Job Type: Full Time / Permanent
Under the direction of the Network Operations Center Manager, this position is responsible for maintaining situational awareness and ensuring the infrastructure and application’s environment remains up and available with minimal interruptions. Own and drive the Incident Management Process for all unplanned outages and planned outages. Provide Tier 1 and at times Tier 2 backend troubleshooting and support across all teams, systems and engineers. Be willing and able to train the team on new processes, mentor the other technicians on the team and be available to help and/or for questions from those members after hours. This position will have supervision over direct reports. Additionally, access to our U.S. offices will be limited to personnel who are fully vaccinated from COVID-19. If you believe that you require an accommodation to this policy because of a medical, religious or other reason, please let us know at the time of your interview so that a reasonable accommodation can be discussed.
Essential Functions: • Expert understanding in most or all of the systems that makeup an enterprise such as LAN/WAN, Exchange, SQL, Document Management, Share Point, Mobile computing, physical and virtual servers, SAN/NAS, Citrix, Security and monitoring tools. Requires the ability to multi task to proactively monitor a global 24/7 x 365 environment in real time for availability and stability using monitoring tools (SolarWinds experience preferred) as well as email alert notifications. Must have the ability to act as the primary escalation point with various teams, vendors and support personnel to minimize or prevent service interruptions and degradations. • Supervise the Network Operations Center Technicians, including: Managing and mentoring team, monitoring performance and attendance; managing coverage schedules; ensuring maintenance of call database and other recordkeeping requirements; problem solving; oversight of day-to-day activities; and ongoing development/training. • Foster an environment of collaboration, personal investment, accountability, and knowledge sharing. Ensure the ongoing development of Network Operations Center personnel and encourage continuing education and expansion of industry knowledge among personnel. • Communications – Use established communication tools to communicate to a wide audience varying from end users to system specialists to senior management. Role will include being able to accurately create and dispatch messages out using tools that include O365, Sharepoint and SendWordNow while adhering to service agreement time protocols. Will require initiating and facilitating problem bridges / conference calls as needed and documenting those actions as well as pushing for an expedited mitigation or resolution to that problem/issue. • Network – Address service degradation and network outages involving multiple Data Centers and office sites. Must be comfortable working with service providers and site support on problems or issues that can’t be resolved by yourself. This involves LAN/WAN circuits and hardware, wireless networks and connectivity to APC hardware such as UPS, batteries, etc. using Struxureware. • Servers – Must be able to log onto servers and address common issues such as degradation, outages, memory upgrades, etc. in a break/fix capacity. Will also need to have experience in server patching and remediation when that patching fails. This includes both physical and virtual servers using both Windows and Linux OS. Experience with Virtualization software preferred. • Security – Able to recognize and react immediately to SPAM, spear phishing, vishing, etc. using a variety of tools. Also will utilize multiple monitoring tools to be proactive on security threats including malware and virus activity. Candidate will rely on Communications as mentioned earlier to report on such instances as appropriate. • Support – Ability to assist and drive site refreshes, new office builds and general break/fix replacements and turn ups. This will involve communication with onsite personnel as well as other systems teams. NOC team owns backup power systems at all sites. Provide Tier 1 support and troubleshooting support across all teams, engineers and systems and to assist with critical maintenance and tasks as requested. Will also be an escalation point for the IT Help Desk regarding system problems and outages. Must be comfortable using APC gear including UPS, Batteries, PDU’s, NetBotz, etc. Continual learning of software improvements / functionality as well as new programs as they are introduced is required along with the ability to train the trainer to impart that knowledge onto the other members of the NOC. • Incident Management – Creating and updating tickets using the ticketing system including all of the pertinent information in a timely manner to document actions that you have taken to address and resolve a problem/issue. This will include resolutions of items that the NOC is responsible for as well as escalating incidents to appropriate teams when applicable. This is your log of recorded actions as well as an audit necessity. As a Supervisor, you are expected to do a daily ticket review, follow up and/or have others on the team follow-up on those outstanding items and help to better educate that member on how the ticket should be followed up on going forward. • Environmental Change Control – Creating and executing all approved production changes following guidelines as well as outlining steps taken and impact. For changes that need addressed prior to the normal approval