Description

The Manager of Operations, NOC will be responsible for managing the design, implementation, and delivery of Network Operations Center services for Legal Zoom including incident/outage management, problem management, and enterprise technology monitoring.  The manager will be responsible for a mix of internal and external resources including third party contracts and negotiations.  The manager will be responsible for delivering service improvements, automation, and innovation within the NOC working closely with application, engineering, service delivery, data services, and all other Legalzoom technology and business operations teams.

What you’ll do:

• Manages the Legalzoom Network Operations Center (NOC) services – including the relationship with a third party NOC managed service provider
• Monitoring management for all technology resources (Production, Development, QA, & Staging) to ensure critical components and services have monitoring configured and that the alerts are going to the correct recipients
• Recommends and manages effective network/system monitoring tools
• Establishes health standards (monitoring thresholds) for all relevant systems
• Measures & reports “Uptime” using metrics and SLAs for each technology area monthly
• Defines and executes process for Problem and Incident (Outage) Management consistent with ITIL and COBIT best practices
• Defines and executes escalation processes for Incident (Outage) Management
• Communicates Problem and Incident Management updates to impacted business users including action taken to resolve
• Participates in Legalzoom’s weekly Change Advisory Board to ensure all that the NOC is aware of all planned maintenance and change activities
• Provides advisory communications to impacted users of all planned maintenance and change activities and any unplanned incidents impacting system access or performance
• Establishes minimum Runbook requirements for all critical systems and applications and establishes a process to keep Runbooks current
• Maintains a knowledge base of common resolution and recovery actions for all critical systems and applications
• Foster lasting and valuable relationships with external vendors that hold them accountable to help drive your teams’ success
• Maintains current awareness and knowledge of industry trends and best practices in the area of system and application monitoring and incident response
• Provide support for root cause analysis and preventative analysis of incidents

Qualifications:

• Strong experience with system and application health monitoring and alerting
• A proven ability to build and manage a Team, Set Timelines and Prioritization, and Use Metrics to Gauge Performance
• Experience with Vendor Management

• Bachelor's Degree in Computer Science, Engineering, Operations Management or related field preferred
• 5+ years in a leadership role including experience leading technical teams,  setting priorities and plans to meet business goals and objectives
• Thorough understanding of common infrastructure and application architectures
• Experience building and managing remote teams
• Effective verbal and written communication skills
• Strong sense of self-motivation, organization and attention to detail
• Strong analytical skills
• Demonstrated success in building and maintaining relationships with key technology vendors and internal stakeholders
• Experience working in a high demanding and fast paced environment
• Ability to travel approximately 10-15% of the time

Preferred Skills:

• Knowledge of ITIL and COBIT reference frameworks
• Experience with Change Management, Incident Management, Problem Management, System & Application Monitoring and Logging
• Ability to Lead complex Trouble Shooting efforts
• Event Log Correlation / Security Event & Incident Management a Plus 

We are unable to accept applicants who currently or in the future will require a work Visa.

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.