The NOC Analyst Manager will be responsible for leading a team of NOC analysts in monitoring and maintaining our network and systems to ensure optimal performance and uptime. This position offers the opportunity to lead and mentor a team while still being hands-on with network and system monitoring.

Responsibilities:

• Lead a team of NOC Analysts in managing Windows and Network Device
• Patching troubleshooting and resolution, and pro-active engagement for critical items.
• Ensure the overnight team prioritizes patching; patching is the responsibility of the overnight shift.
• Track KPI’s for patching issues and direct team to execute remediation plans
• Direct team to find the systems that did not patch or do not meet the VC3 criteria from the patching reports. Verify that systems are doing patching as expected.
• Ensure the overnight team works independently and self-sufficiently due to the limited staff.
• Effectively and productively communicate with team members who work alternate shifts
• Maintain accurate documentation of network and system configurations and changes, and ensure the Analysts are doing the same.
• Collaborate with cross-functional teams to resolve issues and implement solutions.
• Provide timely and effective communication of network and system issues to internal and  external stakeholders.
• Mentor and train Analyst I, Analyst II, and Sr. Analysts on network and system monitoring, Backup, and Toolset best practices.
• Assist NOC Manager with implementing processes and procedures to improve the efficiency and effectiveness of the NOC team.
• Ensure all Analyst Team Tickets are properly created and notated to account for time
• Manage team workload and ensure that service level agreements (SLAs) are met.
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Where appropriate, escalate complicated issues to a more senior resource or other appropriate teams
• Review Tickets KPI’s with NOC Manager
• Lead Team Huddles, L10 Meetings, One on One Meetings, and any other necessary Team Meetings
• Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale while holding all employees accountable.
• Set the example to follow for customer service
• Perform staff reviews, manage headcount, hiring and overall HR management for your team.
• Build a culture of continuous improvement and high performance via feedback, coaching and staff development.
• Act as an escalation point for critical client issues, communicate, and manage communication with clients as needed.
• Responsible for the scheduling, time, and utilization management of team members.
• Ensure every hour is a profitable hour and that workflows and procedures are being followed.