Lead the NOC team providing technical guidance, manage ticket resolution, and oversee event management systems while collaborating with teams and customers.
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
The Operations Center Technical Team Lead is a valued member of the Managed Services team responsible for providing technical leadership and oversight of the Operations Center team. The Technical Team Lead also manages and leads the continual maintenance and support of the AMS event management system. The candidate is expected to be highly professional and represent the company during critical points in our customer relationships. This role will report to and receive direction from the Operations Center Manager.
Responsibilities:
- Provides technical leadership to Operations Center Administrators for a variety of infrastructure platform issues, not limited to:
- Network – data and voice
- Server – Windows/Unix/Linux
- Backup
- Cloud
- Exchange/O365 server issues
- Virtualization
- Supervises ticket queues to ensure that tickets are delegated to available Operations Center team members and actively tracks ticket backlogs to ensure tickets are escalated if they cannot be resolved at the NOC level
- Manage the design and implementation efforts of Logic Monitor event management alerting, to include but not limited to:
- Frequent analysis of system alerts to ensure devices are tuned properly
- Mentor Operations Center Admins in threshold setting and new product features
- Document the AMS alerting threshold standards
- Provide continual maintenance and improvements of those standards across all platforms
- Collaborates with customers and the MS onboarding engineer during new customer discovery and KT onboarding sessions
- Collaborates with engineers to design and implement automation that will increase technical efficiencies
- Write and improve workflows, scripts, runbooks, and product solutions
- Assist with hardware and software vendor evaluation and recommendations
- Mentor and cross train NOC Administrators on existing and new technologies
- Carry out special projects at and under the direction of engineers
- Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
- Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
Qualifications & Experience:
- At least three years of NOC Engineer experience
- Multiple certifications in administration of the existing event management system – Logic Monitor – LMCA/LMCP/LMCD
- Operation experience in multiple technologies, including any of the following:
- Window Server administration: Exchange, Active Directory, Server 2008 and 2012
- O365 Admin
- Unix/Linux Server administration
- Backup administration
- Basic knowledge of storage systems (EMC, IBM, Hitachi, etc.)
- Clustering solutions: Citrix, VMware, etc.
- Execute basic queries and administrative tasks for MS SQL, helpful
- Proficient use of all Microsoft Office applications
- Experience working with an ITIL based ticketing system tool – Service Now helpful
- Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people
- Ability to understand the Customer’s business objectives
- Ability to work independently and execute tasks/troubleshoot with a sense of urgency
- Detail-oriented with the ability to multitask
- This is an overnight shift role 7pm-3amET
Certifications & Licenses:
- Three of the following certifications are required:
- Logic Monitor Certified Associate (LMCA/LMCP/LMCD)
- Microsoft Certified Solutions Expert (MCSE)
- Microsoft Certified Professional (MCP)
- Microsoft Certified IT Professional (MCITP)
- Red Hat Certified System Administrator (RHCSA)
- Linux Certified Administrator (LCA)
- Cisco Certified Network Associate (CCNA)
- CompTIA A+ / CompTIA Network+
This is an Overnight shift role: 7pm-3amET.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
USA Employment Benefits include:
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.
Top Skills
Active Directory
Exchange
Linux
Logic Monitor
MS Office
Ms Sql
O365
Service Now
Unix
VMware
Windows Server
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