NOC Tier2 Manager

Ref#: 23715

Function: Cloud Services

Location: US, OH, Brook Park

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OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. #LI-POST

The opportunity:

The NOC Tier2 Manager is responsible for maintaining 7x24/365 uptime and availability for all Commercial Cloud Services and select OpenText IT Corporate services.
The NOC Tier2 team is responsible for the 2nd level advanced resolution and primary escalation point for all OpenText Commercial systems and services. In this role, as a NOC Tier2 Manager, the focus is on your assigned NOC shift team direct reports and ensuring the functions of the NOC Tier2 team are meeting expected productivity and efficiency. As a people manager, the position includes administrative and developmental management of direct report employees, NOC Tier2 Analysts. In this capacity, the NOC Tier2 Manager is responsible for performance appraisals, payroll and time management of reporting team members.
In addition, the NOC Manager’s role is critical to the improvement, design, development, documentation, and testing, of all standard operating procedures and methods used by both the NOC Tier2, and NOC Tier1, teams for all systems within the team’s responsibility. The NOC Tier2 Manager will collaborate with the NOC Management team and peers outside the organization to lead projects where they will be responsible for tasks and goals specific to improvements within the NOC Tier2 organization.
The NOC Tier2 team is also a key stakeholder and driver of the company’s Service Management standard processes across all platforms and services within OpenText and ensuring adherence to our best practices.
The position requires excellent communication skills, integration and notification to all internal OpenText departments including but not limited to, Executive Management, Cloud Service Operations and International Regions (both Commercial and IT).

You are great at:

Drive Service MTTR, Knowledge Upskill and Continuous Improvements
• Attend daily management Quality Call to speak to NOC related events/incidents
• Attend NOC engaged MPRs (currently averaging 2 MPRs a day)
• Drive departmental initiatives with staff
• Manage day to day NOC operations and non-Major Incidents
• Actively participate is NOC Project tasks (each Manager owns specific sub-tasks of the NOC’s active projects)

NOC Tier2 Special Projects
• Assume ownership over any department projects assigned to you
• Act as Project Manager to create project plan, POC, project intake, communication plan, etc. Drive and run project, meetings until project is complete.

Process Management
• Develop Unified and Efficient Support Procedures
• Work with NOC Tier2 Management on 2nd Level Process Flows
• Continuous service improvement

Mergers and Acquisitions
• Review and collaborate in business decisions on post-acquisition NOC Tier2 support expectations
• Support integration of processes and procedures into NOC Tier2
• Represent NOC Tier2 on all assigned integration efforts and meetings

Administrative
• Ensure all direct reports are compliant with any governance, security or HR requested training
• Manage and report team KPIs and capacity
• Lead staff to ensure all vacation time management and department policies and guidelines are adhered to

What it takes:

Required Qualifications:
• Bachelor’s Degree and/or equivalent IT job experience and training
• Minimum of 10 years of relevant IT Leadership experience
• 5+ years demonstrated management experience in the areas of performance management, recruitment, change management and ability to handle employee relations matters at all levels
• ITIL Best Practices and Methodologies certifications and/or knowledge
• Ability to run acquisition support, consolidations and integration efforts
• Ability to articulate clearly both in written and verbal communications to Sr Management
• Proficient with Microsoft Office Suite (including Visio and Access) and PMP Foundations
• Able to provide Project plans, Proof of Concept, flow charts, Project documentation and drive project meetings with stakeholders
• Proficient with Analytics and statistical data, reports, metrics
• Able to work with a sense of urgency in a fast paced and demanding environment

Preferred Qualifications:
• Very strong operations support background with 10+ years’ experience in an IT environment
• Knowledge of common industry monitoring tools as well as experience working with them
• The skills needed to make determinations of prioritization on critical system issues efficiently and accurately while meeting changing or conflicting priorities, while maintaining effectiveness
• Able to understand and drive issues to resolution
• Coordination, organization and teaming skills
• Self-motivated and quality-driven, balanced with technical, analysis and support abilities
• Ability to defuse anger, resolve conflict and operate with a strong sense of urgency
• Ability to multi-task and respond to priority issues effectively and timely manner
• Ability to work independently, with minimal supervision
• Knowledge of budgeting and planning for a multifaceted global team
• Must be able to establish yearly goals and plan career development for team members
• Must be accountable and responsible
• Must be able to manage a highly skilled team of 2 to 50 members
• Seek opportunities for continued personnel and business growth and improvement

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity  and Employee Polygraph Protection Act

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