Supervisor L2, NOC

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The NOC Supervisor is a key member of the NTT GDC Americas, Inc.Data Center Operations Center team. This position works with all internal business units and practice groups to establish service delivery excellence toward being a world class service organization.

As a member of the NOC management team, this position collaborates to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Enterprise Service Desk that provides remote level I and level II technical support to users worldwide. Responsibilities are generally 20% strategic and 80% tactical.

The NOC Supervisor is to be responsible for assisting with the design of and delivering industry leading technologies and services to clients. This position requires an individual that is innovative with a great deal of initiative and a collaborative, yet proactive approach. The NOC L2 Supervisor requires commercial awareness and industry knowledge, including recent trends in technology and awareness of competing products and services. Regular, predictable attendance is essential for satisfactory performance.

What you'll be doing

ESSENTIAL DUTIES & RESPONSIBILITIES

• Management responsibilities:

• Supervises and provides technical guidance for 24/7 highly technical staff.

• Makes hiring, firing and review recommendations to management

• Develops training plans for NOC staff and facilitates cross-training and peer mentoring

• Participates in development of policies, standards, and procedures for the NOC

• Ensures approved policies, standards and procedures are followed in the NOC

• Operates as any lower-level NOC Technician; responsible for assuming the workload and shift requirements for personnel if required

• Operational responsibilities

• Oversees and monitors the performance of assigned computing systems through subordinates: ensures systems are managed to client SLA requirements

• Manages and communicates incidents impacting SLAs

• Responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage

• Maintains, develops and improves reporting capabilities in the NOC: makes regular reports to management on compliance with SLA objectives

• Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes

• Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management

• Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and client needs

• Leads, contributes to and provides technical QA for outage postmortem analysis

• Leads and participates in technical troubleshooting calls

• Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability

• Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies

• Client management responsibilities :

• Works with clients to negotiate SLA expectations, policies, standards and procedures

• Manages client operational calls and runs critical incident calls

• Contributes to production of scheduled management reports

• Attends and presents reports at service review meetings

• Handles escalations and client request for information

• Vendor management responsibilities:

• Ensures QA and measurement of vendor compliance with negotiated and guarantee service levels and delivery targes

KNOWLEDGE, SKILLS & ABILITIES

• Excellent knowledge of voice and date networking principles as well as an excellent knowledge of the specific technologies used by clients, such as : Juniper and Cisco switches and routers, networking infrastructure technologies, WAN Technologies, and routing protocols

• A good understanding of the principles of service support as defined in the ITIL framework

• Working knowledge of enterprise ticketing systems.

• Knowledge of Managed Services products within the IT field.

• Knowledge of Datacenter and collocation products and services

• Possess strong written and verbal communication skills.

• Excellent interpersonal skills

• Outstanding customer service skills

• Excellent telephone manner

• Ability to work well under pressure

• Flexible and adaptable to meet the team’s needs

• Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base

• Must have the ability to work independently and be an effective contributor to a diversified team

• Sense of ownership and accountability

#GlobalDataCentersCareers #LI-NP1

EDUCATION & EXPERIENCE

• Bachelor’s degree required or equivalent work experience to meet requisite skill level, normally obtained with 3-4 years of related experience

• Experience in data center environment. Experience with structured cabling. Troubleshooting of fiber and copper cabling, and experience in installation of servers, switches, PDU’s, and patch panels

• Minimum 3 year’s experience working in Network Operations or Help Desk environment

• Minimum 3 year’s supervisory or team lead experience in a large 24 x 7 help desk operation responsible for providing support to revenue-generating external customers.

• MCSE or 2 year’s Help Desk Windows experience

• RHCE or 2 year’s UNIX experience

• CCNA, CCDA or 2 year’s NOC experience

• Familiarity with HDI and ITIL best practices

PHYSICAL REQUIREMENTS

• Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments

• Able to climb ladders and work on raised platforms

• Able to hear and speak into a telephone and 2-way radio

• Ability to distinguish colors on wiring and cables to ensure safety protocols are followed

• Ability to work in confined spaces

• Requires ability to lift and carry objects weighing up to 50 pounds

• Requires the ability to kneel, stand, walk great distances, climb stairs/ladders

• Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments

• Able to hear and speak into a telephone and 2-way radio/ear bud

WORK CONDITIONS & OTHER REQUIREMENTS

• Standard office environment

• Work on site: no telecommuting

• Must be willing to travel 10-15% of the time

SPECIAL REQUIREMENTS

• Responsible for carry a cell phone and provide 24 x 7 support as needed

• Must be willing to participate in a weekly after hours on-call schedule and rotation

• Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support

• Must be able to respond to emergency situations at the data center

• Must be comfortable working in a highly critical, fast paced environment shifting priorities

• A valid driver's license is required for onsite leaders with direct reports to support employee transportation and meet company needs

This position requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend will be provided to cover expenses incurred for using a personal device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is $102,600 - $128,200.

All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.

Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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