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SONIFI Solutions, Inc. Systems Monitoring Manager in Sioux Falls, South Dakota

Systems Monitoring Manager

Sioux Falls, SD, USA ● United States ● VirtualReq #277

Tuesday, April 6, 2021

SONIFI® Solutions prides itself on being the leader in technology solutions for the hospitality and healthcare industries. Today our team is changing people's lives through memorable guest experiences - all delivered through an integrated technology and service platform. We work with global brands like Marriott, Hyatt, Hilton, and Intercontinental and leverage technology from companies such as AT&T, LG, Samsung, and Google.

SONIFI is committed to making it simple for every customer to do business with us. We are looking to add aSystems Monitoring Managerto our team who will be responsible for developing and leading our Next-Gen NOC, assisting US and international customers.

We are looking for a leader with a positive and proactive Can-Do-Attitude who is passionate about delivering innovative proactive solutions and delighting our customers, to join SONIFI in our exciting growth journey. As a member of our team, you will work collaboratively, be customer-oriented, challenge yourself and others, and be curious. This role will perform data analytics and recurring issue analysis to identify trends and deficiencies and make recommendations for improvements. The awesome person we choose will lead a team of network specialists in a highly technical 24/7 Command Center and will collaborate with and offer solutions to other high-energy SONIFI Technical Teams.We are considering on-site as well as fully remote team members for this position so if you enjoy a casual dress working environment, or are looking to work remotely, this is the place for you!

Responsibilities

  • Oversee the monitoring of customer servers and networks to ensure system access meets and exceeds Service Level Agreement (SLA) requirements and business systems availability targets.

  • Manage day-to-day NOC technology operations to align with managed services teams, including monitoring service delivery and handling any issues or escalations.

  • Create monitoring sets for monitoring and automation.

  • Work as an escalation POC and help resolve technical issues within Technical Assistance Center, Product, Sustaining and Network Specialists.

  • Ensure proper installation, integration configuration and fine tuning of Monitoring / NOC software, tools, and technologies.

  • Identify areas of opportunity for process or technology improvement, provide leadership and develop plans to meet these objectives.

  • Problem solve and identify incident root cause issues, then work to eliminate recurring issues.

  • Provide operational management for team member workloads and utilization, timesheet.

  • Ensure recurring/preventative maintenance plans are defined, implemented, and executed.

  • Provide training, direction, and oversight to our NOC Team of Specialists.

  • Provide SME technical assistance and act as a top-level support resource with issues escalated by other technicians and specialists.

  • Develop and provide incident reports for any major customer incidents.

  • Instill a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues.

  • Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver more effective service.

  • Continually evaluate Automation tools to stay ahead of the curve and help with the longer-term goal of continued automation of manual processes.

  • Research, recommend, and architect standardized technical solutions as the Managed Services business scales.

  • May rarely be required to take part in the on-call rotation, as the team scales.

Qualifications

  • Bachelor's degree in Computer Science, Computer Engineering, or equivalent field of study

  • 3-5 years of IT Operations or Network Operations (NOC) or Security Operations (SOC) experience.

  • 2+ years of experience in a supervisory role.

  • Strong IT Operations background including end-user support, server, networking, and data center experience.

  • Advanced knowledge in development and maintaining of SolarWinds, Nagios Based Systems or similar Monitoring Tool.

  • Experience with Salesforce appreciated

  • Experience with Ticketing System like Remedy or equivalent.

  • Expert knowledge and understanding of event/alert management, incident and change management processes.

  • Broad experience with various operating systems, databases, virtualization, and cloud computing.

  • Understanding of operating platforms, connectivity, security, and information storage.

  • Knowledge and experience working with of Exchange, Microsoft Office 365, Active Directory, and DNS.

  • Good working knowledge of Unix and Linux Operating Systems.

  • Must be strong in MS Windows, both server and desktop.

  • Experience in Network and Systems Management.

  • Experience with network equipment and LAN/WAN configuration: Domains, TCP/IP, VPN's, switch and firewalls, wireless access points, and other networking equipment.

  • Knowledge of IT security, compliance and data protection operations and legislation (e.g. HIPAA, GDPR, SOX, PCI, etc.), is preferred, but not required.

  • Excellent troubleshooting skills and the ability to teach others how to perform systematic troubleshooting in a timely manner.

  • Project management skills.

  • Proven communication, writing and organizational skills with the ability to effectively communicate at all levels within an organization.

  • An analytical mind with problem-solving abilities.

Together, we can build your future! We offer a competitive salary and a great benefits package, which includes Health, Dental, Vision & Life Insurance, 401(k) with company match, 11 Company-paid Holidays, Paid Time Off and a variety of additional benefits! We even have an on-site cafeteria and fitness center in our Sioux Falls office!

SONIFI values diversity and we are proud to be an EEO/AA employer: Minority/Female/Disability/Veterans.

If you require assistance in filling out our online application, due to a disability, please contact Human Resources at 605-988-1000.

For more information about Equal Employment Opportunity, please visit: https://www.eeoc.gov/.

Other details

  • Pay TypeSalary

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  • Sioux Falls, SD, USA

  • United States

  • Virtual

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