Rockwell Collins Pr Mgr, Network/Security Operations Center in Annapolis, Maryland

Category: Information Technology

Job ID: 5487

Location: Annapolis,MD

Requisition ID: 5487

Want to work with some of the most talented, dedicated people on the planet? Do you value relationships, commitment, innovation and integrity? Want to be a part of a company that has been named numerous times as America's Best Employer in Aerospace and Defense by Forbes magazine?

Then Rockwell Collins is the place for you. Join our team and build a rewarding career while helping to deliver the most trusted source of aviation and high-integrity solutions in the world.

We are currently searching for a Pr Mgr, Network/Security Operations Center to join our team in Annapolis, MD (INC) (5010). Employing some of the most talented, dedicated people on the planet is not by chance. People from all over the globe choose Rockwell Collins as the place to build a rewarding career, while helping create and deliver communications, integration, and engineering solutions that our global customers demand so that our world keeps moving and stays connected. It's an exciting time to become a part of our team. Join us and discover how high your career can soar at Rockwell Collins.

Job Summary

Our Operations Center supports the 24x7x365 global operations of a diverse global network supplying communication services and value-added applications to our customers around the world. The operations center is the focal point for monitoring and managing the health, performance, and security status of the wide area network, applications, and global data centers; receiving support calls for customer operational issues, performing incident management and service restoration activities using a suite of automation tools and working with service providers. The operations center also provides proactive operational and security monitoring, problem management, and customer reporting.

Job Responsibilities

The Principle Manager will lead the Network Operations Center (NOC) and Cyber Security Operations Center (CSOC) staff to enable mission essential operations that facilitate the prompt detection, resolution, escalation and reporting of service impacting events and incidents.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Analyze, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.

  • Lead the Operations Center Tier 1&2 team ensuring network reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components and service providers.

  • Lead the Cyber Security Operations Center (CSOC) Tier 1&2 team according to security policy and procedure.

  • Ensure that operations management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, metrics collection, performance reporting and trend analysis.

  • Coordinate, monitor and track all Operations team tasks including incident management, repair and maintenance, closing incidents, preventive maintenance, and resolution of customer issues.

ESSENTIAL JOB FUNCTIONS

  • Functional responsibilities for all aspects of staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development.

  • Ensure that personnel are implementing effective Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.

  • Provide technical networking expertise & strong troubleshooting skills to the team and ensure that personnel possess and grow their technical skills to perform their roles.

  • Work closely with business unit to ensure network integrity and reliability.

  • Select and mentor Shift Leads and participate in career development and coaching

  • Ensure timely response to customer inquiries for assistance and maintain peer level relationships with our internal customers.

  • Support the staffing, onboarding, training, development and performance management of the operations center staff.

  • Participate in Knowledge Management, coaching, IT Service Management improvements and customer status and reporting.

  • Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies, and processes.

  • Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues.

  • Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications.

  • Work with Tier 3 Managers to improve Tier 1 and 2 troubleshooting and repair procedures.

  • Analyze operations center functions, recommend upgrades/changes, and assess current and future needs. Drive and support Continual Service Improvement.

Basic Qualifications

JOB REQUIREMENTS

  • Minimum 8 years IT experience including some prior experience in a network operations center, broadcast center, military electronics or relevant experience

  • Extensive technical knowledge of networking and network security technologies and protocols

  • Skilled utilizing Network Management tools

  • Five (5) years managerial experience for teams of ten or more technologists.

OTHER SKILLS/ABILITIES

  • Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction

  • Analytical thinker, Metrics Driven

  • Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations

  • Strong problem-solving skills, critical thinking, excellent analytical ability

  • Team building, mentoring and coaching skills

  • Ability to communicate both verbally and in writing in a clear and concise manner

  • Work well under pressure with differing levels of Management

  • Ability to maintain confidential information and communicationsEDUCATION/CERTIFICATIONSbachelor’s degree - technical engineering or IT related field and 8 years of experience managing a NOC and/or providing at least Senior Engineering level support in a large scale, complex, high performance network, is acceptable.

At Rockwell Collins, we believe a solid work-life balance creates a healthy lifestyle and inspires creativity and innovation. We value our people and invest in their development, growth and success at our company by providing development opportunities through Rockwell Collins University, networking, mentoring, and tuition reimbursement.

And that's just for starters.

Some of our competitive benefits package includes:

  • Medical, dental, and vision insurance

  • Three weeks of vacation for newly hired employees

  • Company-paid winter holiday shutdown for most locations

  • Generous 401(k) plan that matches 62.5 percent of the first 8 percent of eligible compensation you contribute (or 5 percent if you save 8 percent)

  • An Incentive Pay Plan based upon company performance

  • Tuition reimbursement

  • And more

Interested yet? Apply now and embark on your next worthwhile adventure!

Rockwell Collins is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, gender, sexual orientation, gender identity, disability, protected veteran status or any other protected status.