To help continue our rapid growth and solve our clients’ toughest problems, we need a NOC Manager to lead our Network Operation Center team.&nbsp;If you love to solve tough problems, lead teams, and provide excellent client service, please consider what your typical days might look like… <ul>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">You will report to the Director of Managed Services.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Oversee all NOC Operations and monitoring staff</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ensure all critical incidents and monitoring are in place.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Manage all procedures related to identification of and prioritization of critical incidents, including the monitoring, tracking and coordination of incident response.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Establish and enforce incident response or escalation service level agreements in consultation with internal and external clients to establish resolution expectations and timeframes.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Analyze performance of activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Regularly iterate on the incident and escalation processes using data gathered about the frequency and severity of incidents.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Examine, refine, and develop the existing monitoring and response metrics.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ensure appropriate training initiatives for new and existing staff.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Oversee automation of internal controls and centralize logging and reporting.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Lead major incident response teams for the duration of escalated incidents.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Design and enforce request handling and escalation policies and procedures.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Coordinate the transfer to the problem management process where necessary.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Evaluate monitoring alerts and problem situations, resolving as required.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Work with other team members to resolve major incidents and ensure timely resolution.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Monitor infrastructure components, such as network devices, servers, and other business services as required.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Provide data and reporting of KPI’s and trends to the Director of Managed Services and other business partners on a regular schedule or as needed.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Manage day-to-day NOC technology operations to align with managed services teams, including monitoring service delivery and handling any issues or escalations.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ensure proper installation, integration configuration and fine tuning of Monitoring / NOC software, tools, and technologies.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ensure recurring/preventative maintenance plans are defined, implemented, and executed.</li>
</ul> Qualifications<ul>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">You should have 8+ years’ IT experience in addition to a Bachelor’s degree in Computer Science or related field.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">At least 5+ of those years’ experience should be working as a member of a NOC or with a Managed Service Provider.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">At least 3+ of those years should be in a supervisory role.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">You should possess ITIL Strategic Leader</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">You should possess expert level background in IT Operations including end-user support, server, networking, and data center experience.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Advanced knowledge in development and maintaining of Network Monitoring, Remote Management and Monitoring, Remote Access, Professional Services Automation, and reporting systems.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Expert knowledge and understanding of event/alert management, incident and change management processes.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Broad experience with various operating systems, databases, virtualization, and cloud computing.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Understanding of operating platforms, connectivity, security, and information storage.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Knowledge and experience working with of Exchange, Microsoft Office 365, Active Directory, and DNS.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Good working knowledge of Unix and Linux Operating Systems.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Must be strong in MS Windows, both server and desktop.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Experience in Network and Systems Management.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Experience with network equipment and LAN/WAN configuration: Domains, TCP/IP, VPN's, switch and firewalls, wireless access points, and other networking equipment.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Strong operational knowledge of VMWare and VSphere of comparable virtualization solutions.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Strong operational knowledge of AWS, GCP, G Suite, Microsoft Azure, and O365 environments.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Ability to develop and manage service level reporting.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Knowledge of IT security, compliance and data protection operations and legislation NIST CSF, NIST 800/53, ISO 2700x, and SOC, HIPPA, or PCI DSS.</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Excellent troubleshooting skills and the ability to teach others how to perform systematic troubleshooting in a timely manner.</li>
</ul> Additional Information What you should know about KSMC:<ul>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">KSMC employees work hard. We solve big problems, serve lots of clients, and are generally engaged throughout the entire workday and beyond.&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">We compensate well and show our appreciation in lots of ways&nbsp;including Thursday Throwdowns, quarterly employee events, Community Day, and family outings.&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">We have a great benefits package including&nbsp;a&nbsp;Self-Managed PTO&nbsp;Policy.&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Our snack room is well stocked with healthy drinks and food to keep you going during your&nbsp;work day.&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">Our comprehensive wellness program includes team recreation activities and wellness reimbursement.&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">KSMC values lifelong learning and encourages all team members to continue to grow through formal and informal paths that include an Educational Assistance&nbsp;Program.&nbsp;&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">We&nbsp;emphasize&nbsp;your career advancement and development&nbsp;and set aside intentional time twice a year to evaluate your progress and goal&nbsp;set together, including your career growth track.&nbsp;</li>
<li style="margin: 0px; font-stretch: normal; font-size: 12px; line-height: normal; font-family: &quot;Helvetica Neue&quot;;">We pride ourselves in having the best talent in the industry and hope that&nbsp;you’re&nbsp;up for the challenge!&nbsp;</li>
</ul>

