Summary:  Responsible for directing, planning and managing the Network Operations Center (NOC) and monitoring the health of the IT systems across Mercy Ships.
Description:  

Essential Duties And Responsibilities (Include But Not Limited To)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

    • Design, plan and build NOC systems and processes
    • Coordinate with teams in the Information Services (IS) Department to ensure critical services are being monitored
    • Monitor services and infrastructure in order to pro-actively identify or resolve issues and identify trends
    • Work with the other teams within the IS department to incorporate SLAs into the NOC monitoring process
    • Work with the other teams within the IS department to identify trends for resolution analysis
    • Ensure that appropriate communications on monitored services are disseminated
    • Recruit and develop appropriate staffing plans to meet the service level objectives
    • Provide leadership and management of the NOC staff
    • Monitor and maintain organisation disaster recovery solutions, such as server and file backups and off-site storage
    • Carries out department employee management responsibilities in accordance with organization's policies which include: planning, assigning, training and directing work; appraising performance and reviewing compensation; addressing complaints and resolving problems
    • Participates in the preparation of budgetary recommendations with regards to NOC responsibilities.
    • Other duties as assigned

Qualifications (Knowledge, Skills, Abilities, And Requirements)

The requirements listed below are representative of the knowledge, skill, and/or ability required.

    • Able to contribute to community life, requiring stable and healthy interpersonal skills

    • Experience and working knowledge of IT infrastructure policy, processes and procedures
    • Knowledge of formal IT management best practice, such as ITIL/Cobit/ITSM
    • Knowledge of network and server monitoring systems, such as Solarwinds.
    • An up to date overview of core IT infrastructure technologies, including:
      • End-point computing, including VDI
      • Network technology including LANs, WANs, and security
      • Microsoft Windows Server and RedHat Enterprise Linux operating systems
      • Virtualization technologies including enterprise VMWare
      • Storage technologies including enterprise SANs
      • Directory solutions such as Microsoft Active Directory
      • IT infrastructure security with an understanding of the vulnerabilities and countermeasures
    • An ability to adjust quickly in response to re-organization, strategy or priority changes and shifting customer needs
    • Be process oriented, have an attention to detail and a strong analytical problem solving ability
    • A strong customer service mindset including attitude and approach
    • An ability to use servant leadership, strong human resource management and inter-personal skills to attract, motivate and develop an effective, creative and collegial team
    • Leadership ability, flexibility, people skills a must for working with departments, leadership, and volunteers. Good time management skills
    • Management skills are required to successfully perform the planning, directing, reporting responsibilities of this position
    • An ability to organize his/her work and embrace and participate in a well-functioning, productive, creative and collegial team

    • Ability to manage and maintain external vendor contracts, ensuring that the organisation is receiving contracted SLAs.

    • Supportive of Mercy Ships mission and vision, and committed to its core values.
    • Understand and apply servant leadership, work collaboratively with integrity and demonstrate accountability

Education And Experience

The requirements listed below are representative of the education and / or experience required.

    • Bachelor's degree in Information Systems, Computer Science, or Engineering, or the equivalent combination of education and experience.
    • At least 5 years relevant work experience is required, preferably with at least 3 years management experience in an IT environment.
    • Experience in monitoring and maintaining critical ongoing operations.
    • Experience in building, leading and maintaining a team of multi-discipline skill sets.
    • Experience managing multiple and ongoing external vendor contracts.
    • Successful completion of Mercy Ships Entry Training will be required within the first year. 
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