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NOC Manager

Overview

ZeniMax is looking for an experienced, partner-focused NOC manager to coordinate and oversee the Network Operations Center and take an active role in how we support live games. In this role, you will work closely with internal and external teams to drive the success of work related to 24/7 support, launches, outages, and continuous improvement.

As a NOC Manager, you will work with your team to oversee the Incident Management, problem management, request fulfillment, and continual service improvement processes. Your primary responsibilities include managing an organization that is responsible for 24/7 support of multiple applications, services, and studios. You’ll be developing strategic initiatives to grow the team, department, and company through accountability, training, coaching, and mentoring. You’ll also be creating structured process that allows for timely delivery on objectives in a NOC environment and using your strong analytical capabilities to create the visibility into the work that the NOC team does and recommend improvements that make the team more effective.

We are looking for someone with extensive experience leading and managing NOC Administrators. The successful candidate for this position will be capable of and motivated to learn on their own. This skill is essential to getting up to speed quickly and continuing to grow within the company. The ability to work well in a team environment and communicate effectively with people of varying technical knowledge is essential. You will be responsible for the team and ensuring that they are focused on the appropriate tasks. We operate in an extremely fast paced environment so the ability to prioritize quickly and write/follow processes and procedures will be required. We are supporting MMOs and Services that need to be availability 24/7 so schedule flexibility in this role will be needed to ensure our customers can always have access to a world class experience.

Responsibilities

• Create and maintain a cohesive team that understands the company, department vision, and direction
• Create and direct a culture of coaching and feedback and hold team accountable to carry out initiatives which promote those endeavors
• Own the global Incident, Problem, and Request fulfillment processes
• Create and maintain a communication mechanism to ensure that stakeholders are well-informed of NOC activities and business impacts
• Ensures the accurate tracking and reporting of service availability to stakeholders in order to effectively communicate the health of our systems and services
• Maintain a detailed understanding of NOC service offerings, delivery processes, and technical capabilities
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to line management
• Build and foster relationships with internal partners, and educate internal partners on NOC service offerings, processes, and requirements including service level agreements
• Analyze operational metrics and work with partner teams to identify and respond proactively to trends, performance, and capacity needs
• Set and maintain standards/service levels for all NOC services, as well as use continual improvement practices to create a better NOC experience

Qualifications

• 4+ years’ experience in IT infrastructure related field, preferably within a multi-customer or managed services environment
• 3+ years’ combined experience leading & managing operations teams
• Minimum 3+ years of project management experience.
• Minimum 3+ years of experience working with monitoring (ex. Nagios, New Relic, Splunk) and ticketing systems (ex. Service Now, JSM, OpsGenie).
• Proven tolerance for ambiguity and a willingness to jump in and assume tasks to support the success of the team
• Capable of acting as a procedural escalation point for the NOC system administrators and internal customers.
• Strong leadership skills with demonstrated ability to build, motivate and inspire individuals
• Outstanding ability to diagnose problems which could be related to process, technology, or people and put in place actions/measures to address and prevent future issues
• Excellent communicator in both written and oral mediums, including presentations to leadership
• Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative
• Proven ability to analyze and report on trends, areas of success, and needs to leadership based on data to drive data informed decision making
• Experience implementing and maintaining NOC processes and procedures.
• Experience creating, maintaining, and administering NOC training and development programs
• Experience building and maintaining relationships with supporting teams and customers
• Experience developing ways to monitor and measure the performance of a NOC

Preferred Skills

• Experience with the software development lifecycle
• Experience with and confident in cross functional collaboration
• Prior experience with and a solid understanding of private cloud (VMWare) and public cloud (Azure, AWS)
• International experience/global mindset – self-awareness of communication styles and cultural differences
• Prior ITIL experience or certification
• Experience working in a SaaS or Managed Services environment
• Experience using Jira or equivalent

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