To help continue our rapid growth and solve our clients’ toughest problems, we
need a NOC Manager to lead our Network Operation Center team. If you love to
solve tough problems, lead teams, and provide excellent client service, please
consider what your typical days might look like…

  

  * You will report to the Director of Managed Services.
  * Oversee all NOC Operations and monitoring staff
  * Ensure all critical incidents and monitoring are in place.
  * Manage all procedures related to identification of and prioritization of critical incidents, including the monitoring, tracking and coordination of incident response.
  * Establish and enforce incident response or escalation service level agreements in consultation with internal and external clients to establish resolution expectations and timeframes.
  * Analyze performance of activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  * Regularly iterate on the incident and escalation processes using data gathered about the frequency and severity of incidents.
  * Examine, refine, and develop the existing monitoring and response metrics.
  * Ensure appropriate training initiatives for new and existing staff.
  * Oversee automation of internal controls and centralize logging and reporting.
  * Lead major incident response teams for the duration of escalated incidents.
  * Design and enforce request handling and escalation policies and procedures.
  * Coordinate the transfer to the problem management process where necessary.
  * Evaluate monitoring alerts and problem situations, resolving as required.
  * Work with other team members to resolve major incidents and ensure timely resolution.
  * Monitor infrastructure components, such as network devices, servers, and other business services as required.
  * Provide data and reporting of KPI’s and trends to the Director of Managed Services and other business partners on a regular schedule or as needed.
  * Manage day-to-day NOC technology operations to align with managed services teams, including monitoring service delivery and handling any issues or escalations.
  * Ensure proper installation, integration configuration and fine tuning of Monitoring / NOC software, tools, and technologies.
  * Ensure recurring/preventative maintenance plans are defined, implemented, and executed.

****  

**Qualifications**

  * You should have 8+ years’ IT experience in addition to a Bachelor’s degree in Computer Science or related field.
  * At least 5+ of those years’ experience should be working as a member of a NOC or with a Managed Service Provider.
  * At least 3+ of those years should be in a supervisory role.
  * You should possess ITIL Strategic Leader
  * You should possess expert level background in IT Operations including end-user support, server, networking, and data center experience.
  * Advanced knowledge in development and maintaining of Network Monitoring, Remote Management and Monitoring, Remote Access, Professional Services Automation, and reporting systems.
  * Expert knowledge and understanding of event/alert management, incident and change management processes.
  * Broad experience with various operating systems, databases, virtualization, and cloud computing.
  * Understanding of operating platforms, connectivity, security, and information storage.
  * Knowledge and experience working with of Exchange, Microsoft Office 365, Active Directory, and DNS.
  * Good working knowledge of Unix and Linux Operating Systems.
  * Must be strong in MS Windows, both server and desktop.
  * Experience in Network and Systems Management.
  * Experience with network equipment and LAN/WAN configuration: Domains, TCP/IP, VPN's, switch and firewalls, wireless access points, and other networking equipment.
  * Strong operational knowledge of VMWare and VSphere of comparable virtualization solutions.
  * Strong operational knowledge of AWS, GCP, G Suite, Microsoft Azure, and O365 environments.
  * Ability to develop and manage service level reporting.
  * Knowledge of IT security, compliance and data protection operations and legislation NIST CSF, NIST 800/53, ISO 2700x, and SOC, HIPPA, or PCI DSS.
  * Excellent troubleshooting skills and the ability to teach others how to perform systematic troubleshooting in a timely manner.

****  

**Additional Information**

  

What you should know about KSMC:

  * KSMC employees work hard. We solve big problems, serve lots of clients, and are generally engaged throughout the entire workday and beyond. 
  * We compensate well and show our appreciation in lots of ways including Thursday Throwdowns, quarterly employee events, Community Day, and family outings. 
  * We have a great benefits package including a Self-Managed PTO Policy. 
  * Our snack room is well stocked with healthy drinks and food to keep you going during your work day. 
  * Our comprehensive wellness program includes team recreation activities and wellness reimbursement. 
  * KSMC values lifelong learning and encourages all team members to continue to grow through formal and informal paths that include an Educational Assistance Program.  
  * We emphasize your career advancement and development and set aside intentional time twice a year to evaluate your progress and goal set together, including your career growth track. 
  * We pride ourselves in having the best talent in the industry and hope that you’re up for the challenge! 

