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Operations Manager - Network Operations Center (NOC)

Position Summary:

The Operations Manager (NOC) will focus on hiring, developing & enabling their team to be high performing, collaborative, and continuously learning. This role within our DevOps organization will lead a team of Operations Engineers to provide best-in-class service to our stakeholders through both tactical and strategic measures to ensure all TPCi systems/applications run smoothly and at high levels of availability. This includes project-based work such as research/implementation of new OPS-related products and creation of/improving existing processes, as well as non-project related work including Incident Management and configuration of alerts/monitors for supported services. Further, the Operations Manager will focus on team growth via hiring a team of Operations Engineers, as well as providing leadership, coaching and mentorship to their team - all this whilst collaborating with all other teams throughout our Technical Organization as well as several other teams throughout TPCi.

What You Will Do:

• Recruit, develop, and retain staff while building and fostering a culture of collaboration, data-driven decisions, and continuous learning.
• Help establish/maintain regular communication and hand-off processes with our US-based NOC.
• Provide hands-on support as needed, especially during the initial growth period of the NOC.
• Create personalized development plans for members of your team to enable opportunities for growth & new capabilities.
• Build relationships within the Technology Department to ensure alignment on priorities and effective collaboration on projects.
• Partner with our technical leads to solve complicated problems, identify & reinforce technical direction, and establish clear priorities.
• Support your team by handling escalations, unblocking impediments, and managing the team's backlog of projects/tasks.
• Manage your teams on-call rotation and ensure our high standards for the operability of our services is met.

What You Will Bring:

• Bachelor’s degree in relevant field or equivalent working experience and 3+ years managing a NOC/Operations Center.
• Experience utilizing infrastructure and services in Amazon Web Services (AWS) preferred.
• Strong background with Incident Management practices and processes, including performing duties as an Incident Manager.
• Thorough understanding of OPS concepts & culture, with a focus on how we can best support our stakeholders and service owners.
• Experience using monitoring, metrics, and logging tools such as New Relic, Sumo Logic, AWS CloudWatch, Grafana and Splunk.
• Functional knowledge and experience including but not limited to: Development practices, Information Security principles, Vendor Management, Executive Communications, and Data Analytics.
• Experience in the video game or trading card game industry is a plus.

How You Will Be Successful

• Communication: Impeccable written and verbal communication with ability to translate technical information in a non-technical format.
• Bias for Action : You have an eagerness to take initiative and persist in accomplishing objectives despite obstacles and setbacks. You work to resolve requests and incidents with a high sense of urgency and ownership.
• Problem Analysis/Decision Making : You possess strong analytical, reasoning, and problem-solving skills and the ability to determine the best course of action with regard to resolving issues yourself or escalating as appropriate.
• Great people skills : You know the “how” is as important as the “what” and you aim to build effective relationships across the organizations, as well as externally with 3rd parties. You are mindful of diverse perspectives and engage clients in a professional manner.
• Teamwork and Collaboration : You love working as part of a team where you collaborate with others on a daily basis; you have the ability to successfully work with teams across departments with conflicting priorities.
• Passion & Pride in your work : You love what you do and how you can add value to your clients; You ensure consistency and quality of your work and take a methodical approach to troubleshooting and resolution.
• Logical and analytical: You’re able to distill and synthesize complex ideas into concise, meaningful information to clients. You’re adept at prioritization and project management with attentiveness to detail and consistent follow through.
• Growth mindset : You thrive in a dynamic and fluid environment because you are a self-starter who is eager to learn, grow and build something great together; building and enhancing programs appeals to you. You have a desire to stay current on technology trends and Information Technology concepts.
• Work Excellence : You love what you do and how you can add value to your clients. You ensure consistency and quality of your work, ensuring attention to detail, and take a methodical approach to troubleshooting and resolution.

What to Expect:

We offer a professional, fun, and creative work environment. While we maintain a good balance between work and life, additional hours may be required at peak times or for specific initiatives.

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of people so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

This role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.

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