Supervisor NOC (Night Shift)

Job Description

Basic Purpose Responsible for leading a functional team that provides computer operations incident and problem resolution in a multi-platform, 24x7 data center operations environment by performing front-line event management for all information technology business critical applications, servers, peripherals, telecommunications, the mainframe, desktops and laptops and IT computing facilities. Provides functional support for Windows, Unix and mainframe servers, databases, applications, hardware and software, telecommunications, peripherals, and data center environments. Responsible for the identification and resolution of service-level problems and mission-critical tasks for complex IT systems. This role will be responsible for supporting all US-based BHE platforms. Manages shift schedules to ensure 24x7 coverage across the Network Operation Center (NOC)

Responsibilities

Essential Duties and Responsibilities

Leads a functional team by providing technical leadership and directing day-to-day activities, departmental projects, initiatives and assignments.

Directs the technical complexities of work and directs the work of others. Provides input into team employee performance reviews.

Flags performance and personnel issues for manager resolution. Mentors and coaches team members to enhance their technical expertise and skills.

Monitors information technology and assures rapid response to alerts to support high availability and restoration of services.

Applies troubleshooting and technical skills and coordinates with company workgroups, internal and external technical service providers, and external business partners to resolve incidents.

Ensures compliance with cyber security and operational practices.

Creates work tickets to ensure proper tracking, prioritization and escalation of incidents and service requests.

Ensures continuous, uninterrupted service by responding to and diagnosing first and second-tier problems through troubleshooting and analysis, independently or with other information technology support personnel on server/network, desktop or mainframe applications and hardware systems.

Monitors all information technology systems, networks, devices and facilities to proactively identify service impacting events.

Provides front-line responses to alerts by analyzing, diagnosing and resolving incidents utilizing knowledge base and a variety of hardware and software diagnostic/testing tools and techniques.

Acts as the technical liaison support between other information technology groups and the technology resource center.

Confers with internal and external technical support staff including vendors and carriers to work on affected hardware, software and associated peripheral devices including voice and data circuits.

Utilizes technical and troubleshooting skills to work directly with cross-organizational teams and external resources to provide resolution to incidents within service level agreements (SLAs).

Effectively collaborates with cross-departmental teams and stakeholders to ensure seamless resolution of incidents and issues.

Prioritizes actions required on concurrent events identified through automated alerts, monitoring, or direct contact by a company workgroup, internal or external technical service providers or external business partners.

Leads the development and maintenance of processes, procedures and standards to deliver a high quality standard of service, including guideline documentation, training, templates and stakeholder communication for the incident management and event management processes as it pertains to the integrated computing operations center.

Continuously improves processes by leveraging KPIs to measure the effectiveness of incident management and drive improvements.

Acts as the incident manager during critical and major incidents by coordinating the execution of the information technology emergency action plan (ITEAP).

Convenes and facilitates the incident team, communicates with stakeholders, documents the incidents and completes major incident reviews.

Facilitate regular incident review meetings with stakeholders. Provides required incident reports and coordinates follow-up actions Facilitates continuous improvement of the major incident management process.

Conducts periodic major incident drills and coordinates updates to major incident procedures.

Participates in a weekly on-call team rotation schedule for after-hours support.

Provides limited afterhours support for service desk rollover calls.

Monitors and enforces all compliance requirements for area of responsibility

Ensures all compliance aspects of position are known and followed; understands and complies with all policies, codes and regulations applicable to position and company.

Performs related duties as assigned.

Qualifications

Education and Work Experience

Bachelor’s degree in computer science, information technology or related field and five years of experience in a technology NOC or integrated operations center role and experience with disaster recovery plans and related technologies. Candidates that do not possess a bachelor’s degree must have a minimum of nine years of experience in a technology NOC or integrated operations center role and experience with disaster recovery plans and related technologies.

Specialized Knowledge And Skills Demonstrated Knowledge Of

• Advanced level analysis and design skills involving the ability to gather data on systems issues and to diagnose server, voice or network alerts, events or issues.
• Current technologies, tools, applications, and vendors along with an understanding of common information architecture frameworks.
• Enterprise monitoring systems.
• Professional technical certifications in infrastructure solutions or ability demonstrate equivalent knowledge.
• Advanced knowledge of utility energy management and industrial control networks desirable.
• Demonstrated proficiency in two of the following core disciplines and a balance of advanced skills and knowledge in the remaining disciplines: network device management, firewalls, network switching, windows server administration, linux administration, unix server administration, infrastructure security.
• IT network infrastructure and enterprise systems, with a strong understanding of data centers and network operations. A valid network certification such as CCNA or CCNP is a plus.
• Experience in incident management and system restoration at an enterprise level is preferred. Demonstrated skills such as:
• Ability to prioritize and handle multiple tasks and projects concurrently.
• Strong analytical, problem-solving and decision-making skills.
• Organizational skills and excellent communication abilities.
• Ability to lead the work of others.
• Proven ability to identify conflicts and facilitate resolution.
  
  

Equipment and Applications PCs, word processing, spreadsheet and database software.

Work Environment and Physical Demands General office environment. No physical demands required. Availability to work any shift including holidays in a 24 x 7 x 365 work environment.

About Us

NV Energy is looking for qualified people to join us in one of the premier energy companies in the West. Located in the fastest growing state in the United States, NV Energy provides electricity to 1.3 million customers throughout Nevada as well as a state tourist population exceeding 40 million annually. Among the many communities we serve are Las Vegas, Reno-Sparks, Henderson, Elko and South Lake Tahoe. We also provide natural gas to more than 155,000 citizens in the Reno-Sparks area.

About The Team

At NV Energy, we celebrate diversity, equity and inclusion. NV Energy is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.