Supervisor, Network Operations Center

2 weeks ago

pune, India AppDirect Full time

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

The Network Operations Center (NOC) Supervisor leads a team of NOC analysts performing incident and problem management for more than 1200 managed customers. The role relies heavily on knowledge and understanding of monitoring platforms to effectively troubleshoot and resolve issues.

The NOC Supervisor interacts regularly with and is an advocate for all customers with whom he/she is working and who have subscribed to AppDirect's Managed Network Services. This position requires a strong customer focus and an ability to deal with different customer requirements and priorities. This role supervises direct reports and requires leadership skills and the ability to guide and develop teams. The leader will be a positive force of change within the organization with the ability to work in a matrix and cross functional led group to improve our business.

The NOC is an integral part of AppDirect's 24x7x365 operational environment. This position may require occasional shift rotation to cover holidays, weekends, and other normal scheduling requirements as needed to support the business.

What you'll do and how you'll have an impact:

  • Lead a team of NOC analysts in resolving customer network (WAN/LAN) trouble tickets efficiently
  • Provide coaching, guidance, and actionable feedback to team members
  • Support team to achieve department and company goals
  • Ensure adherence to NOC performance objectives and KPIs
  • Participate in escalations and incident management
  • Define and implement efficient processes for service delivery
  • Use network monitoring tools for issue troubleshooting
  • Communicate effectively with technical and non-technical contacts
  • Conduct regular 1-on-1s with team members
  • Manage ticketing system effectively
  • Work autonomously and collaboratively as needed
  • Lead by example in incident resolution
  • Participate in leadership on-call rotation

What we're looking for

  • 3-5 years of NOC or relevant operations experience
  • Experience with data networks and telecommunications
  • Understanding of OSI Model, SD-WAN, and TCP/IP
  • Proficiency in TCP/IP protocols and remote troubleshooting
  • Knowledge of network monitoring tools (e.g., WireShark, LogicMonitor)
  • Experience with routing protocols (BGP, IGRP, RIP, OSPF)
  • Command line configuration experience with relevant technologies
  • Advanced knowledge of DNS, DHCP, VLANs, etc.
  • Strong communication and documentation skills
  • Experience supervising direct reports
  • Bachelor's degree in relevant field
  • ITIL v3 or v4 Foundations Certification preferred
  • Relevant technical certifications plus (CCNA, Network+, etc.)
  • Conceptual knowledge of Security Operations a plus

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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