NOC Manager

Description
Hi, we're Carbyne.
We're on a mission to help emergency call centers save lives every day. As the leader in emergency collaboration technologies, we're building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever and get to the right people, in the right place, at the right time.
We currently provide services to over 400 million people in over eight countries around the world, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on.
About the role:
Carbyne is seeking a Network Operations Center (NOC) Manager (Tier-1) who will be a key member of Carbyne's Support and Operations department. The Manager's primary responsibility is to plan, organize, and manage staff and overall operations to ensure the stability of the organization's infrastructure.
You will report to the Director of Customer Support and work directly with Product Managers, Customer Success Managers, Professional Services Managers, and Customers to help the team provide our customers with the best experience possible when helping answer questions or solve issues.
Responsibilities:

• Lead hiring, training, and nurturing talent across this technical support team by providing coaching, skills development, and career planning
• Manage team performance to over exceed on KPIs related to issue resolution, quality and customer satisfaction
• Work with dashboards and reports to monitor day to day activities as well as identify trends
• Mentor and develop team members based on career path, including internal or customer feedback
• Promote the understanding of new product features to ensure the team is maintaining advanced knowledge
• Provide feedback within the organization about common or emerging issues that can be addressed before they become serious or widespread
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvement
• Be a technical resource for the team
• Ensure the team follows departmental procedures and best practices
• Provides overall expertise with all network operations functions
• Ability to define, implement and enforce configuration management and change management policies and practices
• Handle escalations and manage support from different levels
• Ensure adherence of operational metrics
• Hire, develop, and retain highly responsive and customer focused engineers to ensure the effective operation of the department
• Manage tools, systems and procedures to ensure dynamic management of issues and customer management
• Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization
• Provide procedural training to staff
• Perform performance objectives and performance reviews with all team members

Requirements

• At least 3 years of experience as a NOC engineer in a SaaS company or a 1-year as a NOC Manager
• Proven planning and hands-on expertise in monitoring technologies
• Experienced and proficient with troubleshooting techniques and problem-solving in a Production environment (SaaS/Web)
• Willingness to operate 24/7/365, including during evening, holidays and weekends
• Good understanding and experience with managing incidents and supporting systems
• Ability to build strong relationships among managers, partners, and employees
• Experienced in creating troubleshooting documentation and PlayBooks
• High sense of urgency & escalation paths
• Experienced in generating a variety of reports as requested
• Defining the NOC's team SLAs and KPIs
• Excellent communication skills, with ability to participate in cross-departmental meetings and meetings with Carbyne's customers
• Excellent time management, multitasking, and prioritization skills
• Perceptive, fast learner, and able to perform well under pressure
• Ability to manage real-time incidents with multiple teams

Bonus points for:

• Experience in similar positions and/or SaaS companies
• Experience in using a variety of monitoring tools (Datadog, Rollbar, Kibana, PRTG, SumoLogic, etc.)
• Familiarity with cloud computing (mostly with AWS)
• Student for BSc/BA in Computer Science or equivalent
• Spanish speaker

What else we're looking for:
We're a mission-driven team with a strong set of values. We take them pretty seriously here at Carbyne, and want to make sure that anyone who joins our team takes them seriously, too.
If you grabbed coffee with any of our team members, you would see that we:
Innovate. We think differently and don't lean on standard conventions.
Strive to be better. We're always looking to improve. We define goals and measure ourselves against them regularly.
Take ownership. We own our actions, complete our missions, and hold ourselves accountable for both. We care deeply about the success of Carbyne, our customers, our partners, and each other.
Are customer-first. We focus on making sure our customers are successful, and we build trust and practice full transparency at all times.
Benefits

• Comprehensive health insurance
• 401k, matching up to 4% of your salary
• Unlimited vacation days
• Competitive options plan
• Parental Leave benefit
• Reimbursement for internet and phone expenses
• One-time budget for purchasing home office settings
• Reimbursement for commuter expenses (if you work in the office)
• Provide training opportunities for career development
• Meal plan ($13/day)

Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law. We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.
Note: We're unable to sponsor employment visas at this time.