OCC Command Center Manager

Description

The OCC (Operations Command Center) Manager will be responsible for the operational management and resource management of the OCC. The candidate will manage a team of seven technicians who are responsible for delivering the following support services server health and statistics monitoring, data center environment monitoring, wide area network monitoring, and daily backup operations. To complete these tasks, the NOC leverages such tools as WhatsUp Gold, Applix, OneClick, Spectrum, RemoteWare. This candidate will be responsible for customer facing, working with different level of management, know how to juggle relationships and knowing what information should and should not be shared with the customer. The candidate must be well spoken and be able to present information such as metrics, etc. Someone who has been in this role for an outsourcing project would be a huge plus. The candidate must be able to judge the capabilities of the team (performance management, build and grow the team), the manager must be able to keep the schedule together as this is a 24x7 Environment. The candidate also must be able to be proactive and work to incorporate future responsibilities into the team, communicate with IT contacts and identify their capabilities. The Manager will own the contract deliverables with the customer to include SLAs, strategic direction of the service and partnership, and continuous improvement. Continuous improvement constitutes ownership of identifying and implementing solutions for managing the people, processes and tools of the partnership.