HireDiversity

Role:

The Director, Network Operations leads an organization with the mission of ensuring the highest level of technology availability through operational excellence, proactive monitoring, incident management and problem management while providing the vision to expertly evolve the service, develop and inspire teams, and execute the correct mix of tactical and strategic projects.

The Director is responsible for operational stability and excellence including; service delivery, cost efficiency, execution of strategic and tactical projects, and staff development. To that end, the Director is responsible for, among other things:

• Ensuring that all services shall be managed proactively to provide the appropriate level of availability and stability
• Restoration of service (incident management) shall be carried out within a timely and efficient manner
• Evolving proactive monitoring and automation of repetitive tasks and alert management
• Generating ideas and executing initiatives to improve Operational Stability and Excellence
• Ensuring all services are described and managed to support operations, maintenance and change activities within formal or informal SLA's or commitments
• Collaborating with other technology and business teams to on board new services / applications to meet business needs
• Continually reviewing and evolving processes
• Incident Process Ownership

The Director is responsible for the following groups: Network Operations Center, Service Desk, Job Control/Automation, and Access Administration.

Responsibilities:

• Ensure support for 24x7 incident management and resolution
• Measure and provide monthly reports on performance relevant to the business; meet published KPIs and SLAS
• Identify staff and system requirements needed to accomplish the key function responsibilities
• Continually improve service delivery efficiency and quality
• Schedule and notify clients of all maintenance activities
• Ensure that senior management is aware of any activities that could impact business continuity
• Identify IT requirements and enhancements for automating and making group more efficient
• Integrate all new services and systems seamlessly
• Manage to budget and have appropriate metrics in place to measure efficiency and cost of services
• Effectively communicate to technical and business colleagues ' including the ability to frame technical issues in a business context
• Delegate effectively and supervise follow-through
• Establish periodic meetings with the Engineering and Applications groups to review and ensure issues are resolved in a timely manner
• Develop realistic plans that meet company goals and future needs
• Exhibit foresight in recognizing potential problems and develops solutions
• Foresee changes and trends
  

Requirements:

• Demonstrate sufficient technical acumen to insure proper preventative maintenance, monitoring, pre-market checkouts, processes, and associate development are in place
• Demonstrate sufficient knowledge of server, switching, voice, middleware technologies to drive fault isolation; drive incident restoration /resolution; assess incident impact; assess likely faulting device/layer; assign incident priority; and escalate accordingly
• Ensure proper communication and escalation of incidents
• Working knowledge of automation and monitoring tools ' their capabilities and uses - such as Tivoli, BMC, Tidal job scheduler, MoveIT, GIS (file transfer), and classes of software such as CMDB and ADDM
• Understanding statistical analysis, metrics programs, and basic understanding of data mining and visualization
• Identify, plan and execute continuous improvement programs that specifically enhance operational stability and excellence; improve KPI and SLA targets; improve capabilities; and/or reduce unit cost to provide services
• Provide leadership to integrate monitoring/automation product and processes into operational environment
• Understand critical paths vis-à-vis job scheduling
• Publish operational excellence road maps
• Demonstrate a continual progression of increasing NOC team member technical and business acumen
• Demonstrate effective project management ' planning, tracking, and executing
• Knowledge of financial services, front and/or back office applications and process is a major plus