NOC Operations Lead

The NOC Operations Lead oversees daily operations, acts as the primary incident lead, and manages customer and partner relations. This role ensures that the NOC runs smoothly, emergent incidents are resolved promptly, and partnerships are maintained effectively.

The NOC Operations Lead plays a crucial role ensuring daily performance is as smooth as possible by maintaining operational standards, managing incidents, and being the primary point of contact for the NOC. By applying for this position, you are signing up to lead the front line and ensure all aspects of ITIL services provided by the NOC to the organization are handled effectively and efficiently.

Key Responsibilities:

1. Operations Management: Oversee daily NOC operations to ensure smooth and efficient functioning. Monitor NOC activities and workflows to ensure adherence to operational standards and procedures. Provide oversight and guidance to the NOC team, ensuring high levels of performance and productivity. Work with contractors to develop weekly schedules that maintain necessary coverage.
2. Incident Management: Act as the on-call primary incident lead, coordinating response efforts for all emergent incidents. Ensure timely resolution of incidents to minimize impact on operations and maintain service continuity. Measure, oversee, and develop incident management performance via KPI and SLAs.
3. Customer and Partner Relations: Manage relationships with customers and partners, ensuring their needs and expectations are met. Serve as the primary point of contact for customer and partner inquiries, issues, and escalations. Manage weekly, bi-weekly, or monthly syncs with customers to measure performance and handle feedback.

ZeniMax offers competitive benefits including healthcare, 401(k) with company match, disability coverage, life insurance, wellbeing benefits, paid vacation, paid sick and mental health time, and paid holidays.

1. Bachelor's degree in Information Technology, Computer Science, or a related field
2. Relevant certifications such as ITIL Foundation, CompTIA Network+, Cisco Certified Network Associate (CCNA), or Cisco Certified Network Professional (CCNP)
3. 3+ years of proven experience in network operations management or a similar role
4. Strong incident management skills with the ability to handle high-pressure situations while driving to resolution
5. Excellent communication and interpersonal skills for managing customer and partner relations
6. Experience working with contractors and developing schedules
7. Knowledge of ITIL practices and standards
8. Strong organizational and leadership skills
9. Ability to work in a fast-paced and dynamic environment