Shift Manager, Network Operations Center

Job description

The IBM Cloud Network Operations Center is the team charged with monitoring the global IBM Cloud network infrastructure and are first responders for incidents on this network. As part of a 24x7 operations organization, Network Operations Center Technicians are tasked with the initial investigation and triage of events, resolution of events, escalation of events to other teams for resolution, and communication of events to internal audiences as well as clients.

The Shift Manager role is focused on supporting this team in these activities, combining technical leadership with people management. Shift Managers allocate the available workforce to respond to potential issues associated with the network, and are expected to help drive continuous improvement of skills and processes in the Network Operations Center.

Candidates should have a strong understanding of Network Operations and Engineering to deliver operational excellence in the role.

Responsibilities:

· 
Oversee and coordinate workflow during one of four 8-hour shifts, 5 days a week

· 
Participate in weekend on-call rotation to coordinate response for critical issues

· 
Communicate with internal clients and colleagues to ensure network issues are addressed expeditiously

· 
Work with operations management to maintain and implement policies and procedures, ensuring relevance and usefulness to the department's areas of responsibility 


· 
Work with technical writing and operations staff to develop technical documentation for tasks performed, and training consumed, by Network Operations Center employees

· 
Recruiting and selecting suitable technicians for the evening shift

· 
Set individual and team goals based on criteria provided by Network Operations leadership

· 
Work with staff to identify opportunities to improve the performance of the team

· 
Provide guidance to DevOps staff to enhance value of monitoring, alerting, and automation software

Auto req ID

119658BR
Required Education

High School Diploma/GED
Role ( Job Role )

Team Leader
State / Province

TEXAS
Primary job category

Technical Specialist
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

W&CP
Preferred Education

Bachelor's Degree
City / Township / Village

HOUSTON
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  2+ years of experience in Network operations or engineering in a multi-vendor environment, with focus on Cisco, Juniper, or Arista core network devices.
·  Can demonstrate understanding of BGP, OSPF, MPLS networking protocols
·  Able to communicate in a professional and technical manner with an external client base 

·  1+ years of experience in a leadership role
·  Day shift or midday shift available.


Country

United States
Preferred Technical and Professional Experience

· 
Bachelor's Degree in a computer related field or equivalent experience 


Eligibility Requirements

·  N/A
Position Type

Professional
New Collar Role

Yes