Job Description

About Prime System Solutions:

Prime is a leading provider of IT services, specializing in delivering top talent, service delivery and innovative solutions to its global clientage.

About the Job:

The Senior Network Operations Center (NOC) Manager is responsible for managing and leading their team in providing a consistent level of quality and service to support client systems. The ideal candidate will deliver effective leadership, strategy, follow-up, and direction that aligns with overall company goals. This role requires a proactive, self-driven leader who can continually train and educate employees on people, process, and technology standards while ensuring client satisfaction and operational excellence.

Requirements

Leadership and Team Management:

• Provide overall leadership for the teams under your reporting structure.

• Maintain accountability for reporting Managers overseeing each team.

• Set and manage performance goals for the overall team.

• Proactively manage capacity and ensure the staff requisition process is followed in a timely manner.

• Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance.

• Perform employee reviews, manage headcount, hiring, and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching, and staff development.

• Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance.

Client and Escalation Management:

• Act as an escalation point for critical client issues; communicate and manage communication with customers as needed.

• Communicate with all parties in a constructive manner to guarantee customer expectations are met.

• Provide timely responses and guidance to client requests, either directly if needed or via your team.

• Advocate for the customer in day-to-day operations.

• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident reviews.

• Build relationships with clients and team members and serve as a trusted point of contact.

Operations and Performance Management:

• Responsible for the scheduling, time, and utilization management of team members, ensuring every hour is a profitable hour and that workflows and procedures are being followed.

• Review and manage ticket backlog to ensure services are being correctly scheduled, prioritized, and moving through the system as desired.

• Proactive issue trending and data reporting for the improvement of key metrics.

• Manage team performance and tools to meet or exceed SLOs.

• Liaise with internal and external resources to provide detailed analysis of operations and opportunities for improvement to meet SLAs and internal efficiencies.

• Working with leadership to identify opportunities for process improvement and leveraging data to prioritize the identified opportunities; integrating and interpreting data from diverse sources to drive decision-making.

Self-Management and Professional Conduct:

• Possesses a high level of self-motivation and initiative, consistently taking ownership of tasks and projects.

• Demonstrate a strong sense of autonomy and resourcefulness, capable of making independent decisions and solving problems without relying heavily on coaching or direction.

• Exhibit excellent time management and organizational skills, effectively prioritizing tasks and allocating resources to meet deadlines and achieve objectives without extensive oversight.

• Display a proactive and self-directed approach to learning and staying updated on industry trends, seeking out relevant information and resources to enhance knowledge and skills.

• Show the ability to adapt and thrive in ambiguous or uncertain situations, quickly assessing and navigating challenges.

• Possess strong critical thinking and decision-making abilities, evaluating complex situations and determining the best course of action while considering the broader organizational goals and objectives.

• Demonstrate effective communication skills, both written and verbal, articulating ideas and expectations clearly and concisely.

Additional Responsibilities:

• Collaborate across all departments to maximize overall customer satisfaction.

• Maintain accurate and up-to-date documentation through the change management processes.

• Ensure quality administrative results from your team — including real-time time entry, timely submission of timesheets and expenses, frequent and business-appropriate customer communications, and overall presentability.

• Be a leader within the company: attend staff events, participate in meetings, encourage positive morale, and hold all employees accountable. Set the example for customer service.

• Maintain an in-depth knowledge of the products and services offered.

• Maintain accurate and up-to-date process and departmental documentation.

• Attend training and team meetings as required.

• Perform additional duties as required.

Qualifications and Skills:

• 8+ years of relevant technical experience required.

• 8+ years of relevant management or leadership experience required.

• At least 5 years of relevant IT experience fully supporting customer environments.

• At least 5 years of experience managing and working with the following technologies: Windows Server, Cloud environments including Microsoft 365, Active Directory, GPOs, Routing and Switching, Firewalls, VPNs, Virus and Security, LAN/WAN Technologies, and Virtualization Technologies.

• Experience in supporting infrastructure environments.

• Experience in IT service delivery and managing customer expectations.

• Demonstrable experience in incident, problem, and change management.

• Excellent ability to present information to senior management in a clear and concise way.

• Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally.

• Experience in business analysis and a good understanding of financial concepts.

• Excellent client service skills, with the ability to create and cultivate trust relationships with clients and co-workers, and remain calm in stressful circumstances.

• KPI goals consistently met in current role.

Job Timing: 08:00 AM – 05:00 PM (EST)

Benefits

Market Competitive Salary
OPD
IPD