Align Communications

Technical NOC Manager, Managed Services

Network Engineer in Piscataway, NJ

Posted 2019-11-21

Position Overview

We are looking for a knowledgeable and experienced senior network operations center (NOC) technical resource, preferable with solid Managed IT Services Provider (MSP) experience. Prior management experience is preferred, but minimally some supervisory or team leadership experience is required. The ideal candidate will be a hands-on, technically savvy NOC Manager with strong Remote Monitoring & Management (RMM) experience. The NOC Technical Manager will supervise the NOC team and act as a lead technical resource for our IT operations team providing technical leadership, guidance, recommendations, and escalation support. All day-to-day procedural, process or technical escalation will be addressed to the NOC Technical Manager. This role is expected to act as a senior technical resource on the Managed Services Team assisting and collaborating with other Engineers on various day-to-day issues that arise, while serving as a technical escalation point within the NOC. We are looking for someone with the experience to reduce “the noise” through automation, process creation, training, or other means. The NOC Technical Manager will evaluate what we are doing across our tools and processes to provide recommendations to make our NOC team as efficient and effective as possible, with a goal of standardizing all repeatable tasks within the team for optimal and efficient service delivery. This role will work closely with the Director of Managed Cloud Solutions and the Director of Business Operation for Managed Services to help the MSP team navigate and manage our suite of technology products which are used to support our end customers. The NOC Technical Manager will research, recommend and architect standardized technical solutions as business needs evolve. Ideal candidates will have the ability to quickly grow into the Remote Monitoring & Management (RMM) subject matter expert (SME) for the firm, responsible for architecting, developing and implementing RMM tools and processes. An excellent candidate will be passionate about technology and will constantly keeping up-to-date with advancements within the IT/MSP/RMM field. Strong client relationship and communication skills are a critical part of this role.

The NOC Technical Manager will be based in our Piscataway, NJ Data Center, however, this person may be required to come to the New York City office occasionally for key meetings
This is a full-time employment position offering comprehensive benefits, 401K Matching, a competitive salary, paid training and performance-based bonuses

Manage day-to-day NOC technology operations within Align’s Managed Services, including monitoring service delivery and handling any issues or escalations
Oversee the monitoring of customer servers and networks to ensure system access meets and exceeds Service Level Agreement (SLA) requirements and business systems availability targets
Act as the Remote Monitoring & Management (RMM) subject matter expert (SME), responsible for architecting, developing and implementing RMM tools and processes to enhance monitoring and remote management capabilities
Create monitoring sets for monitoring and automation
Work as an escalation point for RMM issues and help resolve technical issues within the NOC, SOC and Service Desk Teams
Ensure proper installation, integration configuration and fine tuning of all RMM / Monitoring / NOC software, tools, and technologies
Identify areas of opportunity for process or technology improvement, provide leadership and develop plans to meet these objectives
Problem solve and identify incident root cause issues, then work to eliminate recurring issues
Provide operational management for team member workloads and utilization, timesheet and expense approvals.
Ensure optimal business utilization of team members through efficient service delivery
Ensure recurring/preventative maintenance plans are defined, implemented and executed
Provide training, direction and oversight to our NOC Team of Engineers and Technicians
Provide Tier 3 technical assistance and act as a top-level support resource with issues escalated by other technicians and engineers
Oversee and provide hands-on technical guidance for escalated production incidents, root cause analysis and subsequent actions to improve handling and early detection
Ensure new customers are on-boarded with a seamless handover / transition into Managed Services
Develop and provide incident reports for any major customer incidents
Confirm documentation for all Managed Services clients is updated and maintained
Instill a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues
Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver more effective service
Continually evaluate RMM and Automation tools to stay ahead of the curve and help with the longer-term goal of continued automation of manual processes
Research, recommend and architect standardized technical solutions as the Managed Services business scales
Schedule and perform quarterly strategy meetings with the Managed Services leadership to drive innovation initiatives, provide advice on using technology to achieve goals, and guide continual improvement to our Managed Services
May rarely be required to take part in the on-call rotation, as the team scales
Occasional travel to client locations throughout the country may be required

Bachelor's degree in Computer Science, Computer Engineering or equivalent experience
8+ years of IT Operations or Network Operations (NOC) or Security Operations (SOC) experience, preferably within the IT Managed Service (MSP) industry
2+ years of experience in a supervisory or management role within a NOC or SOC
Strong IT Operations background including end-user support, server, networking and data center experience
RMM experience with the ability to create monitoring sets for workloads and automation scripts is required
Advanced experience with Microsoft Azure monitoring is strongly preferred
Advanced knowledge of ConnectWise Manage, Automate, and Control is strongly preferred
Advanced knowledge of LogicMonitor or Auvik (RMM Tools and Scripting experience) is strongly preferred
Advanced level of experience managing environments with multiple configurations is a must
Experience providing ‘Best in Class’ solutions leveraging MSP RMM/PSA tools, technology and software
Prior successful experience maximizing process efficiency through effective team leadership and collaboration is strongly preferred
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
Advanced knowledge and experience working with of Exchange, Microsoft Azure, O365, Active Directory, and DNS
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
Knowledge of IT security, compliance and data protection operations and legislation (e.g. HIPAA, GDPR, SOX, PCI, etc.), is preferred, but not required
Excellent troubleshooting skills and the ability to teach others how to perform systematic troubleshooting in a timely manner
Some relevant certifications preferred: Microsoft, Azure, Cisco, and/or VMware
Strong project management skills
Proven communication, writing and organizational skills with the ability to effectively communicate at all levels within an organization
Customer facing with excellent social skills and “bedside manner”
An analytical mind with problem-solving abilities
Strong desire and keen interest to constantly learn
Meticulous and detail oriented
Willingness and ability to teach and train others
Ownership of assigned issues and effective, timely completion of tasks

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