NETWORK OPERATIONS CENTER MANAGER - University of Washington

Req #: 240234 Department: UW INFORMATION TECHNOLOGY Appointing Department Web Address: https://itconnect.uw.edu/uwit Posting Date: 10/21/2024 Closing Info: Open Until Filled Salary: $8,551 - $13,223 per month Shift: First Shift Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230119\_a11y.pdf) As a UW employee, you have a unique opportunity to change lives on our campuses, in our state, and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to building stronger minds and a healthier world. By being deeply invested in our work, showing compassion in our interactions, and embodying the spirit of a team player, each member contributes to a thriving community. UW is committed to attracting and retaining a diverse staff; your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming. UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW's IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world, partnering with the UW community to enable innovation, learning, discovery, and service." The purpose of the Network Operations Center Manager is to oversee the daily operations and effectiveness of the NOC by ensuring that the network operates effectively, efficiently, and securely to support the organization's business operations and objectives. This involves leading a team of network operations staff who provide monitoring, troubleshooting, repairing, and reporting on UW's network infrastructure(s), which includes over 600 routers, 5,000 switches, and 13,000 wireless access points for the various network sectors to ensure that network-related service issues are resolved efficiently, and related service requests are fulfilled efficiently by adhering to service level agreements (SLA) to ensure customer satisfaction The Network Operations Center Manager is expected to hire and develop staff, initiate, and oversee development and documentation of policies and procedures for the network operations staff, communicate effectively with executives, service teams, technical staff, and counterparts at peer institutions, monitoring and trouble ticket applications. **REQUIREMENTS:** + Bachelor's Degree in Communication Engineering, Computer Science, or related field or experience. + Four or more years of experience in a leadership or managerial role, preferably overseeing network operations or infrastructure. + Leadership skills and experience building high-performing professional technology teams. + Experience driving innovation, process improvement, and change management within the organization. + Knowledge of networking protocols, architectures, and technologies (e.g., TCP/IP, DNS, DHCP, VLANS, routing protocols) + Proficiency in network design, building standards and deployment practices. + Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities. + The ability to work with minimal supervision, both independently and as part of a team. + Experience selecting, negotiating, and managing relationships with vendors and service providers. **DESIRED:** + Expertise in overseeing network management solutions (e.g., Solarwinds, NetFlow, Cisco Prime, Auvik, etc.) + Familiarity with cloud networking platforms (e.g., AWS, Azure, Google Cloud) and software-defined networking (SDN) technologies. + Experience collaborating with foreign technical staff and customers + Demonstrated project management skills + Experience in a major higher education, research, and/or medical/healthcare organization + Experience related to cybersecurity and network integration + ITIL Foundations Certification + Prior experience using ServiceNow, MS Office 365, Atlassian Confluence, Google Suite + Dev/Ops practices **CONDITIONS OF EMPLOYMENT** The person in this position will be working in a 24x7x365 operational environment and must be willing to work weekends, holidays, and non-standard work hours as needed to maintain operational availability and effectiveness of the Network Operations Center.Daily interactions with customers, team members, subject-matter experts and stakeholders at all levels of the organization focused on problem-solving.The general working hours for this position will be Monday - Friday, 7:30 a.m. - 4:30 p.m.The Network Operations Center Manager will, on occasion, need to adjust hours to accommodate the business needs, deadlines, or respond to emergency situations, and may on occasion work a different schedule on an ad-hoc or semi-permanent basis.Hybrid minimum of two or more days in the office each week.Required to be on-call for emergency escalation contact, and to respond in a timely and appropriate fashion when contacted.This is an essential remote position and is required to report to work remotely when UW suspends operations.Open office environment **Application Process:** The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select "Apply to this position". Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your "My Jobs" page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed. University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.