NOC Manager Resume Sample
Hadley Heller
76169 Benedict Brook,
Houston,
TX
+1 (555) 283 8167
Work Experience
NOC Manager
09/2017
-
PRESENT
New York, NY
- Hires, develops, trains, and manages employee performance Motivates and coaches staff to achieve department and company goals
- Conducts department succession planning and talent reviews, monitors development plans, coaches, and mentors to ensure for skill enhancement and career development within the RNOC
- Manages regional stakeholders
- Ensure company compliance with all FCC/FAA tower lighting requirements
- Direct the activities of the Network Operations Center staff to assure proper response in a 24x7 environment. Schedule and facilitate open communications between network operations center and field operations team
- Manage department personnel issues with particular focus on staffing, employee development, recognition and retention
- Plan, establish, and maintain a national data network to monitor network elements throughout US and Puerto Rico
Manager NOC
02/2015
-
06/2017
Philadelphia, PA
- Schedule and facilitate open communications between network operations center, field operations team and Crown district personnel directed at service delivery activities
- Oversee the management of processes, staffing and communication supporting Crown’s Migratory Bird Management Program
- Oversee the management of processes, staffing and communication support Construction Engineering procedures focused on risk mitigation
- On Call after hours for guidance and issue escalation
- Implement stated resolution procedures and track regional response to insure total compliance with Crown Castle policies and procedures
- Develop management reports for VP Operations
- Establish standard operating procedures for FAA notification and trouble resolution. Ensure notification and resolution requirements are met within the timeframe prescribed by federal regulations and customer service agreements. Review and update appropriate operations documents and procedures as appropriate
- Research and develop cost efficiencies to keep monitoring and operating expenses within budget and manage telemetry technology updates
IT NOC Manager
12/2011
-
09/2014
Detroit, MI
- Manage the Network Operations Center operating expense budget
- Primary corporate coordinator during initial Incident Response and Disaster Recovery operations
- Provides detailed compliance reports on leased assets by portfolio per agreement specifications
- Manage monitoring environments by maintaining correct thresholds, implement and new checks and procedures to improve production systems visibility and stability
- Maintain NOC knowledgebase, procedures and documentation
- Lead RCA investigation and service interruption documentation
- Define and execute effective work processes supporting rapid response, decision making and resolution
- Identify and eliminate recurring incidents by identifying the root cause of incidents and implement necessary adjustments/changes
- In charge of metrics and monitoring reports used to measure production activities and performance
Education
Keiser University - Daytona Beach Campus
2006 - 2010
Engineer's Degree in Information Technology
Professional Skills
- Strong problem-solving skills, critical thinking, excellent analytical ability
- Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, vendors and peers
- Experience dealing with military customers (briefings, presentation skills) required
- Strong network troubleshooting, process workflow and communication skills are a requirement
- Excellent communication, listening, follow-up, interpersonal, and negotiation skills
- Strong oral and written communication skills, ability to thrive in a fast paced team environment and multitask many ongoing issues simultaneously
- Having at least 7 years’ experience on network operations,. At least 3 years of experience from Customer Services within the Telecom industry
How to write NOC Manager Resume
NOC Manager role is responsible for presentation, mentoring, telephony, training, integration, security, telecommunications, architecture, reporting, design.
