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CoreCivic · 15 hours ago

Manager, Technology Services Security Operations Center/Network Operations Center

Brentwood, TN

Full-time

Hybrid

Mid, Senior Level

5+ years exp

CoreCivic is a company dedicated to bettering the public good, currently seeking a Manager for their Technology Services Security Operations Center/Network Operations Center. This role oversees daily operations, manages a team of technical analysts, and ensures compliance with network and security KPIs and SLAs.

Government

Responsibilities

Oversees the quality of SOC/NOC technology services provided by the Technology Support Services (TSS) and FSC support staff

Supervises staff in the performance of their duties and evaluates as prescribed by company policy

Monitors network performance and security incidents within Azure / 365 cloud environments

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

Leverages systems and tools to evaluate ticket statistics and key metrics in Service Now and provide service level reports for Technology leadership

Utilizes systems and tools to identify, document, track and resolve reported problems

Maintains the schedule of support staff and provides guidance to support twenty-four hour operations

Ensures that team members are trained and coached on effective methods to research, troubleshoot and deliver solutions to known errors and workarounds

Serves as the main escalation point for security breaches, ensuring smooth handoff and resolution through to completion

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

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

Domestic U.S. travel may be required

Qualification

CompTIA Network+CompTIA Security+Network design principlesServiceNowITIL practicesCustomer serviceAnalytical skillsMicrosoft OfficeProblem solving

Required

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