The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Director Network Operations Center is responsible for leading the Network Operations Center (NOC) IT team within IT Service Delivery group that supports end to end availability of IT services for the business.
The role is responsible for delivery of business service availability by managing the 24 x 7 operations center team within the IT Operations organization. The NOC team is responsible for operating the IT systems, monitoring availability, capturing, and escalating issues, managing datacenter and datacenter assets, and working across teams to ensure that critical business systems are performing and available. The role will work to evaluate, recommend, develop, implement, and maintain the appropriate tools, processes, and procedures to accomplish the vision of the IT Operations organization. The role will provide upkeep and management of various IT asset documentation in systems of records to support the IT Operations organization, and work to shift appropriate operational tasks from other IT teams to the network operations team.
The Director Network Operations Center role brings knowledge and future vision for IT Operations functions including strategy, service offerings and organizational development. It serves as a key escalation point for business impacting incidents or outages, in coordination with other operations teams and the broader IT organization.
Key Responsibilities:
- Provide leadership, oversight, and mentor analysts and operators to build a high functioning network operations organization that improves availability and speeds delivery of IT Services:
- Partner with all areas of IT to identify repeatable tasks that can be shifted to the operations area. Ensure that team executes tasks consistently and quickly. Provide feedback for areas of improvement and automation opportunities of these tasks and broader IT Service delivery.
- Execute defined operational procedures across open systems and mainframe systems to support routine function and health of the systems, escalating issues as appropriate to other operational, application, or infrastructure teams.
- Implement capacity management across on premise and remote datacenter assets. Proactively monitor and forecast for potential under or over use of datacenter components needed to meet business requirements. Facilitate end to end asset management of physical assets in the local and remote datacenters. Monitor for and respond to unexpected power, cooling, or other issues in the datacenter.
- Evaluate monitoring capabilities, business service mapping and relationships, alerting, event management, and ITSM processes and tools for gaps in achieving the vision of the IT operations group. Continually improve our network operations center processes and tools towards achievement of the vision.
- Assess, manage, and implement technology in the network operations control room to ensure valuable metrics, alerts, events, and incidents are used to support operations staff’s ability to monitor our technology systems and environment.
- Manage a 24x7 staff of analyst to execute operational procedures, and monitor for and respond to user reported and system identified events, incidents, and problems.
- Document procedures and important information about the systems and environment to support onboarding and training of new personnel.
- Rotating on call 24x7 escalation manager for IT operations.
- Develop core policies and procedures as needed for managing assets in local and remote datacenter throughout asset lifecycle.
- Provide leadership in the participation, planning and management of technical solutions of diverse size and scale
- Develop short- and long-term technology vision and roadmaps
- Communicate accurate and useful updates to various levels of IT management, including senior leaders and other management as needed on a timely basis
- Instill commitment to quality, customer service, ownership, and teamwork
- Monitor adherence of technical teams to defined processes
- Ensure goals for teams are being met and manage group commitments
- Identify potential business opportunities and communicate them to departmental management
- Make decisions that reflect the best interests of the company
- Be willing and available to travel as required
- Be willing and available for after-hours support
- Other duties as assigned
Anticipated Areas of Focus within work responsibilities:
- 10% Delivery and Execution – Implement, update, and maintain datacenter environmental and asset solutions. Deliver assigned operational tasks on time and with no interruption to business services.
- 20% People - Acts as a point of escalation for business impacting degradations and outages; Provides leadership, mentoring, and coaching to direct reports; Conducts annual and quarterly reviews, reviewing individual development plans and providing performance feedback; Attracts, retains, develops, and motivates top talent
- 20% Strategy and Planning - Works with management, other operations teams, and business customers to develop operational processes and procedures to deliver value; Works across local teams to unify strategy and alignment; Identifies and removes potential roadblocks & bottlenecks across large cross-functional teams to support availability of services to business; Participates in and influences development of technology roadmaps within a given portfolio; Drives thought leadership and innovation within a given portfolio
- 40% Support and Enablement - Point of escalation for high-priority issues and outages as they arise; Provides real time monitoring across IT environment to detect degradations and outages; Maintains asset database in systems of records to support monitoring and management of datacenter, Fields questions from project, product, and support teams; Helps solve technology disputes across local teams; Analyze toolsets to recommend improvements in delivery of end to end business availability for IT services; Evangelizes successful usage of tooling and technology with local teams
Qualifications:
- Education: College Degree Required with experience leading IT teams. Industry certifications a plus.
- Work Experience: 10 + years IT, 5+ years experience delivering a broad portfolio of technology solutions; experience with mainframe and open systems technologies and datacenter operations, enterprise process understanding needed to advance operational maturity within the organization.
- Other Requirements: Travel will be minimal and reasonable notice will be given when necessary
Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