To write great resume for noc manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For NOC Manager Resume
The section contact information is important in your noc manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your NOC Manager Resume
The section work experience is an essential part of your noc manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous noc manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular noc manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative NOC Manager resume experience can include:
- Proven record achieving planned results by making decisions and taking action based on professional methods, business principles, and practical experience
- Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel
- Solid working knowledge and hands-on experience with Linux & Windows servers
- Solid working knowledge and hands-on experience with application servers technology (Apache Tomcat, Jboss, IIS, etc)
- Solid working knowledge and hands-on experience with network protocols (TCP/IP, HTTP, FTP, etc) and utilities (Telnet, SSH, CURL, etc)
- Strong analytical and logical thinking applied with an excellent attention to detail
Education on a NOC Manager Resume
Make sure to make education a priority on your noc manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your noc manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in NOC Manager Resume
When listing skills on your noc manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical noc manager skills:
- Possess good presentation and writing skills suitable for O-6, SES and General Officer level reports and presentations
- Strong presentation skills to represent GSD within Business Reviews and Management Escalations
- Strong communication skills and the ability to excel in a highly collaborative, team environment
- Team building, mentoring and coaching skills
- Lead existing NOC engineering and operator teams and effectively communicates with internal team, customers, and stakeholders
- Knowledge of hardware, network operating systems and troubleshooting skills
List of Typical Experience For a NOC Manager Resume
1
Experience For Manager NOC Resume
- Maintain industry pertinent skills within the team
- Strong in analytical and project management
- Monitoring healthiness of systems that support multimodal outreaches on cloud-based platform rooted through AWS (Amazon Web Services)
- Testing of Telco number allocations such as toll free, caller IDs, and local IDs
- Working knowledge of virtualization (VMware), Databases schemes & enterprise storage (SAN, DAS and array’s)
- Participating in the transfer of information from one shift to the next
2
Experience For Senior NOC Manager Resume
- Working knowledge of network commands and tools such as Traceroute, NSLookup, TCPdump and Wireshark
- Understanding of process control, work flow, and process- integration techniques
- Understanding of process control, workflow, and process- integration techniques
- Working with data center remote hands and paging on-call personnel by following our internal escalation process
- Documenting problem descriptions and providing detailed problem diagnosis with accuracy and compliance with established practices
- Be proactive and work well in a changing/growing and pressured environment while also being customer service minded and focused
- Managerial tasks include maintaining team schedule, managing PTO, attending meetings as required, etc
3
Experience For IT NOC Manager Resume
- Exercise independent judgment in planning, organizing, and performing network analytical tasks
- Maintain a high level of knowledge regarding the Bank’s computing environment
- Monitor and measure with key performance indicators and metrics on how well we are performing and serving the Bank’s business units
- Responsible for NOC Team Meeting KPIs for Ticketing and Contacts
- Consistently execute standard operating procedures to monitor or manage systems and data processing
- General understanding of principles, techniques and practices of network and software engineering
4
Experience For Manager, NOC / SOC & Patch Management Resume
- Proficient at scripting using at least two languages: bash, sh, powershell, python, ruby, etc.
- Manage the troubleshooting of major issues with NOC monitoring tools
- CNOC (I&O) – Infrastructure Systems Monitoring, Maintenance and Routine Operations, Infrastructure-related Event and Incident Management
- Support Services – VDI Provisioning, Access Management, Direct Client Support for Canadian Professionals in USI, ITS Call Centre (Voice-Mail Queue), Video-conference Scheduling
- Ongoing operation of a Network and Security Operations Center for the Bank’s production environment
- Security – Security Incident and Event Management, Security Reporting/Analysis, ITS Security Operations
- Manages the day to day operations of the network monitoring group
- Drive standard NOC/SOC process and troubleshooting standards
- Generate management reports for service availability, uptime, and adherence to standard operating procedures and SLAs
5
Experience For NOC Approval Manager Arabic Speaking Resume
- Creates short-term and long-term strategies for the NOC/SOC to address issues and develop a program of continuing improvement for the Bank
- Review and improve established operating policies and approaches for NOC/SOC
- Ensure the NOC/SOC has the required documentation and monitoring capabilities to adequately support the Bank’s services
- Reviews and monitors all system performance reports, scheduling necessary actions to avoid system degradation and customer service interruptions.
- Comfortable collaborating with teammates and service teams
- Ensure Correct Staffing Levels Based on Erlang C Calculations
- Manages and execute outreach calling windows based on dynamic schedules
- Server blade rebooting and other IT-related responsibilities off-hours/weekends
6
Experience For Senior Manager, NOC Resume
- Work closely with Infrastructure leadership to ensure problem resolution and user satisfaction, report existing IT system risks, and recommend improvements
- Assess the operational and functional baselines of the organization and its supporting systems
