Network Operations Center (NOC) Manager

Being passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

The Job At-A-Glance:

We are looking for a leader that wants to make their mark on the Integrated Operations Center (IOC) by leading a team of talented analysts to improve our already exceptional detection and response practices. The Integrated Operations Center (IOC) is distinct from a classic NOC in two ways. The first scope of responsibility, the IOC, is driving insights into the customer experience across the application stack. We are involved in identifying and remediating issues that impact our customers well beyond availability.

Secondly, scope of response, our talented team is equipped and empowered to remediate much of what would typically require escalation. If you are looking for a role with high impact and high visibility, where you can work with talented people to improve our ability to monitor, respond, and remediate issues from individual windows VMs to Cloud Service, this might be the right home for you. This is an exciting opportunity to be on the cutting edge of service management practices within a rapidly growing organization where you can help shape the future of availability and customer experience for our internal and external customers.

You will spend time leading a team of IOC Analysts to continuously improve our ability to detect, resolve, escalate, and report on service-impacting events and incidents. The IOC Manager will also provide event, incident, problem, and change management lifecycle activities. They will ensure that the deployed infrastructure delivers agreed-to services per required service levels.

This position is a hybrid position. We are seeking candidates in Austin, TX, or a commutable distance from our office there. You will enjoy a few days working from home, and a few days in our beautiful new headquarters office.

A Typical Day:

Management responsibilities for all staffing and operations, including hiring, work scheduling, performance management, rewards and recognition, training, and career development.

• Lead the 24x7 IOC shift operations and personnel, ensuring network reliability, availability, and compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components. 

• Engage in continuous improvement via regular reporting metrics and use these metrics to drive team and process improvements (including but not limited to processes, technology, team, customer service, methodologies, and capabilities)

• Effectively manage projects to meet deadlines and achieve results

• Provide assistance and communication with other departments and escalation points relevant to the troubleshooting and resolution of customer issues

• Develop and maintain effective relationships with other departments and executive leaders

• Drive staffing, onboarding, training, development and performance management.

• Manage both the productivity and quality of work down to the individual engineer level

• Generate critical reports for Management including, but not limited to, system availability, service level agreements, ticket resolution, and customer issues.

• Set an example of fierce commitment to customer satisfaction

• Subject to on-call 24x7x365; Responsible for managing outages, SLA, uptime, service availability, and root cause analysis of problems.