Bethesda.net is seeking a self-driven NOC Lead who focuses on leading the team to provide high quality, urgent response times, and foster a healthy team culture.
Leading the front line, emotional intelligence is a must, as your mission will be to provide the best support to partner studios to provide the best player experience in the industry. You will be one of a handful of leaders guiding the centralized NOC support center, which operates 24/7. The team is integrated into several critical titles, products, and services across the company. Your time will be spent assisting and growing the team, owning projects to make the NOC a well-oiled machine, and interfacing with customers and partner teams to solve problems.
This is position you will be supporting a 24/7 environment. The NOC Lead will work the 1st or 2nd shift and will be required to support 3rd shift on an as-need basis.
Responsibilities
Understanding of ITIL Framework for Operations / Service Desk responsibilities ranging from incident management, service request fulfillment, problem management, alert management and P1 management
Ability to write and hold the team accountable for processes such as Knowledge Base Articles (KBs) and Standard Operation Procedures (SOPs)
Ability to provide constructive, direct, and actionable feedback to the team based on work performance metrics
Capability to facilitate meetings whether they are 1x1s, team-wide, departmental, and/or with partners and customers outside of our team
Skills in coordinating resources in live operations by successfully prioritizing and delegating critical work in a fast-paced environment
Ability to execute in quality project work through critical thinking and implementation of sustainable solutions
Technical experience across various infrastructure types (physical, cloud-based) and their monitoring tools (New Relic, Splunk, etc.
Offers weekly rotational on-call availability for the team to assist with critical issues
A strength in time management best practices to ensure you are prioritizing the most critical work (timeboxing, Eisenhower method, planning, aiming for great and not perfect)
Qualifications
Minimum 3+ years NOC System Administration or Help Desk experience
Minimum 3+ years NOC Leadership or Operation Management experience
Minimum 2+ years of Project Management experience
Minimum 2+ years of tools and monitoring experience and ticketing systems
Minimum 2+ years of experience working with cloud hosting services (ex. AWS or Azure)
Experience with Jira and Jira Service Desk is preferred
Experience developing ways to monitor, measure, and report the NOC’s performance
Experience building and maintaining relationships with supporting partners and customers