- Lead the definition of the direction and strategy for systems to ensure the operational needs are being addressed against aggressive schedules
- Provide project management expertise throughout each phase of the project, from planning to closeout
- Various software engineering methodologies such as Waterfall, and Agile Scrum or Agile Kanban
- Managed multiple teams consisting of technical and non-technical staff (direct & indirect, 50+)
- Perform day to day management and scheduling of the NOC personnel
- Manage monitoring, repairs, and installation of complex services to include file servers, VPN gateways, intrusion detection systems, etc
- Analyze KPI/SLA on delivery center performance to improve processes and improve delivery KPI/SLA’s
7
Experience For NOC Service Manager Resume
- Manages the surveillance and control of all network elements via the system operation center (RNOC) to ensure network reliability and uninterrupted service for customers
- Operation and continual improvement of the program for incident and problem management
- Continuously improve the NOC/SOC processes and policies
- Provide escalation point of contact for all impacted business units and executive management to resolve issues
- Work with internal IT teams to incorporate efficiency into the NOC/SOC and ensure that issues are resolved in a timely manner
- Familiarity with enterprise class monitoring/management systems and associated technologies, including: Microsoft System Center (SCOM), Solarwinds Orion, App-Dynamics and Splunk
- Direct monitoring, coordination, and escalation of any major or catastrophic conditions in Frontier’s network (example: core network outages)
- Direct and manage the final escalation for global expertise to all internal and external customers within Frontier’s footprint (examples: Engineering, Regional - Operations, Executive Management, and Frontier customers) prior to vendor referral
8
Experience For Noc Manager Moldova Site Resume
- Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during service events
- Compile and distribute daily turnover report detailing events and outages that are either ongoing or recently resolved on shift
- Escalation point of contact for all major issues during their coverage period
- Ensures timely and accurate notifications are sent out to stake holders during incidents
- Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system
- Monitor and direct the Network Operations Center’s team as a liaison for all vendor support issues that require escalation for reconciliation
- Generate reports and metrics to be used in weekly meetings
9
Experience For Manager eCG NOC Resume
- Resolves any scheduled maintenance or major outage issues escalated from direct reports
- Work and communicate with remote teams
- Knowledge of support systems for network management and element management systems
- Knowledge of protocols such as OSPF, BGP and MPLS
- Develop and deliver the infrastructure service portfolio (service catalog) that includes specification, implementation, monitoring, and on-going maintenance and technical support of the
- 1st Level Customer Escalation Point
- 1st Level Vendor Escalation Manager
10
Experience For Noc Manager Cp Resume
- Keeps Internal Teams Abreast of High Exposure Issues/Escalations
- Drive Improvement Initiatives Through Interaction with MIS and ERP Teams
- Meet Customer MTTR Requirements for Unescalated Tickets
- Provides leadership, direction and performance of technical teams to ensure the delivery of technology support services
- Leads, manages and motivates technical team through change, adversity and daily operational steady state
- Manages the communication of failures to specific teams and perform the recovery process per situational protocol
- Manages internal and external (vendor) tickets, and communication protocols around them
- Generation and management of SOPs for smooth business operations
List of Typical Skills For a NOC Manager Resume
1
Skills For Manager NOC Resume
- Experience reviewing work products to ensure that the work products are adequate prior to Federal review and acceptance
- Experience in technology industry, with customer service experienced desired
- Strong overall IT work experience is required
- Ensures all service requests are handled efficiently and effectively
- Skilled in Prioritization
- Experience communicating orally and in writing providing recommendations regarding process and performance improvements
2
Skills For Senior NOC Manager Resume
- Experience working in a ticketing system, with heavy emphasis on defining metrics to measure success for the team
- Experience creating and using runbooks for complex troubleshooting procedures
- Technical experience in at least one of the following areas: maintenance, monitoring, designing, exploitation of telecom or IT networks
- Experienced manager capable of successfully directing project planning, development and implementation according to cost, schedule, and scope requirements
- Seven or more years’ experience in monitoring and fault detection in large network environments, including network service assurance
- Experienced and proficient with troubleshooting techniques and problem solving in a 24x7x365 production environment
- Experience as a team lead or manager in the past, preferably managing or working very closely with a NOC team
3
Skills For IT NOC Manager Resume
- Previous experience in a role focused on monitoring and responding to system events and scheduled processes
- Good working knowledge of ITSM processes including Incident, Problem and Change Management
- Experience communicating orally and in writing to advise top management on new developments and advanced techniques
- Experience monitoring and responding to customer requests to deliver service
- Experience writing frameworks, concepts of operations, service operations plans, implementation guides and standard operating procedures
4
Skills For Manager, NOC / SOC & Patch Management Resume
- Experience managing subcontractors including development of SOWs and financial oversight
- Five or more years of management experience in the RNOC/NOC environment or similar network monitoring and surveillance role
- Experience with scripting and command line in a Windows & Linux environment
- BS/BA in related field & 5+ years experience with network operations OR systems engineering design required
