AmTrust Financial Services, Inc.

NOC Manager (Global Communications Center)

US-OH-Cleveland
Requisition ID
2017-5846
Category
Information Technology
Position Type
Regular Full-Time

Overview

AmTrust Financial Services, Inc. is looking for a results driven professional, eager to accept the responsibility of forming our Global Command Center into a high performance organization, not only in day to day operations, but monitoring, backup storage, data center, and disaster recovery.  We need someone who has a passion for Technology Infrastructure and is ready to work in a complex, fast paced environment.

Responsibilities

  • Ensure adequate coverage for the 7x24x365 environment so that the network infrastructure is running effectively at all times which includes continuous monitoring of all services, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
  • Coach and mentor GCC technicians to ensure that staff is working on issues as efficiently and accurately as possible in a team-oriented environment.
  • Manage team to meet KPI/SLA objectives for existing clients as well as new installations while providing hands-on leadership during network events and deployments.
  • Develop, refine, and document GCC policies, processes, procedures, including training.
  • Work closely with Engineering on escalation of issues (Tier III) as well as Sys Dev on software releases/upgrades/requirements.
  • Develop and report on metrics for the performance of the GCC and individual GCC employees, including but not limited to MTTR, # of escalations, manageable/operations installations and tickets.
  • Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
  • Plan projects, training, objectives, timelines, deliverables and milestones for the GCC in a quantifiable manner.

Skills and Key Competencies:

  • Significate knowledge with implementing and maintaining monitoring tools.
  • Demonstrated exceptional leadership and interpersonal skills.
  • Excellent communications skills (verbal and written).
  • Self-starter, resolution-minded, outside the box thinker and doer.
  • Thorough knowledge of backup storage technology and maintenance.
  • Ability to write technical documentation and create management reports and metrics.
  • Ability to provide both hands on solutions and supervision of projects as well as deliver training.
  • Ability to successfully interface with a wide range of personnel within and outside the Company

Qualifications

  • 7+ years professional experience in a GCC or Enterprise environment involving a geographically distributed network including 3+ years’ experience in a managerial role.
  • Bachelor degree in a technical field preferred, or equivalent experience, current certifications, and training.
  • Strong problem solving and troubleshooting skills required.
  • Ability to identify and analyze network quality and operational processes and then drive corrective/preventative action plans.
  • Experienced in administering performance reviews and mentoring staff

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