NOC Supervisor

AHEAD is a Data Center Infrastructure partner, providing clients with the resources and insight to overcome any technical obstacle, enabling business agility and success. Combining innovative technologies with documented best practices, our highly trained technical team will help you assess, design, implement and run your next-generation environment. …

The Network Supervisor is responsible for monitoring of client infrastructure with provided tools, incident management including triage, response and escalation of incidents based on severity, service request management and change management for Managed Services customers.

Roles and Responsibilities

• Monitor customer network and IT infrastructure
• Incident management via ITIL based ITSM (ServiceNow)
• Answer phone calls from select client contacts to open new or check status of existing incidents
• Performs troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed
• Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to:
• Server – Windows/Unix/Linux
• Backup/Replication
• Cloud
• Exchange/O365 server issues
• Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
• Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
• Performs analysis of event management system alerts to ensure devices are tuned properly
• Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including (but not limited to) IOS upgrade, switchport shut/no-shut, etc.
• Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
• Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution
• Create and maintain system and process documentation in appropriate knowledgebase.
• Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
• Assist with cross training of other NOC team members as needed

Qualifications and Experience

• At least 10+ years of operational experience in multiple technologies, including all of the following:
• Networking technologies including (but not limited to) Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred.
• Experience with general technologies such as servers, storage, virtualization and cloud
• Proficient use of all Microsoft Office applications
• Experience working with an ITIL based ticketing system tool – ServiceNow helpful
• Experience with at least one IT observability/monitoring tool or technology (Elastic, LogicMonitor, Solar Winds, etc)
• Experience with Elastic observability strongly preferred

Preferred Certifications

• Elastic Observability (ECOE)
• Logic Monitor Certified Associate (LMCA)
• Microsoft Certified Solutions Expert (MCSE)
• Microsoft Certified Professional (MCP)
• Red Hat Certified System Administrator (RHCSA)
• Linux Certified Administrator (LCA)
• Cisco Certified Associate (CCNA)