Network Operations Center (NOC) Lead

Zenimax Media Rockville, MD

About the Job

Network Operations Center (NOC) Lead

Bethesda.net @ Rockville, MD, US
Engineering/Programming

Overview

Bethesda Softworks is looking for a NOC Lead that will have a high sense of urgency and passion for fighting fires! Leading the front line supporting the online gaming experience your mission will be to ensure the games are available, fast, and any problems are resolved as soon as possible. As the center of all communications you will be key to the success of ZeniMax games and services. The lead will provide technical support/coaching to the NOC staff ensuring work is properly prioritized and meet quality standards. In this role you will be responsible for the interdepartmental communication with all levels of the studio including executives.

Qualifications

  • Minimum 4+ years Linux system administration experience
  • Minimum 3+ years of NOC or help-desk experience
  • Minimum 2+ years of project management experience.
  • Minimum 2+ years NOC leadership or management experience
  • Minimum 2+ years of experience working with monitoring (ex. Nagios or Open NMS) and ticketing systems (ex. Service Now).
  • Minimum 2+ years of experience working with cloud hosting services (ex. AWS or Azure)
  • Capable of acting as both a technical and procedural escalation point for the NOC system administrators.
  • Experience implementing and maintaining both monitoring and ticketing systems is preferred.
  • Experience supporting virtual environments like OpenStack or VMWare.
  • Experience with configuration management tools is a plus (ex. Chef or Puppet).
  • Experience developing ways to monitor and measure the performance of a NOC
  • Experience building and maintaining relationships with supporting teams and customers
  • Experience implementing and maintaining NOC processes and procedures.
  • We prefer applicants for this position to have familiarity with ITIL best practices concepts.


Responsibilities

  • Extensive experience supporting and maintaining large Linux environments, with hundreds of servers, and multiple internal/vendor tools.
  • Firm understanding and experience supporting network technologies and cloud services infrastructure
  • The ability to work well in a team environment and communicate effectively with people of varying technical knowledge is also essential.
  • Responsible for ensuring the team is focused on the appropriate tasks. We operate in an extremely fast paced environment so the ability to prioritize quickly and write/follow processes and procedures is required.
  • Ensure our customers always have access to a world class gaming experience.
  • Managing projects and maintaining the NOC tools (ticketing, monitoring, documentation etc.)
  • Supporting large projects and initiatives.
  • Working with vendors and onsite staff to keep the games running and environments stable.
  • Manage escalated incidents by isolating and repairing issues as they arise.