20 days old

NOC Manager

Medline Industries, Inc.
Mundelein, IL 60060
  • Job Code

Job Description
Here is a great opportunity to join a great company! Medline Industries has enjoyed DOUBLE DIGIT GROWTH for 52 of the past 53 years! We've again been named to the Chicago Tribune's Top Workplaces, and we're again on the list of Becker's Great Places to Work in Healthcare.

As we continue to grow, we have a Network Operations Manager who will be responsible for managing Medlines Network Operations Center (NOC). They will also be responsible for all staff, processes, metrics, and tools required to manage and support our products.

The NOC Manager will handle all Incident escalations in accordance with formal procedures and serve as a primary interface with carriers and partner suppliers. The NOC Manager will formalize internal working agreements and OLAs with supporting functions, such as Engineering, Client Success and Service Delivery to ensure all products are delivered in accordance with Medlines SLA.

Key Responsibilities
Develop staffing and skills matrix to ensure depth and breadth of coverage for all NOC shifts
Maintain constant vigilance and situational awareness of all Incidents, escalations and Events
Create operational dashboards, reports and other visual and quantitative management tools to track and report on network uptime, service interruptions, and other service level and KPI metrics
Take full ownership of all supporting processes and procedures and update as required
Be a strong champion of IT Service Management (ITSM) principles and methods
Conduct quality assurance initiatives, including but not limited to the monitoring of support calls to ensure staff are delivering quality information and support to clients that is courteous, timely, professional, and effective manner

Develop, document, and implement all ITSM processes pertaining to the NOC (e.g. Incident Management, Event Management and Capacity Management).
Implement the necessary metrics to monitor results and identify areas requiring improvement.
Enhance and improve the existing knowledge base to facilitate Incident resolution
Maintain and update service documentation to reflect changes in service encountered/driven by Incident handling.

Ensure appropriate resources are engaged to resolve Incidents according to their prioritization
Oversee all aspects of Incident resolution for Incidents escalated to the NOC
Ensure timely and appropriate internal and external communication occur throughout the incident.
Serve as an escalation point for third party Incidents
Lead reviews of incidents to identify deficiencies and foster continual improvement in operations
Develop and implement opportunities for automation to gain efficiencies

Review and update the Event Management process
Review and update all event monitoring schema to ensure that the correct items are being monitored and reported and correlated to Event Management
Ensure appropriate resources are engaged to manage and acknowledge and report all Events
Develop seamless integration between Events and Incident Management

Schedule and oversee the maintenance schedule for network elements.
Coordinate notification to client(s) with the Service Desk.
Report project status to higher management.

Establish relationships with all third-party carriers.
Maintain current vendor escalation/contact lists.
Develop and ensure adherence to a vendor escalation process to resolve incidents.
Ensure proper documentation of service interruption resulting from vendor issues to enable requests for SLA credits to be processed.

Job Qualifications
Required Skills
Demonstrated experience leading teams in a high-pressure environment
Demonstrated experience with IT Service Management (ITSM) process development
Demonstrated experience developing and managing to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
Experience running an operations center is required, as well as a strong familiarity with service management concepts and delivery processes, such as Incident Management, Event Management, Problem Management, and Change Management.
Ability to demonstrate past experience using and integrating network monitoring tools and processes is required.
Demonstrated experience identifying trends derived from network Events and ability to execute the appropriate resolution via Incident Management or Change Management
General knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, and Switches
Strong organizational skills
Advanced communication skills both written and customer-facing
5 years of experience managing operations teams in a demanding fast-paced environment
Preferred Skills
ITIL Foundations (V3) or higher
Bachelor's Degree in related field

More About Medline:
Medline is the largest privately held manufacturer and distributor of healthcare supplies in the United States, providing more than 550,000 products that serve the entire continuum of care. Our innovative products and programs can be found in most hospitals, extended-care facilities, surgery centers, physician offices, home care dealers, home health agencies and retail outlets.

Founded in 1910, Medline has grown from a small manufacturer of aprons, surgical gowns and uniforms to a thriving $12 billion global enterprise because of our dedicated people, entrepreneurial spirit and honest values.

Again named one of the countrys "Best and Brightest Companies to Work For, and once again named to Chicago Tribunes Top Workplaces, Medline has experienced fifty-plus years of consecutive annual growth, and is headquartered in Northfield, IL.

Posted: 2020-01-08 Expires: 2020-02-06
Sponsored by:
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Sponsored by:
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NOC Manager

Medline Industries, Inc.
Mundelein, IL 60060

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