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Sr Manager, Network Operation Center
1 month ago
About the job Sr Manager, Network Operation Center
**Duties and Responsibilities**
- ** **Ensures that standardized methods and procedures are used to manage all Changes effectively and quickly
- Coordinate and manage the various change committees (Standards and urgencies), analyses the requests, considering risks, unavailability and impact related to the implementation of the changes.
- Recording and tracking all changes in a repository
- Provide an analysis and assessment of all the anomalies observed during the implementation of the changes
- Educate, lead and guide the operational teams to be compliant with the change management process and coordinate the efficiency of change management making recommendations for improvement
- Analyses change records to determine any trends, reviews all outstanding Request for change RFCs
- Responsible for managing and coordinating the NOC team
- Reviews and assigns work orders and trouble tickets to staff (when manual intervention is required)
- Oversees day to day operations to ensure work is completed accurately and closed in a timely manner.
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
- Record incidents and correlate them with the events.
- Analyse performance of network and server activities and documented resolutions.
- Monitor performance and run/manage an improvement program for NOC team when needed
- Keep track of Incident reports and review their validity and follow-up with all staff on entry of all incidents and track escalations.
- Resolution Guidance: The Operation Manager might provide information in order to guide the Service desks agent in the resolution of any incident.