Noc Team Leader

Job Function: Technical Delivery Center
- Services Why SoftwareONE?:
Today SoftwareONE is a global leader in software and cloud portfolio management and is modernizing the way organizations budget and optimize their global IT spend from on-premises to the cloud.

In tandem, our Software Lifecycle Management (SLM) services provide the methodology and framework to optimize the underlying IT infrastructure, accelerate cloud adoption and minimize compliance risk.

With our dynamic leadership and driven business strategy SoftwareONE is one of the fastest growing technology solution providers in the world with elite partnerships with Microsoft, AWS, Adobe, IBM, VMware, Oracle, Citrix, Red Hat, Trend Micro and many more.

SoftwareONE Holding AG, Riedenmatt 4, CH-6370 Stans

The role:
As the NOC Team Lead, No two days are the same. You will be working on state-of-the-art enterprise cloud monitoring technology, while supporting the innovation to provide a first-class service on inbound tooling events or automated support requests, providing excellent customer service. You will lead and develop team members across the globe, supporting multiple languages, in providing first-line ticket management across SoftwareONE's global service portfolio.

The NOC Team Lead will provide leadership for a distributed team of NOC Engineers that is responsible for monitoring a global cloud infrastructure for several SoftwareONE platforms. The NOC Team has end-to-end ownership of incident management and response, performing initial troubleshooting of production issues, escalation of problems, performing testing, and providing internal communication of issues during and after incident resolution.

Our NOC Associates deliver inbound, triage, and routing support to ensure our customer's tickets are ready for success by defined support groups. SoftwareONE offers services across several technologies, and the NOC will assist our customers where a documented standard operating procedure exists in relation to tooling-generated incidents or problems.

The NOC Team Lead will look and help with identifying invocation opportunities in the delivery of the NOC services.

Core Responsabilities:

- Oversee daily operations of the NOC to ensure proper staffing, training, and communication are in place.
- Analyse incoming tickets, oversee team queues, and ensure service exceeds agreed service levels.
- Works with other support teams to promote excellent customer service, effective response times, and expert insights into trending support issues.
- Enforces quality of service guidelines for interacting with internal and external customers, support transitions, and overall customer satisfaction.
- Ensuring the team meets the KPIs for service quality and delivery while adhering to the global delivery processes.
- Encourage and promote innovation and offer ideas for execution and learning.
- Develop and lead process improvements to improve response and resolution times.
- Lead content development and curation of standard operating procedures and the NOC knowledge base.
- Proactively analysing the quality and ensuring services/tasks are delivered at the required level of quality across queues.
- Accountable for individual team member performance management, training, and development
- Perform performance review and goal setting of each member quarterly and annually.
- Support in recruitment of qualified skill requirements within the team.
- NOC Lead oversees the work of junior employees to ensure that system requirements have been properly implemented and procedures carefully followed.
- Responsible for informing Management, partners and peers about network performance and service availability

What we need to see from you:

- Bachelor’s degree or Degree in Computer Science / Technology or Electronics & Communication Engineering / Cloud Certification (AWS, Azure, GCP)
- Technical certifications such as MCSE, RHCE, of cloud certification preferred
- ITIL Foundations certification
- Excellent understanding of ITIL methodology and best practices
- Proficiency with ITSM and Contact Center solutions
- English at level C1
- Portuguese / Spanish preferred
- Minimum two years experience in a people management capacity in a large or multi-site inbound contact centre or fast-paced environment supervising 15+ frontline employees
- Knowledge of ITSM and contact centre management tools, processes, procedures, and performance metrics, and can innovate and improve as needed
- Knowledge and experience of best practices in customer service and IT service management
- Knowledge and experience of system and network infrastructures event monitoring technologies, server virtualization, enterprise storage area network (SAN) and backup, enterprise performance and fault monitoring tools.
- Strong relationship management skills with internal and external customers
- Ability to manage and lead a team
- Willingness and ability to learn new products and network technologies quickly,