• NOC/SOC Supervisor

    Location US-PA-Erie
    ID
    2019-3794
    Experience (Years)
    3
    Job Type
    Regular Full-Time
  • Company Overview

    MCPc is a global data protection company that improves the security and financial well-being of our clients.

     

    We protect data, manage the complexity and sustainability of technology, empower employee performance, and ultimately reduce business risk.

     

    Our Chain-of-Custody Security Solutions (SM) Platform provides holistic end-to-end lifecycle management to protect data on the most vulnerable cyber-attack surfaces – every smartphone, tablet, laptop, desktop, and IoT device our clients use to do business every day.

     

    With headquarters in Cleveland, OH, MCPc has a global footprint to do business in 80 countries. 2019 will see new operations opening in Mississauga, Canada, just southwest of Toronto, and in Tilburg, Netherlands to service Europe.  We serve our clients through five integrated business units: Secure Technology Logistics, Managed Security Solutions, Secure Technology Asset Disposition, IT Asset Management, and IT Talent Solutions.

     

    MCPc is proud to be an equal opportunity employer. We are focused on recruiting, training, and retaining top talent at every level in our organization. 

    Position Overview

    The NOC/SOC Supervisor will be responsible for the day to day supervision of the Erie NOC/SOC analysts, oversee operations at the Erie NOC/SOC facility, act as a key escalation resource and assist with NOC/SOC service improvement. The successful candidate will work M-F 8-5, on call as needed.

    Responsibilities

    • Liaison between Analysts, Directors, Service Delivery Managers, and Team Leads
    • Assist with ‘sensitive’ calls/tickets to further relationship with client
    • Interview and shepherd new-hire process as part of internship program at Erie NOC/SOC
    • Assist in the continuous development of training for new and existing employees across both NOC/SOC locations
    • Assist with the development of new operational procedures for enhancing team efficiency or for support of a new product offering
    • Act as the first point of escalation for the analyst team at Erie NOC/SOC
      • Act as the secondary point of escalation for the analyst team at the Cleveland NOC/SOC
    • Work with administration team on schedules, vacations, etc. for both NOC/SOC locations
    • Review and approve timesheets for direct reports
    • Remain available and on-call to assist in determining the severity of outages and facilitate customer and staff communications.
    • Perform employee development, reviews, and regular one-on-one’s as applicable
    • Oversee operations at Erie NOC/SOC as primary onsite resource
    • Facilitate tours, discussions, and events in coordination with sales team
    • Ensure timely metrics within NOC/SOC and provide KPI-driven analysis as required

    Qualifications

    Technical knowledge:

    • Thorough understanding of IT infrastructure – Servers, Network devices, Storage
    • Familiarity with system administration activities – Windows, Unix, Active Directory, DNS etc.

     

     

    Other qualities and requirements:

    • Customer service experience
    • Attention to detail
    • Ability to follow procedures precisely
    • Efficient
    • Punctual
    • Critical and analytical thinking skills

     

    Education:

    One or more of the following

     

    • Associate/BS degree in Computer/Technology field or equivalent work experience in related fields.
    • Completed one or more certifications such as CCENT, MCSA, etc. or acquire within a year of employment 1 to 2 years of experience in monitoring and/or supporting Infrastructure, Network Devices and Applications in an Enterprise environment in a NOC or Service Desk environment.

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