Job Details
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?
The NOC Supervisor I will be a key member of the NTT GDC Americas, Inc. DC Operations team. This position will work with all internal business units and practice groups to establish service delivery excellence toward being a world class service organization.
As a member of the DC Ops management team, this individual will collaborate to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Network Operations Center that provides remote level I and level II technical support to users worldwide.
Under the general supervision of the NOC Manager, the NOC Supervisor I is responsible for the daily monitoring and administration of the NOC and associated personnel. This includes Tier 1 support, client service order ticketing from voicemail, email, monitored services platform, technician daily / monthly reporting.
Working at NTT
ESSENTIAL DUTIES & RESPONSIBILITIES
* Management responsibilities:
* Supervises and provides technical guidance for 24/7 technical staff.
* Makes hiring, firing, and review recommendations to management.
* Contributes to employee performance appraisal process under the guidance of the NOC manager.
* Develops training plans for NOC staff and facilitates cross-training and peer mentoring.
* Participates in the development of policies, standards and procedures for the NOC.
* Ensures approved policies, standards and procedures are followed in the NOC.
* Operates as any lower level NOC Technician; responsible for assuming the workload and shift requirements for personnel if required.
* Operational responsibilities:
* Manage scheduling for Network Operations personnel
* Oversees and monitors the performance of assigned computing systems through subordinates; ensures systems are managed to client SLA requirements.
* Manages and communicates incidents impacting SLAs.
* Responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
* Maintains, develops and improves reporting capabilities in the NOC; makes regular reports to management on compliance with SLA objectives.
* Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
* Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
* Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.
* Leads, contributes to, and provides technical QA for outage post mortem analysis.
* Leads and participates in technical troubleshooting calls.
* Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
* Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.
* Client management responsibilities:
* Manages client operational calls and runs critical incident calls.
* Contributes to production of scheduled management reports.
* Handles escalations and client requests for information.
* Vendor management responsibilities:
* Ensures QA and measurement of vendor compliance with negotiated and guaranteed Service Levels and delivery targets.
KNOWLEDGE, SKILLS & ABILITIES
* A good understanding of the principles of service support as defined in the ITIL framework.
* Working knowledge of enterprise ticketing systems.
* Knowledge of Managed Services products within the IT field.
* Knowledge of Datacenter and collocation products and services.
* Possess strong problem solving, conflict resolution and critical thinking skills.
* Possess strong written and verbal communication skills.
* Outstanding customer service skills.
* Excellent interpersonal skills.
* Excellent telephone manner.
* Ability to work well under pressure.
* Flexible and adaptable to meet the team's needs.
* Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
* Must have the ability to work independently and be an effective contributor to a diversified team.
* Sense of ownership and accountability.
#GLOBALCAREERSDATACENTERS
What will make you a good fit for the role?
EDUCATION & EXPERIENCE
* Associates degree preferred or equivalent work experience to meet requisite skill level, normally obtained with 3-4 years of related experience.
* Experience in managed services or data center services as a provider.
* No direct supervisory experience is required, but a minimum 3 years' experience working in Network Operations or Help Desk environment is required.
* A baseline technical aptitude in the following:
* Help Desk Windows experience.
* IP Networking
* Familiarity with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, wireless connectivity, and remote access.
* Familiarity with HDI and ITIL best practices.
PHYSICAL REQUIREMENTS
* Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
* Able to climb ladders and work on raised platforms.
* Able to hear and speak into a telephone and 2-way radio.
* Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
* Ability to work in confined spaces.
* Requires ability to lift and carry objects weighing up to 50 pounds.
* Requires the ability to kneel, stand, walk great distances, climb stairs/ladders.
* Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
* Able to hear and speak into a telephone and 2-way radio/ear bud.
WORK CONDITIONS
* Standard office environment.
* Work on site; no telecommuting.
* Must be willing to travel 10-15% of the time.
SPECIAL REQUIREMENTS
* Responsible to carry a cell phone and provide 24 x 7 support as needed.
* Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support.
* Must be able to respond to emergency situations at the data center.
* Must be comfortable working in a highly critical, fast paced environment shifting priorities.
* Must possess a current, valid state-issued driver's license.
This position requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend will be provided to cover expenses incurred for using a personal device, if applicable.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is $83,000 - $114,000.
All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.
Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
* Being part of a global pioneer - where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
* Being at the forefront of cutting-edge technology - backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
* Making a difference - by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
* Being your best self - in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
* Having ongoing opportunities to own and develop your career - with a personal and professional development plan and access to the broadest learning offerings in the industry.