RealPage is seeking a Manager to lead the day-to-day operations, staffing, and monitoring in our Operations Center in Richardson, TX. The Manager will also have significant involvement with incident management, crisis management, critical communications and maintaining strong partnerships with other internal support and product teams.
The NOC serves as the central hub for all RealPage service activity and delivery of clear communications to impacted parties during an incident. The NOC is responsible for 24x7x365 systems monitoring, preemptive intelligence gathering, analysis, and incident response coordination.
Short-term objectives for this position include development of the NOC Service Offering (tiered support services) and NOC Playbook (standard operating procedures). To exceed in this position, the individual must possess proficient managerial skills and specialized technical operations knowledge. The individual must also have the ability to exercise sound judgment and work under time constraints which requires prompt, efficient and professional communication, assessment, and decision-making abilities.
Focus on meeting internal and external customer requirements (SLA's & KPI's)
Demonstrate advanced understanding of business processes being supported by assigned system(s)
Develop clear tactical and strategic goals for the NOC related to functions, capabilities and capacities
Make recommendations regarding improving situational awareness and alerting to potential business impacts, either internal or external influencers
Responsible for immediate coordinated response to critical incidents to reduce impact and increase availability including participation in on-call rotation.
Care about the services RealPage provides and strife to proactively safeguard the RealPage customer experience.
Responsible for leadership and communications between the internal business customer and the technology team
Manages staffing levels, on-going training and continual improvements
Identify and recommend processes or system enhancements to NOC tools
Recommend cost saving improvements
Manages the analysis, communication and resolution of incidents
Manages others in researching and recommending alternative actions for problem resolution
Analyze trends to proactively prevent problems and to provide historical summary reports
Experience working in a highly virtualized environment including technical familiarity with Linux, Windows, Networking and storage.
Have at least 5+ years operational management experience supporting managed services and real-time monitoring environments
Strong organizational skills and a proven management track record in delivering high-value operational services
Experience working in a customer-facing environment or SaaS infrastructure support
B.S. /B.A. in Computer Science, Engineering, Information Systems or equivalent training and work experience
ITIL v3 Foundation certification or better
Able to engage with internal customers and stakeholders without direction
Must have appropriate skills with the standard business software utilized to perform their daily duties, e.g., Word, Excel, Visio, etc.
Experience working with SalesForce, Solarwinds, Nagios, SCOM or like applications.
Knowledge of basic PowerShell is a plus
Must be comfortable creating formal reports and presentations to management
Excellent partnering, communication, and negotiation skills so as to effectively manage relationships between business customers and technology development and support groups
Ability to coach and manage the technical development of team
Other duties as assigned
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