Innovate. Collaborate. Thrive. GCOM is changing the way governments work. And wersquore supporting our clients in a new way. Wersquore reliable, capable and agile. Our fast paced and energetic culture allows our employees to make an impact. We are proud to do work that matters ndash and to be viewed as a national player in the government arenas of regulatory and inspection automation, customer engagement and criminal justice systems and the Women Infant and Children (WIC) programs. We also specialize in product development, custom off the shelf (COTS) Implementations, and system integration services, including full application development lifecycle. At GCOM, we are known as being a great place to work and a place to build your career! You will work with awesome technical teams to design and implement solutions for clients in a multiplatform environment. You will be encouraged to be creative and given the opportunity to leverage a wide variety of technical tools. Your energy, analytical, technical and business skills will drive real impact in your community. Are you looking to Collaborate, Innovate and Thrive? Come join our growing team doing great work to make lives easier for the constituents of state and local governments. JOB DESCRIPTION As a key member of the Infrastructure Modernization team, the Network Operations Center (NOC) Supervisor is responsible for the overall planning, organizing, and execution of 24x7x365 Network and Systems operations. This position establishes support capacity through planning, allocation of NOC staff, procurement and deployment of appropriate technology solutions. The NOC Supervisor is responsible for the creation and implementation of policies, goals, deadlines and projects. The NOC Manager must have the ability to understand the process involved to adapt, integrate, modify existing systems, hardwaresoftware and configurations or vendor-supplied products for use within an Enterprise Level and complex technical environment. The ideal candidate is an extreme team player with proven leadership and development ability. This role must work closely with all Information Technology teams, individuals and vendors to ensure seamless delivery of NOC projects. The NOC Supervisor position will also be part of the normal rotation performing the duties of a NOC Analyst. The position will be required to perform occasional off-hours work during nights and weekends both for urgent issues as well as for maintenance that is required outside of business hours. Customer service KEY RESPONSIBILITIES Supervise a 24x7x365 NOC that consists of Level 1Level 2 technicians. Assign and manage the workload of shift personnel, as well as escalate resource constraints to management. Oversee day-to-day NOC operations, escalations, ticketing and communications with all customers. Works closely with management team to ensure all operational, administrative, and compliance functions within the firm are being properly executed in accordance to regulatory-based best practices. Manage team interactions including meeting service levels in a manner consistent with the organizationrsquos core values, customer Service Level Agreements (SLAs), and key performance expectations. Enterprise monitoring of all services including site locations, Infrastructure, Data Center and business applications. Assign resources and monitor progress of all assignments ensure completion of schedules. Develop work processes for Operational activities Manage and maintain all documentation associated with processes and procedures Continuously improve and develop systems to proactively monitor the infrastructure, as well as work to increase applicationportal monitoring. Provide operational direction, escalation assistance and executive level communications for all enterprise events (when necessary). Ensure assigned team demonstrates a strong understanding of the business environment and needs within the area of responsibility. Understand technical, business and operational impacts of work responsibilities or problems. Provide direct feedback to staff as appropriate to ensure constant growth while pursuing operational maturity. Collaborate with business partners and customers to ensure operational process standardization and maturity. Hire, train, mentor and develop Level NOC technicians. Provides leadership and coordination on projects assigned. Strong experience in NOC operational process and process development including the development and measurement of KPIrsquos. Ensure that systemic issues have appropriate resolution paths. Generate key reports for management including but not limited to system availability, service level agreements, ticket resolution and customer issues. Provide coverage for, and act on behalf, of the NOC during periods of absence. Performs all other related duties as assigned. Is subject to call 24 hours, 7 days a week, to cover QUALIFICATIONS Bachelor's degree or equivalent experience and a minimum of 2 years of related experience Must have at least 3 years of experience as a supervisormanager in a 24x7x365 Data Center environment (Network Operations Center Security Operations Center Job Automation Enterprise Level Monitoring). At least 3 yrsrsquo experience directly supervisingmanaging staff in the day-to-day performance of their jobs 3+ year years' experience working in data networking support. Ability to prioritize NOC tasks and responsibilities and effectively manage workloads. Working knowledge of TCPIP and the functions of NW technologies. Working understanding of NW security devices, IPsec VPNs, TCPIP, Routing, Switching, VRF, VLANS, and Bandwidth Utilization. Strong knowledge of server and network technologies including troubleshooting, upgrading, and implementing network devices and servers Experience with enterprise monitoring tools such as Fortisiem and Solarwinds Candidate must be capable to setup tools and capture, mine and interpret data from various tools such as Wireshark, Syslog, Netscout, and SteelCentral. Experience working in a technical support andor service capacity that demonstrates an ability to resolve issues within expectations and to the satisfaction of the customerclient. Strong analytical skills with the ability to distill information from disparate data sources and the capability to effectively communicate the story behind it, as well as recommendations for next steps. Experience with ITSM tools such as Jira and ServiceNow. Strong coaching and leadership skills, ability to motivate employees. Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Excellent oral and written communication skills including the ability to interact effectively with executives, engineers, vendors and peers. Ability to diagnose issues with complex systems and quickly provide guidance for resolution minimizing the impact to the business. Addressing operational concerns and issues, monitoring overall customer satisfaction Developing and implementing operational procedures and policies Analyzing training needsrequirements Ability to conduct research for special projects, respond timely inquiries, and present written oral briefings. Ability to work with details and time-sensitive issues Strong decision-making skills and response to high-pressure situations Strong attention to detail GCOM Software LLC offers a comprehensive compensation and benefit package. GCOM is an affirmative action ndash equal opportunity employer. GCOM complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other category protected by applicable federal, state and local laws. We encourage women and minority candidates to apply!