| Web Job Description Kforce has a client seeking a Manager of Network Operations in Doral, FL. Summary: The Manager, IT Operations position directly and indirectly supervises NOCs Service Desk (NOC) staff responsible for the Service Support and Service Delivery function. The Manager, IT Operations is responsible for effectively supporting NOC and its customers' IT infrastructure, while minimizing the adverse effects of incidents and problems. The position will be focused on providing leadership in the operational process and personnel functions of the NOC unit. Essential Duties: * Responsible for integrating Service Support processes with the Service Desk function. * Hiring, mentoring and developing a repeatable training program on support processes for new staff * Interacts with NOC's internal groups, customers and vendors in identifying, documenting, tracking, reporting, and escalation of incidents that result in IT service outages for NOC and its customers * Works to build scalable, repeatable and client specific processes that allow our support staff to succeed in delivering world class support * Continuously analyze operational methods using ITIL best practice framework, monitoring tools and support processes to maintain and improve the efficiency and stability of operations * Establish repeatable processes and standards in an effort towards achieving the ISO 20000 certification for the NOC * Perform routine quality audits to minimize SLA violations * Evaluate and recommend as necessary, changes to the physical infrastructure of both the NOC and Data Center complexes to ensure an effective and stable environment * Be available as the escalation point for NOC shift leads and supervisors * Work closely with the staff of other NOC Units to ensure full procedural coordination * Enforce Documentation and monitor standards. * Evaluate the results of overall operations regularly and systematically and reports |
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Remote Choice
Pragmatike
Iron Mountain
U-Haul
