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

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.