This role will work on-site 4 days a week at their office in Phoenix and will requite some on call as they operate in a 24/7/365 environment.
Position Title: Technical Operations Center Manager
We are seeking a Technical Operations Center Manager to oversee the day-to-day health, uptime, and reliability of applications, network infrastructure, and associated systems in a 24/7/365 environment. This role focuses on managing Tier 1 incident response and support, while ensuring the stability of critical systems through a continuous improvement mindset.
As the Technical Operations Center Manager, you will be responsible for leading a team of 10 professionals who handle application incidents, network security issues, and general technical problems, ensuring swift resolution or escalation as needed. You will also be responsible for documenting issues, creating reports, and fostering a collaborative culture within the team.
Key Responsibilities:
- Team Leadership: Direct and develop a team of 10 NOC analysts, cultivating a culture of continuous improvement and maintaining 24/7/365 operational coverage.
- Incident Management: Lead the team in handling Tier 1 incidents across network, application, and general infrastructure. Triage and resolve issues, escalating to higher-tier teams when necessary.
- Health & Uptime Oversight: Own the day-to-day monitoring and health of network, server, storage, and infrastructure systems, ensuring the availability and performance of critical services.
- SIEM Tooling: Utilize SIEM (Security Information and Event Management) tools to monitor security events, detect potential threats, and coordinate responses. Experience with Crowdstrike is a plus.
- Process Improvement: Develop and document policies and best practices to ensure service stability. Implement and prioritize process improvements to enhance operational efficiency and standardization.
- Cross-functional Collaboration: Work closely with engineering, operations, and project management teams to negotiate requirements for onboarding new features, functionality, and services.
- Reporting & Analytics: Prepare detailed reports to drive efficiency, innovation, and transparency. Use analytics to quickly identify and resolve outages or incidents.
- On-call Responsibility: Participate in the on-call rotation for after-hours incidents, ensuring 24/7/365 coverage.
Qualifications:
- Experience: Minimum 4+ years of experience managing operations in a 24/7 infrastructure environment, with a focus on incident management, monitoring, and uptime.
- SIEM Tooling: Strong understanding of SIEM tools and experience with Crowdstrike is highly desirable but other tooling can work too
- Technical Expertise: Strong understanding of networks, system administration, and troubleshooting, with extensive experience in networking. Windows expertise is required, and Linux experience is highly preferred.
- Cloud Knowledge: Familiarity with cloud environments, particularly Azure, is a plus.
- Leadership Skills: Proven ability to lead and motivate a team, fostering personal development and operational excellence.
- Process-Oriented: Experience with ITIL V3 or similar frameworks is preferred, with a demonstrated ability to implement process improvements.
- Communication Skills: Excellent written and oral communication skills, with the ability to convey technical details to both internal and external stakeholders, including executive management.
- Collaborative Mindset: Ability to collaborate across departments to drive technical solutions that prioritize functionality, scalability, and reliability.
Preferred Experience:
- Experience in a medium-sized NOC or infrastructure environment focused on incident resolution.
- Project management experience, with the ability to thrive in fast-paced, dynamic environments.
This is an exciting opportunity to manage a NOC/TOC team in a critical role, ensuring the health and uptime of a growing infrastructure. You’ll play a key role in incident management and process improvement while driving innovation within the organization.