process, Emergency Environmental Changes will need to be created, executed and documented following that specific process. The Supervisor will participate in, represent the NOC and/or facilitate the change review call. This means understanding of all NOC changes taking place as well as ensuring the change records are entered correctly while adhering to maintenance windows and/or performing changes after business hours. As the call leader, you will review each team’s change and determine if it’s appropriate to approve this change while understanding impact, maintenance windows and how each specific change fits into the change windows in relationship to all of the other changes taking place. • Problem Management – Ability to work towards a permanent resolution once a problem is mitigated and the platform/environment is functioning again. This will include pressing the team(s) who owns the problem/issue to make permanent changes so that specific issue does not occur again. You will escalate to that team’s manager/director when permanent resolution is taking longer than expected. This is driven and documented through the resolution of the IT Alert. • Metrics – Must be comfortable in creating adhoc lists in support of a problem/issue via Excel, Word or PDF. Also, understand and support all NOC and Change Metrics reported on a monthly basis. Power BI report creation and Sharepoint competency are considered a positive. The Supervisor will review all monthly metrics prior to those metrics being released to the larger audience. This will allow you to “tell the story” of the NOC and to promote the areas that are done as expected or better as well as understand and address the areas that can be improved upon. • May volunteer or be selected to serve on special committees, work groups, project teams, or escalation teams related to various Firmwide IT initiatives. Initiatives may be specific one-time events (e.g., research, testing, rollouts, upgrades, installations) or ongoing activities.
Requirements Condition of Employment: All personnel designated as office-based, hybrid or flexible under the Firm’s Flexible Work Policy are required to be up to date on vaccinations against COVID-19, meaning that all recommended vaccines, including any booster dose(s), have been received. This policy applies to all U.S. partners and employees, regardless of full-time, part-time, temporary, exempt, non-exempt, or any other status or classification. If you believe that you require an accommodation or exemption to this policy because of a medical, religious or other reason, please discuss with the recruiter so that a reasonable accommodation can be considered.
Education: Bachelor’s Degree in Computer Science or Information Technology or equivalent work experience. Additional training/certification in relevant area of study strongly preferred.
Experience: Five years’ experience in an IT Operations function; shift lead or supervisory experience required. Experience providing support to users and IT operations required. Experience in a law firm or other service environment a plus.
Skills: • Critical thinking, deductive reasoning, and problem solving skills • Keep management up-to-date on incidents and events in the enterprise. • Maintain positive control of the environment. • High aptitude to learn new technologies and develop new skills quickly. • Excellent communications and listening skills • Manage escalation notification and rapid communications • Remain calm in fast-pace and high-stress environment. • Professional demeanor and attitude while being assertive • Exercise influence over a wide range of individuals • Challenge information if the response does not fit the situation • Strong interpersonal and relationship building skills. • Ability to collaborate with internal and external customers and teams. • Ensure all incidents are accurately and thoroughly documented • Proactively identify opportunities to improve NOC and self. • Manage priorities and tasks appropriately. • Work as an individual and supervise the team. • Able to work overtime, holidays and weekends as needed. • Knowledge and understanding of enterprise technologies, including but not limited to: • Data Centers • Networking • Security • Server • Telecommunications • Document Management • Virtual Desktop Infrastructure • Mobile Computing • Databases • Storage Platforms • Cloud Computing • Enterprise Monitoring Tools • Power Shell • Change, Incident and Problem Management • Managed Service Providers • Able and willing to travel occasionally via car, train, and airplane. • Be the advocate for end-user experience.
Supervisory Responsibilities: None
Typical Physical Demands: Requires sitting, standing, bending, stooping, and reaching. Heavy – Lifting 75 pounds maximum and carrying of up to 50 pounds. Requires manual dexterity sufficient to operate standard office machines such as computer, printer, copier, telephone and other office equipment. Requires normal range of hearing and vision.
Typical Mental Demands: Able to deal with stress associated with fast-paced work environment. Multiple priorities/tasks. Make judgment decisions and adapt to changing work situations. Grasp and apply new ideas. Communicate with various personalities at all levels.
Working Conditions: Works in a typical office setting. Occasionally called upon to work hours in excess of your normal daily schedule. We offer a challenging work environment, business casual dress code and a total compensation package that includes a competitive salary, flexible benefits program, tuition assistance, and generous 401 (k) plan.