databases, applications, hardware and software, telecommunications, peripherals, and data center environments. Responsible for the identification and resolution of service-level problems and mission-critical tasks for complex IT systems. This role will be responsible for supporting all US-based BHE platforms.

Bachelor’s degree in computer science, information technology or related field; or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor’s degree. A minimum of two years additional directly related technical experience is required.)           

Prior Job Experience

Five years of experience in a technology NOC or integrated operations center role and experience with disaster recovery plans and related technologies.

Knowledge, Skills and Abilities

Advanced level analysis and design skills involving the ability to gather data on systems issues and to diagnose server, voice or network alerts, events or issues.  Demonstrated knowledge of current technologies, tools, applications, and vendors along with an understanding of common information architecture frameworks. Understanding of an enterprise monitoring system. Professional technical certifications in infrastructure solutions or ability demonstrate equivalent knowledge.  Ability to prioritize and handle multiple tasks and projects concurrently. Advanced knowledge of utility energy management and industrial control networks desirable. Demonstrated proficiency in two of the following core disciplines and a balance of advanced skills and knowledge in the remaining disciplines:  network device management, firewalls, network switching, windows server administration, linux administration, unix server administration, infrastructure security. Ability to prioritize and handle multiple tasks and projects concurrently. Strong analytical, problem-solving and decision-making skills. Superior organizational skills and excellent communication abilities. Ability to lead the work of others. Proven ability to identify conflicts and facilitate resolution.

Work Environment and Physical Demands

General office environment. No physical demands required. Availability to work any shift including holidays in a 24 x 7 x 365 work environment. 

Disclaimer

Employees must be able to perform the essential functions of the position, with or without an accommodation. 

All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.

Lead a functional team by providing technical leadership and directing day-to-day activities, departmental projects, initiatives and assignments.  May direct the technical complexities of work and may direct the work of others. Provides input into team employee performance reviews. Flags performance and personnel issues for manager resolution. Direct oversight of night shift operations

Monitors information technology and assures rapid response to alerts to support high availability and restoration of services. Applies troubleshooting and technical skills and coordinates with company workgroups, internal and external technical service providers, and external business partners to resolve incidents. Ensures compliance with cyber security and operational practices. Creates work tickets to ensure proper tracking, prioritization and escalation of incidents and service requests.

Ensures continuous, uninterrupted service by responding to and diagnosing first and second-tier problems through troubleshooting and analysis, independently or with other information technology support personnel on server/network, desktop or mainframe applications and hardware systems. Monitors all information technology systems, networks, devices and facilities to proactively identify service impacting events. Provides front-line responses to alerts by analyzing, diagnosing and resolving incidents utilizing knowledge base and a variety of hardware and software diagnostic/testing tools and techniques.

Acts as the technical liaison support between other information technology groups and the technology resource center. Confers with internal and external technical support staff including vendors and carriers to work on affected hardware, software and associated peripheral devices including voice and data circuits.  Utilizes technical and troubleshooting skills to work directly with cross-organizational teams and external resources to provide resolution to incidents within service level agreements (SLAs).

Prioritizes actions required on concurrent events identified through automated alerts, monitoring, or direct contact by a company workgroup, internal or external technical service providers or external business partners.

Leads the development and maintenance of processes, procedures and standards to deliver a high-quality standard of service, including guideline documentation, training, templates and stakeholder communication for the incident management and event management processes as it pertains to the integrated computing operations center.

Acts as the incident manager during critical and major incidents by coordinating the execution of the information technology emergency action plan (ITEAP).  Convenes and facilitates the incident team, communicates with stakeholders, documents the incidents and completes major incident reviews. Facilitate regular incident review meetings with stakeholders.  Provides required incident reports and coordinates follow-up actions.

Facilitates continuous improvement of the major incident management process.  Conducts periodic major incident drills and coordinates updates to major incident procedures.

Participates in a weekly on-call team rotation schedule for after-hours support. Provides limited after-hours support for service desk rollover calls.

Performs any additional responsibilities as requested or assigned.