Manage the NOC operations, respond to incidents, ensure service issue resolutions, and lead a team to maintain high service availability.
Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* The Network Operations Center (NOC) provides 24x7x365 monitoring, email and phone coverage for two data centers and customer premise data centers. In addition to the NOC's key role in responding to all generated alerts, the NOC is the first point of contact for immediate support issues: it plays a key role in triaging, driving notification, troubleshooting, escalating, and tracking any issues that occur in production environments. This position will provide 24x7 operational services by deploying tools and implementing disciplined processes to provide the highest level of availability for Managed Services customers. The NOC is responsible for service related issues impacting customers (external and internal). This person will lead and manage NOC staff and develop strategies to support and monitor services provided from multiple data centers.
* What you will do:
* Respond to and record data center incidents.
* Resolve data center support incidents quickly.
* Respond to monitoring alerts, phone calls and emails.
* Escalate incidents appropriately.
* Troubleshoot to determine cause.
* Ensure all service calls, regardless of assignment, are closed.
* Interact with customers during service management.
* Perform Q/A on data center service call documentation and/or management.
* Assign Situation Manager as needed.
* Ensure that any Severity 1 or Severity 2 incident are escalated to Level 2 within 15 minutes (maximum), if Level 1 cannot be resolved in that timeframe.
* What we expect of you:
* Bachelor's Degree and 5 years of relevant experience, OR
* 9 years of related consulting or IT services delivery experience
* Previous consulting leadership experience required
* Service Desk/Help Desk Management experience including oversight of support operations, ticketing systems and performance metrics
* Process management and improvement
* Ability to lead teams and gain consensus
* Ability to communicate effectively and concise both orally and written using a variety of styles and techniques appropriate to the audience
* Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
* Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
* Ability to identify and creatively resolve client, project and people issues
* Proven negotiation skills
* Knowledge of IBM, Cisco, Microsoft, HP, or Dell products and services
* Experience working with vendors and business partners
* Ability to lead and manage to ensure attainment of critical results
* Ability to compute, analyze and interpret complex statistical data for reporting purposes and/or to develop forecasts.
* Ability to act as a trusted advisor in a strategic partnership
* Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites
* Ability to understand, remember, and apply oral and/or written instructions or other information
* Ability to multi-task, organize, and prioritize
* Experience in ITIL, a plus Pay range: $94,000 - $171,640 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-TP1
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* The Network Operations Center (NOC) provides 24x7x365 monitoring, email and phone coverage for two data centers and customer premise data centers. In addition to the NOC's key role in responding to all generated alerts, the NOC is the first point of contact for immediate support issues: it plays a key role in triaging, driving notification, troubleshooting, escalating, and tracking any issues that occur in production environments. This position will provide 24x7 operational services by deploying tools and implementing disciplined processes to provide the highest level of availability for Managed Services customers. The NOC is responsible for service related issues impacting customers (external and internal). This person will lead and manage NOC staff and develop strategies to support and monitor services provided from multiple data centers.
* What you will do:
* Respond to and record data center incidents.
* Resolve data center support incidents quickly.
* Respond to monitoring alerts, phone calls and emails.
* Escalate incidents appropriately.
* Troubleshoot to determine cause.
* Ensure all service calls, regardless of assignment, are closed.
* Interact with customers during service management.
* Perform Q/A on data center service call documentation and/or management.
* Assign Situation Manager as needed.
* Ensure that any Severity 1 or Severity 2 incident are escalated to Level 2 within 15 minutes (maximum), if Level 1 cannot be resolved in that timeframe.
* What we expect of you:
* Bachelor's Degree and 5 years of relevant experience, OR
* 9 years of related consulting or IT services delivery experience
* Previous consulting leadership experience required
* Service Desk/Help Desk Management experience including oversight of support operations, ticketing systems and performance metrics
* Process management and improvement
* Ability to lead teams and gain consensus
* Ability to communicate effectively and concise both orally and written using a variety of styles and techniques appropriate to the audience
* Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
* Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
* Ability to identify and creatively resolve client, project and people issues
* Proven negotiation skills
* Knowledge of IBM, Cisco, Microsoft, HP, or Dell products and services
* Experience working with vendors and business partners
* Ability to lead and manage to ensure attainment of critical results
* Ability to compute, analyze and interpret complex statistical data for reporting purposes and/or to develop forecasts.
* Ability to act as a trusted advisor in a strategic partnership
* Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites
* Ability to understand, remember, and apply oral and/or written instructions or other information
* Ability to multi-task, organize, and prioritize
* Experience in ITIL, a plus Pay range: $94,000 - $171,640 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-TP1
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
Top Skills
Cisco
Dell
Hp
Ibm
Microsoft
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