The GNOC Operations Administrator Supervisor will be responsible for managing a team consisting of GNOC Operations Administrators, GNOC Senior Operations Administrators, and Customer Service Representatives. He/she will be responsible for overseeing GNOC Operations workflow by monitoring ticket queues of network and systems issues and requests and ensuring that GNOC staff meet or exceed client service level expectations. In addition, he/she will be using his/her higher level systems and/or network operations experience to recommended appropriate solutions to resolve client issues.
Major Areas of Accountability
Communicates staff performance expectations, removes barriers, and keeps individuals and groups focused on goals and growth. Addresses individual and group issues or developmental areas.
Monitor various queues (Apropos, Remedy, monitoring) to ensure that client issues and requests are being addressed, documented, and resolved in a timely manner by utilizing systems tools to verify that all issues are being worked on or escalated to the appropriate group for resolution.
Work with the GNOC management team to ensure adequate coverage for 24×7 GNOC operations. Participate with the GNOC management team in planning for vacations/holidays, etc.
Acts meaningfully to serve external and internal customers better, based on a clear understanding of what these customers need and value most from Globix. Sets an example for the team by responding to client issues and requests as outlined in Globix process manuals or runbooks and following through to resolution.
Monitors work and checks information to ensure accuracy. Champions established standards and/or procedures and looks for ways to improve them.
Position Qualifications Required
Skills and Attributes
Demonstrates in-depth knowledge and experience of technical factors that affect Globix clients. The ideal candidate will have 2-4 years of equivalent experience with an ISP, MCSE, or Unix certification, BS/BA preferred.
Is highly effective in applying his/her competence in solving systems and/or network operations problems presented by Globix clients.
Openly commits to and takes action after developing and analyzing alternatives. Makes timely decisions with the best information available.
Considers pros and cons and checks assumptions before making decisions.
Assesses appropriate level of risk before making decisions; develops contingency plans.
Experience with Windows NT/2000/XP/2003 and Unix/Linux troubleshooting, working knowledge of TCP/IP and Internet services, such as, Mail, DNS, Web. Working experience with Cisco switches and routers.
Special Requirements
This department is 24×7 and some members will be required to do shift work (i.e.: 4 p.m. – 1 a.m. or midnight – 9 a.m.) and weekends.
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