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Senior Manager, NOC

Senior Manager, NOC

Rancho Bernardo, San Diego, CA (hybrid working model)

Sony PlayStation is seeking a Network Operations Center (NOC) Manager to join our team! The Senior NOC Manager you will oversee all Operational activity of the Team. This position will provide overall direction and leadership to the operational activities of the NOC and it's employees. You will be responsible for leading the team in the completion and documentation of process improvement, maintaining all Key Performance Indicators, following and implementing best practices, monitoring team members' duties time allocations, and interfacing with our clients at all levels. Additionally, you will design, lead, and monitor all NOC Operations projects and product implementations.

You will manage the 24 x 7 command center and coordinate tasks during major service interruptions, ensuring notifications and updates are handled. You will also be responsible for ongoing monitoring and logging consolidation, as well as completing detailed reviews for major network outages. You will coordinate the duty shift table for the NOC operations and carefully allocate staff members (NOC technicians) on different shift duties, ensuring the whole NOC shift works in an efficient and effective manner. The ideal candidate will have solid management skills and a track record for leading teams in a highly technical and process-driven environment.

Responsibilities:

• Manage a team of 15-20 technical staff members.
• Oversee NOC operations whose responsibilities include management, monitoring, alerting and escalations, and documentation of network systems and applications. Responsible for managing and coordinating the NOC team. The main aim for this coordination is to ensure that the PlayStation Network runs efficiently without interruption.
• Primarily deals with users, customers, third party game companies, vendors, engineers and the entire technical team, ensuring that the systems and technology used are constantly upgraded to remain relevant.
• Comes up with innovative solutions to various networking problems and ensures that customer needs are properly defined and satisfactorily met. Implements and evaluates the working of networking systems and stays abreast of new technologies emerging in the industry.
• Prepare, and ensure completion of high-quality professional deliverables to include user guides, technical documents, training documents.
• Develop and manage relationships and communicate with clients and the assigned points of contact on third party services and projects deployments, service, training opportunities
• Develop key metrics for transparency of reporting uptime and informing management, partners and peers about performance and service availability.
• Ensure that up-to-date technical documentation exists for all services and take ownership for reporting.
• Identify root cause on severe network infrastructure issues in order to plan for future prevention and service improvements.
• Responsible for overseeing all administrative tasks, such as employee reviews, time sheets, expenses, etc.

Qualifications:

• Bachelor’s degree in a related field or equivalent work experience.
• 7+ years of IT experience, including at least 4 years of experience supervising staff.
• 4+ years of working in a 24x7x365 Network Operations Center
• General knowledge of IT networks, ISP services, Routing Protocols, Network Management, Firewalls, and Switches.
• Must have demonstrated project management skills, with the ability to manage multiple priorities.
• Ability to interact with and effectively present information to employees, management and customer.
• Must be willing to work with staff on rotating shifts.
• Proven experience with all aspects of incident management lifecycle.
• Demonstrated experience identifying trends derived from network Events and ability to execute the appropriate resolution via Incident Management or Change Management.
• Demonstrated ability to document processes.
• Self-disciplined, self-motivated with the ability to organize and prioritize time effectively.
• Excellent written and verbal communication.

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