- Experience managing projects within a CMMI Level 3 or similar environment
- Experience in engineering management or equivalent
- Proven track record of building great teams
5
Skills For NOC Approval Manager Arabic Speaking Resume
- Five (5) years of technical work experience in the telecommunications industry with a technical background in telephony and data networking
- Experience operating a 24x7 operations center
- Demonstrate the following abilities
- Experience coordinating development of IT standards, guidelines, or policy
- Experience with telecommunications, network engineering, and operations
- Experience working in a 24x7 mission critical Network or Technical Operations Center environment
- Experience with a Service Desk or Trouble-Ticketing software
- Demonstrate Continuous Improvement through KPI Reporting
- Experienced in leading operational support teams for large mission critical system of systems
6
Skills For Senior Manager, NOC Resume
- Hands-on experience in managing a group of network and technical professionals
- Good understanding of Cisco and other vendors network devices and software
- Experience managing T&M type contracts of value between $3M and $10M per year
- Proven ability to translate national strategy and vision into tactical initiatives
- Experience in contract management as well as relationships with 3rd party vendors
- Experience with networks, routers, switches, servers (Win/Unix/Linux), VMWare, SAN, security, wireless, VoIP, etc
- Identify areas for process and efficiency improvement within the Command Center and Enterprise; recommend prioritized enhancements and oversee implementation
- Identify and document root cause for priority issues
- Manage multiple projects and prioritizes multiple tasks
7
Skills For NOC Service Manager Resume
- Proven ability to multi-task and follow guidelines and instructions
- Strong attention to detail and ability to focus and stay cool under stress
- Two (2) years experience in NOC or technical contact center environment at supervisor level
- Experience with MS Project or similar required
- Experience in people-management and conflict resolution
- Hands-on experience with voice, video, radio-frequency, and/or data communications networks
- Work experience as Windows and/or Unix Server Administrator or equivalent
- And above experience of Telecom leadership role
8
Skills For Noc Manager Moldova Site Resume
- Experience in a Senior Network Operation Management position
- Develops and maintains strong and positive provider / client relationships
- Develops and maintains a strong and positive relationship within the RNOC/NOC organizations in alignment with the Tier III support model
- Prioritize resources and issues to quickly address and resolve service issues
- Experience with Cisco Switches/Routers/Firewalls
9
Skills For Manager eCG NOC Resume
- Coordinates priorities between solution operations support and business departments by new hardware, systems releases, and technology acceptance tests
- Communicate to executive leadership statuses and issues; effective analysis of network visibility and availability
- Identify areas for process and efficiency improvement within the Data Center and Enterprise; recommend prioritized enhancements and oversee implementation
- Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experiences
- Identifying, developing, communicating, and implementing process changes within the NOC
- Training, coaching, and development NOC engineering staff
- Working knowledge of monitoring technologies Solarwinds, Web monitoring tools, Nagios and others
- Working knowledge of Data Communications - Cisco, load-balancers, firewalls, IPS systems, routing & switching)
10
Skills For Noc Manager Cp Resume
- Understanding of network architect designing and managing LAN, WAN, and VoIP networks
- Managing Telco bandwidth by supporting complex calling schedules for various outreaches on an hourly basis
- Reporting on all daily functions and any major issues impacting our customers
- Willing to work in shifts including night & weekends
- Monitoring complex systems and alerting to specific teams in a fast paced environment
- Supervising Direct Report Employees Managing SOPs & Network Operations documentation on SharePoint System
- Managing a local team of approximately eight NOC engineers
- Enforcing quality standards in documentation and data
- Working knowledge of Telecommunications – Cisco Call Manager, SIP protocol, VPN and various transports
List of Typical Responsibilities For a NOC Manager Resume
1
Responsibilities For Manager NOC Resume
- Experience with the general nature and capabilities of microcomputers and high performance workstations
- Maintenance of technical staff by recruiting, selecting, orienting, and creating technical training plans for employees
- Knowledge about network management/ analysis/ monitoring tools
- Daily support and mentoring of engineers
- Liaison with other engineering and business teams
- Coordinate efforts to identify root cause and recommend solutions, documenting them in associated problem records
- Work closely with Network Engineering, DevOps, End User Services, and Software Development on design and implementation of new services
- Knowledge of Zabbix, Grafana and Application Monitoring (NewRelic)
- Work well under pressure with differing levels of Management
2
Responsibilities For Senior NOC Manager Resume
- Exposure to other network monitoring systems and IT Service Management
- Managed multiple teams consistiting of technical and non-technical staff (direct & indirect, 50+)
- Manage and maintain shift staffing
- .Manage ticket handling, authorization, and changes to any procedures
- Oversee day-to-day NOC operations, escalations, ticketing and communications with all customers
3
Responsibilities For IT NOC Manager Resume
- Generate key reports for management including but not limited to: system availability, service level agreements, ticket resolution and customer issues
- Identifies gaps in process and remediate as necessary
- Oversees daily operations and ensure all loose ends are tied to close out the business day
- Manages client support responsibilities which can be received via phone call, email, or portal support requests
