At CoreCivic, our employees are driven by a deep sense of service, high standards of professionalism and a responsibility to better the public good. CoreCivic is currently seeking a Manager, Technology Services Security Operations Center/Network Operations Center located at our corporate office in Brentwood, TN. Come join a team that is dedicated to making an impact for the people and communities we serve.
This position would require a hybrid work schedule of 3 days per week onsite and 2 days remote out of our Brentwood, TN office location.
SUMMARY:
The Manager, Technology Services Security Operations Center/Network Operations Center (SOC/NOC) oversees daily operations, workload management and on-time resolution of activities and incident tickets, ensuring network and security key performance indicators (KPIs), service level agreements (SLAs) and regulatory compliance. Supports Technology Support Services (TSS) and Facility Support Center (FSC). Troubleshoots and oversees network operations ensuring system security and supporting CoreCivic's cyber regulatory compliance. Manages a team of 24/7 SOC/NOC technical analysts, tracks overall performance and ensures that staff receive professional and efficient technical support.
ESSENTIAL FUNCTIONS:
The incumbent should be able to perform all of the following functions at a pace and level of performance consistent with the job performance requirements.
1. Oversees the quality of SOC/NOC technology services provided by the Technology Support Services (TSS) and FSC support staff. Analyzes service tickets to identify recurring patterns and develop preventive solutions.
2. Supervises staff in the performance of their duties and evaluates as prescribed by company policy. This includes onboarding and training new employees, evaluating performance and preparing written performance reviews, listening to concerns and effectively resolving disputes or issues, taking corrective or disciplinary action, developing work schedules for staff and approving leave requests.
3. Monitors network performance and security incidents within Azure / 365 cloud environments.
4. Develops and optimizes processes to achieve service level requirements and meet performance goals. Contributes to create network health assessments, KPIs and performance reports. Makes recommendations to monitor and improve operational efficiency.
5. Leverages systems and tools to evaluate ticket statistics and key metrics in Service Now and provide service level reports for Technology leadership.
6. Utilizes systems and tools to identify, document, track and resolve reported problems.
7. Maintains the schedule of support staff and provides guidance to support twenty-four hour operations.
8. Ensures that team members are trained and coached on effective methods to research, troubleshoot and deliver solutions to known errors and workarounds.
9. Serves as the main escalation point for security breaches, ensuring smooth handoff and resolution through to completion.
10. Acts as a cross-functional liaison and develops company-wide communications for the Technology department. Represents the Technology department to provide updates related to impacts and urgency for outages and work arounds when persistent and unresolvable issue arise and are escalated.
11. Collaborates with other managers and system administrators to understand immediate and long-term trends that adversely affect the customer experience and to correct root causes of such trends.
12. Domestic U.S. travel may be required.
QUALIFICATIONS:
Graduate from an accredited college or university with a Bachelor's degree in Computer Science, Information Technology or related field is required.
Five years of experience in a technical help desk or desktop support supporting a multi-site employer, including two years of supervisory experience in a technical help desk setting is required.
CompTIA Network+ and /or Security + certification or equivalent is required.
Additional years of related experience may be substituted for the educational requirement on a year-for-year basis.
Must be proficient in current network design principles, covering LANs, WANs, WLANs, gateways, routers, network switches, hubs, TCP/IP, ethernet protocols and related technologies.
Must have strong problem solving, customer service, and analytical skills.
Working knowledge of Information Technology Infrastructure Library (ITIL) practices.
Proficiency in ServiceNow and Microsoft Office Applications is required.
