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Role Description

As the Manager of Application Assurance (NOC), you will provide technical direction and leadership to the 24X7 Application Assurance team who monitors, responds, and repairs on data center, server systems, and applications issues.

• Operate and oversee a team of NOC Assurance technicians who monitor and respond to applications, systems, and data center anomalies and failures on a 24X7 basis.
• Responsible for the daily oversight and support of Metronet NOC technicians, providing direction on workload priorities, ticket queues, and technical assistance as required.
• Lead and manage a diverse team of technicians, providing mentorship, guidance, and support to ensure project, stakeholder, team, and individual contributor success.
• Conduct performance evaluations, goal setting, and career development discussions with team members.
• Functional responsibilities for all aspects of Application assurance staffing and operations to include team structure, hiring, work scheduling, performance management, recognition, training, and career development.
• Collaborate with seasoned architects and engineers to solve problems, challenge assumptions, review the status quo, evaluate solutions, determine priorities, and swiftly drive advancements.
• Provide technical assistance and guidance with a high sense of urgency during systems and application events.
• Escalate and engage your next level technical resources and management as appropriate.
• Ensure accurate and regular communications to Metronet associates and management during events, incidents, and outages.
• Ensure that NOC personnel are implementing effective Event and Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.
• Facilitate and drive activities, meetings and communication between Commercial Business, Enterprise IT stakeholders, Technical Leads, and Senior Management.
• Participate in process/procedure development and best practices as it pertains to systems and software monitoring, ticketing, and trouble resolution.
• Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications.
• Provide leadership and direction to NOC, data center, field, and engineering associates in pursuit of systems reliability and integrity to minimize any service disruption and maximize system availability.
• Other job-related duties as requested.

Qualifications

• Bachelor’s degree or equivalent experience in server reliability engineering, computer science, information systems, or business.
• 5+ years of technical leadership in the Data Center, Server reliability, IT Infrastructure, virtualization, and/or application assurance space, supporting service provider and/or enterprise ecosystems.
• Experience with monitoring and observability software (Grafana, DynaTrace, Solarwinds, Zabbix, Nagios, etc.), ticketing systems, and other infrastructure and network management tools.
• A solid understanding of the physical data center, server and storage infrastructure, virtualization, operating system, and application stack.
• Must be legally authorized to work in the U.S.

Requirements

• Strong organization and management skills around people and processes as it relates to data center, server infrastructure, and applications assurance.
• Willingness to truly own, command, and oversee 24X7 Operations Data Center and NOC operations within and outside of normal business hours and holidays 365 days a year.
• Ability to build and maintain a team of talented people with a shared focus on Metronet’s core values of helping our customers, our company, and each other achieve exceptional outcomes.
• Foster a culture of innovation, collaboration, and continuous learning within the team.
• Must enjoy a dynamic and continually changing work environment and willingness to adapt to changes in priority, focus, and budget.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to travel nationally on an occasional basis (<20%).

Benefits

• Competitive total compensation package, including 80% of medical premiums paid by the company.
• Company-paid disability and life insurance.
• 401(k)-company match with immediate vesting.
• Discounted services within our coverage areas.
• Thrive in a locally owned, friendly, and fun atmosphere.