Job Opportunities API

About Prime System Solutions: Prime is a leading provider of IT services, specializing in delivering top talent, service delivery and innovative solutions to its global clientage. About the Job: The Senior Network Operations Center (NOC) Manager is responsible for managing and leading their team in providing a consistent level of quality and service to support client systems. The ideal candidate will deliver effective leadership, strategy, follow-up, and direction that aligns with overall company goals. This role requires a proactive, self-driven leader who can continually train and educate employees on people, process, and technology standards while ensuring client satisfaction and operational excellence. Requirements Leadership and Team Management: •        Provide overall leadership for the teams under your reporting structure. •        Maintain accountability for reporting Managers overseeing each team. •        Set and manage performance goals for the overall team. •        Proactively manage capacity and ensure the staff requisition process is followed in a timely manner. •        Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance. •        Perform employee reviews, manage headcount, hiring, and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching, and staff development. •        Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance. Client and Escalation Management: •        Act as an escalation point for critical client issues; communicate and manage communication with customers as needed. •        Communicate with all parties in a constructive manner to guarantee customer expectations are met. •        Provide timely responses and guidance to client requests, either directly if needed or via your team. •        Advocate for the customer in day-to-day operations. •        Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident reviews. •        Build relationships with clients and team members and serve as a trusted point of contact. Operations and Performance Management: •        Responsible for the scheduling, time, and utilization management of team members, ensuring every hour is a profitable hour and that workflows and procedures are being followed. •        Review and manage ticket backlog to ensure services are being correctly scheduled, prioritized, and moving through the system as desired. •        Proactive issue trending and data reporting for the improvement of key metrics. •        Manage team performance and tools to meet or exceed SLOs. •        Liaise with internal and external resources to provide detailed analysis of operations and opportunities for improvement to meet SLAs and internal efficiencies. •        Working with leadership to identify opportunities for process improvement and leveraging data to prioritize the identified opportunities; integrating and interpreting data from diverse sources to drive decision-making. Self-Management and Professional Conduct: •        Possesses a hig