About the Company:
At BlueJeans, we're transforming the way people meet by creating a human connection in every experience. Together, we're bringing video to everyone, regardless of location or device, including mobile, desktop, or room systems. We work with thousands of companies worldwide to upgrade everyday meetings, large-scale events, and social network broadcasts by replacing traditional web conferencing with face-to-face video communication. All our customers have one trait in common: they understand the benefits to bringing their employees, leaders, and partners closer together. Since 2009, we have raised $175M in funding led by Accel Partners, Battery Ventures, NEA, and Norwest Venture Partners.
The mission of the Sr. Director of the Network Operations Center (NOC) is to provide high available network infrastructure monitoring and incident management services to improve the BlueJeans customer experience. The NOC achieves its mission through proactive 24/7/365 monitoring, and outstanding responsiveness combined with excellent customer service, thus allowing for BlueJeans customers to focus on their own business objectives.
Build and manage an operations function that owns NOC/Production operations and manage it through automation and proactive/predictive alerts by having a strong data analytical tool set to identify areas of improvement.
Works with development engineering, interfaces with senior management and executive management ion customer facing platforms and services required for BlueJeans network operations.
Directs network operations team's activities to ensure customer platforms are kept serviceable, available and supportable 24/7/365, ensuring maintenance tasks are coordinated, communicated, scheduled and resourced accordingly.
Responsible for end to end availability, lead issue triage and resolution for complex production issues spanning the whole stack: code/Application, OS, network, and storage.
Implement comprehensive service monitoring to ensure uptime and performance, including synthetic, real user, system, application performance, dashboards etc.
Define, measure, and meet key Service Level Objectives including availability, performance, incidents and chronic problems.
Manage staff in an effective manner (hiring, motivation, retention, performance/rewards assessments, development/corrective actions etc.).
Partner with application and business stakeholders to ensure high quality product is developed and released into production.
Knowledgeable in compliance and information security.
Current on business applications, trends in IT and experience evaluating/implementing outsources solutions and service providers.
Maintain levels of technical expertise sufficient to advise troubleshooting procedures for all BlueJeans service-based product types.
Defines, plans & acquires services, technology, tools and systems required to keep customer facing systems available and serviceable.
Leads/managed critical crisis & incident management teams to manage customer disruptions/degradations, restore services and provide root cause analysis/corrective actions/remediation.
Focus on building a high-performing team driven to consistency, operations excellence and superior customer service.
Manages customers communication & interface during network/service related degradations/disruptions, and maintenances.
Participate in cross functional/customer focused teams, providing focus on network related service delivery and operational health.
Excellent written, verbal communication, and interpersonal skills.
Excellent mentoring and coaching skills.
Ability to organize and implement department objectives.
Must have in-depth knowledge of network operations.
Proven experience with problem-solving, decision-making, negotiating, and multi-tasking.
Ability to develop and maintain excellent working relationship with customers and internal company departments.
Highly developed team building skills.
Bachelor's degree or 12 years of experience in Computer Science, Information Systems, Engineering, or other related field.
At least 12 years working in technology service/support & global network operations.
At least 8 years working, operations & supporting cloud environments.
At least 10 years in management/leadership role.