- Work with client/customer to create technical strategies and operations focused frameworks
4
Responsibilities For Manager, NOC / SOC & Patch Management Resume
- Work with the application teams, system and business owners to understand operational requirements and outputs
- Oversee end to end System Development Life Cycle (SDLC) of systems through to system deployment and operations
- Manage projects to adhere to the USCB SE&I SDLC process
- Develop Concept of Operations for the various sub operations centers
- Maintain system protocols, knowledge base, SOP’s, and other documents by enforcing traceability, updating procedures, analyzing system and program changes
5
Responsibilities For NOC Approval Manager Arabic Speaking Resume
- Prepare status reports and deliver presentations on infrastructure operational improvements and status to colleagues, subordinates, and end-user representatives
- Manage public cloud and software defined data center compute, storage, and network components
- Implement and manage backup/recovery strategies, server configuration, monitor and respond to infrastructure, system and/or application health issues
- Understand and execute Change, Account, Incident, and Asset management functions and processes
- Provide expert knowledge, support and guidance to business and technology teams and facilitate the collaborative support of COTS, GOTS, FOSS and custom software solutions
- Recommend alternative technologies or improvements to enhance information system operational availability, reliability, performance, etc. to support organizational goals
- Provide infrastructure-related operational support documentation
- Work as part of team and provide off-hours supports when required to achieve program objectives
6
Responsibilities For Senior Manager, NOC Resume
- Manage, track, audit, report, process, assign and work tickets daily and across shifts
- Manage to closure the remediation of security compliance & vulnerabilities
- Provide daily infrastructure analysis reports
- Coordinate and manage service desk type environment
- Write professional technical English and train staff
- Work with the technical leadership to effectively plan and manage network support services in support of the end client. Ensure project initiatives are completed on schedule and budget with adherence to high quality standards
- Manage relationships and communications with all project stakeholders including customers and end users
7
Responsibilities For NOC Service Manager Resume
- Provide thought leadership and innovation in the application of information technology
- Technical and Financial Reports and Forecasts
- Accountability to the Customer for Contract Performance
- Sound knowledge of network-layered approach
- Strong financial analysis; achieves financial objectives by anticipating requirements; submitting information for budget preparation; scheduling expenditures; monitoring costs; analyzing variances
- Provide technical expertise at NOC meetings, as well as planning and scheduling meetings as required
- Provide technical based supervisory oversight of assigned networking staff
- Hire and retain great engineering talent
- Manages conflicts and resolves problems
8
Responsibilities For Noc Manager Moldova Site Resume
- Maintenance of continuity across the project by documenting and communicating standard operating procedures, communicating actions, irregularities, and continuing needs
- Provide network engineering solutions and network system administration for all network hardware associated with the classified and unclassified ACE-IT networks
- Maintain an up to date configuration of all commercial software and hardware relevant to the management of the classified and unclassified ACE-IT networks
- Configure and maintain network management platforms. Evaluate, troubleshoot and analyze network events
- Manager a team of 12-18 Multi-tiered, Multi-site located Network technicians, set work schedules, approve timecards and telework
- Build and lead an elite operations team
- Reinforce the Box culture and values
- Monitor the overall health of our production infrastructure
- Drive the resolution of critical problems and Incidents
9
Responsibilities For Manager eCG NOC Resume
- Handle the elimination of toil and drive efficiencies
- Develop process and procedures within the NOC to make this area world class
- Create, update and maintain documentation associated with processes and procedures (run books)
- Manage the relationship with the service provider
- Manage and coordinate monthly maintenance with the operational teams
- Is subject to escalation 24 hours, 7 days a week
- Ownership- As we progress our offerings and deliver next generation NOC and SOC capabilities we need a leader of people to drive forward our journey into integrated service delivery, DevOps and AIOps. This includes helping us to review how we deal with major incidents
10
Responsibilities For Noc Manager Cp Resume
- Directly manage network operations team responsible for monitoring LAN's, WAN's, network segments, Internet, and Intranet systems
- Cooperation & Teamwork - Work closely with Pre-Sales, Transition teams and Project Managers to on-board new clients through the defined Service Take on process
- Report directly to senior leadership on overall NOC performance
- Negotiate purchase agreements with hardware and service vendors and manage vendor relations with manufacturers for hardware support
- Manager for IT Operations Control/Tier II technicians in resolving incidents/tickets and providing technical support by maintaining equipment, troubleshooting, resolving customer issues
- Serves as the ‘eyes and ears’ of Operations for the ARNG unclassified and classified networks and services
- Up-channels operational information through Government and contract leadership to maintain situational awareness through daily SITREPS, status briefs, emails, phone calls and text messaging
- Coordinating dissemination of information to customers in the form of Network Maintenance Alerts (NMAs) and scheduled changes that are impacting delivery of services
- Trains, or arranges for training of Tier II staff on new technologies and/or processes and procedures
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