DIRECTOR, DEVELOPMENT OPERATIONS - IT

The NOC/SOC Director will be responsible for building a Tier 1 Support team from the ground up. You need to be a strong leader focused on process and the ability to quickly identify, isolate, and resolve issues for our global Sphera Cloud SaaS platform. At your core, you need significant depth of expertise when it comes to monitoring, incident management, and managing SLA's for a large global SaaS platform. You will build playbooks for your team, optimize monitoring and communications, and hire a staff of analysts that can grow from level 1 analysts capable of following set instructions to higher skilled Site Reliability Engineers capable of following set instructions to higher skilled Site Reliability Engineers capable of taking on progressively more responsibility.

Roles and Responsibilities:

Develop and maintain an efficient, scalable, and automated network operational procedures, architecture and team structure

Establish and manage a team to monitor, analyze, and communicate potential issues to our customer success and support organizations

Drive issues to full resolution, working closely with the Global Customer Success team

Provide timely updates to key stakeholders

Serve a leadership role in resolving service impacting issues

Manage stakeholder communications with respect to project and operations status

Lead troubleshooting efforts on critical issues with cross-functional teams through resolution

Build, coach and lead the NOC engineering team with the understanding and real world experience to operate, proactively monitor, and support our customer network staff on the NOC that provides 24/7 monitoring