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Posted: Tuesday, June 13, 2017 6:07 AM

Job Description:/h3:

The Network and Security Operation Center (NSOC) Manager is responsible for all technology operations within Aspire Technology Partners Managed Services Operations. This includes training, direction and oversight to our Managed Services Team of Engineers and Analysts. The NSOC Manager is also responsible for monitoring service delivery and handling any issues or escalations. Strong client relations and communication skills are a critical part of this role. The position is based at the companys Eatontown, NJ headquarters and little to no travel is involved in this role.
Team Management
:Provide operational management for our Managed Services Engineers and Analysts of Aspire.
:Assist in establishing the roles and responsibilities of the Managed Services team
:Manage team member workloads and utilization, timesheet and expense approvals.
:Ensure optimal business utilization of team members through efficient service delivery
:Maximize efficiency through design, optimization and implementation of operational processes
:Create and monitor professional development plans for each Managed Services team member
:Create and maintain Managed Services team processes, Standard Operating Procedures (SOPs) and documentation with a goal of standardizing all repeatable tasks within the team for optimal and efficient service delivery.
:Help mentor new recruits to become strong members of our Managed Services Team as quickly and seamlessly as possible, and operationally assist them as the Managed Services business scales.
:Monitor utilization and staffing levels for all team members, and work with Human Resources and Senior Leadership to hire new team members as needed.
:Responsible for team management including recruitment, performance management, training, mentorship and employee relations issues.
:Instill a high:performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues.
:Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver more effective service.

Customer and Service Delivery Management
:Ensure Service Level Agreement (SLA ) achievement for all Managed Services customers
:Work with the Client Advocacy Team in developing and providing Incident reports for any major customer incidents, handling escalations, preparing and participating in quarterly business reviews and proposal creation when required.
:Provide oversight to ensure
recurring/preventative maintenance plans are defined, implemented and executed.
:Provide oversight to ensure business systems availability and performance for Managed Service clients.
:Ensure documentation for all Managed Services clients is updated and maintained.
:Monitoring the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement.
:Work closely with the Client Advocacy Team and Managed Services Lead Engineers to ensure new customers are on:boarded with a seamless handover / transition into Managed Services.
:Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement.

Minimum Education and Experience:
:Bachelors Degree : In Computer Science, Computer Engineer or relevant degree.
:3+ years experience leading a team of 8:15 employees
:2+ years experience working in a NOC or SOC
:IT Operations background including end:user support, server, networking and data center experience.
:Knowledge and understanding of event/alert management, incident and change management processes.

Preferred Education and Experience:
:8+ years of networking and/or security experience
:2+ years experience leading/managing a NOC or SOC
:Experience in Security Management and SEIM (e.g., AlienVault)
:Experience in Network Management Tools (e.g., Vistara)
:Experience with Ticket Managem


• Location: eatontown, Jersey Shore

• Post ID: 38098108 newjersey is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017