Supervisor, Network Operations Center (NOC), Night Shift - AppDirect

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

The Network Operations Center (NOC) Supervisor leads a team of NOC analysts performing incident and problem management for managed interfaces and managed security sites with circuits varying in size from T1’s to DS3 of various technologies. The role relies heavily on knowledge and understanding of monitoring and ticketing platforms to effectively troubleshoot and resolve issues. The NOC Supervisor interacts regularly with and is an advocate for all customers with whom he/she is working and who have subscribed to AppDirect’s Managed Network Services. This position requires a strong customer focus and an ability to deal with different customer requirements and priorities.

This role supervises direct reports and requires strong leadership skills and the ability to guide and develop teams. The leader will be a positive force of change within the organization with the ability to work in a matrix and cross functional led group to improve our business.The NOC is an integral part of AppDirect’s 24x7x365 operational environment. This position may require occasional shift rotation to cover holidays, weekends, and other normal scheduling requirements as needed to support the business. Flexibility to work any shift as needed is required.

What you'll do and how you'll have an impact

• Supervise a team of NOC analysts who own, triage, and resolve customer network (WAN/LAN) related trouble tickets to successful completion
• Provide coaching, guidance, training, and actionable feedback to team members
• Support, enable and lead his/her team in order to achieve the individual’s, team, department and company goals and objectives
• Take ownership and accountability of team support and adherence to NOC performance objectives and KPIs
• Participate in escalations and incident command bridges, hypercare, and major incidents when required
• Work with other leadership within the department and AppDirect to define, design and implement efficient processes required to deliver our core services
• Understand and use network monitoring tools such LogicMonitor to assist in troubleshooting or analyzing network issues and performance
• Converse with technical and non-technical contacts depending on the situation
• Perform regular 1-on-1s and/or listening sessions with direct reports
• Ensure effective ticket management is being performed including but not limited to queue management, timely ticket documentation, proper hand-off to other analysts, teams, 3rd parties, etc., communications to customers, ticket resolution
• Work both autonomously and also as part of a team, assisting, when necessary, on customer issues, process enhancements, and other needs
• Lead by example through actively working through incidents and adhering to established Service Level Objectives and/or Service Level Agreements when required
• Participate in leadership on call rotation for weekends, holidays, and other events

What we're looking for

• Minimum of 5 years NOC experience or relevant other operations and support experience, At least one (1) year of experience supervising direct reports
• Worked as an analyst or supervisor supporting data networks and telecommunications functions in mid-size enterprises including technologies such as VPN, ADI, MPLS, Ethernet, Cellular, Broadband, Wireless (WWAN), Multilink T1s
• Advanced knowledge of TCP/IP protocols and ability to troubleshoot issues remotely
• Demonstrable experience with routing, and troubleshooting routing issues with BGP, IGRP, RIP, and OSPF
• Must be knowledgeable in NAT, access-lists, policy-based mapping, traffic shaping, and priority queuing
• Experience in command line configuration using two or more of the following product lines: Cisco, SonicWall, Juniper, ADTRAN, Meracki, Fortinet, or other relevant technologies
• Advanced knowledge of DNS, DHCP, VRRP, HSRP, VLANs, and InterVLAN routing.
• Knowledge of network monitoring & traffic capturing tools (e.g., WireShark, Zenoss, LogicMonitor)
• Strong understanding of the OSI Model, SD-WAN, Transport, and TCP/IP
• Ability to interact, communicate and collaborate with internal/external customers, service providers and field technicians
• Large enterprise LAN/WAN environment or telecommunications company experience preferred
• Bachelor's degree in Computer Science, Information Systems, or related discipline
• Experience working in a Managed Services organization a plus
• Experience with ServiceNow and monitoring tools such as Logic Monitor or Zenoss
• Possess or being working towards ITIL v3 or v4 Foundations Certification
• Relevant technical certifications a plus i.e., CCNA, Network+, etc.
• Conceptual knowledge of Security Operations or experience is a plus

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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Last updated: 17 hours ago