NOC Lead

Bethesda Softworks is looking for a NOC Lead to help in our mission of delivering a world class gaming experience. The NOC supports ZeniMax Media as a central services organization ready and able to pivot quickly and address any issues as they arise. NOC Leads also support the business’ success by working with partner teams to identify and resolve service performance issues. Our goal is to provide accurate and quick support to the larger organization while identifying and driving for long term team and service improvement.

• Monitor and maintain large enterprise level server environments in both cloud and datacenter
• Communicate effectively with people of varying technical knowledge to improve service
• Schedule and coordinate NOC team coverage in a 24/7/365 environment
• Track and prioritize all work in progress and adapt quickly to changing circumstances
• Review team performance data and create improvement plans
• Provide coaching to team personnel
• Provide on-call support to the NOC as an escalation resource
• Maintain documentation standards and ensure all procedures align with team expectations

• 1+ years of generating IT operational report data and presenting to leadership
• 2+ years of experience in project management (including solution identification and delivery)
• 1+ years supervising and mentoring team personnel
• 2+ years of experience working with monitoring (Splunk/New Relic) and ticketing systems (ex. JIRA Service Management/Opsgenie).
• Strong written and verbal communication skills
• Capable of acting as both a technical and procedural escalation point for the NOC system administrators.

• ITIL Foundation certification or higher
• Experience with Atlassian suite JQL query and dashboard creation
• Experience creating report data through EazyBI
• Experience creating automated report data through QuickSights and Azure

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