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Network Operations Center (NOC) Lead

Overview

Bethesda.net is seeking a self-driven NOC Lead who focuses on leading the team to provide high quality, urgent response times, and foster a healthy team culture. Leading the front line, emotional intelligence is a must, as your mission will be to provide the best support to partner studios to provide the best player experience in the industry. You will be one of a handful of leaders guiding the centralized NOC support center, which operates 24/7. The team is integrated into several critical titles, products, and services across the company. Your time will be spent assisting and growing the team, owning projects to make the NOC a well-oiled machine, and interfacing with customers and partner teams to solve problems.

*This is position you will be supporting a 24/7 environment. The NOC Lead will work the 1st or 2nd shift and will be required to support 3rd shift on an as-need basis.

Responsibilities

• Understanding of ITIL Framework for Operations / Service Desk responsibilities ranging from incident management, service request fulfillment, problem management, alert management and P1 management
• Ability to write and hold the team accountable for processes such as Knowledge Base Articles (KBs) and Standard Operation Procedures (SOPs)
• Ability to provide constructive, direct, and actionable feedback to the team based on work performance metrics
• Capability to facilitate meetings whether they are 1x1s, team-wide, departmental, and/or with partners and customers outside of our team
• Skills in coordinating resources in live operations by successfully prioritizing and delegating critical work in a fast-paced environment
• Ability to execute in quality project work through critical thinking and implementation of sustainable solutions
• Technical experience across various infrastructure types (physical, cloud-based) and their monitoring tools (New Relic, Splunk, etc.
• Offers weekly rotational on-call availability for the team to assist with critical issues
• A strength in time management best practices to ensure you are prioritizing the most critical work (timeboxing, Eisenhower method, planning, aiming for great and not perfect)

Qualifications

• Minimum 3+ years NOC System Administration or Help Desk experience
• Minimum 3+ years NOC Leadership or Operation Management experience
• Minimum 2+ years of Project Management experience
• Minimum 2+ years of tools and monitoring experience and ticketing systems
• Minimum 2+ years of experience working with cloud hosting services (ex. AWS or Azure)
• Experience with Jira and Jira Service Desk is preferred
• Experience developing ways to monitor, measure, and report the NOC’s performance
• Experience building and maintaining relationships with supporting partners and customers

Salary Range

Network Operations Center (NOC) Lead - The typical base pay range for this position at the start of employment is expected to be between $70,000 - $140,000 per year.

ZeniMax has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.

At ZeniMax certain roles are eligible for additional rewards, such as merit increases and discretionary bonuses. These awards are allocated based on individual performance and are not guaranteed. Benefits/perks listed here may vary depending on the nature of employment with ZeniMax and the country work location. U.S.-based employees have access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid vacation time, paid sick and mental health time, and several paid holidays, among others.

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