Director Network Operations Center Solutions at Trace3

Who is Trace3?

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.

Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!

Trace3 is headquartered in Irvine, California. We employ more than 1,000 people all over the United States. Our major field office locations include Atlanta, Denver, Detroit, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Diego, San Francisco, and Scottsdale.  

Ready to discover the possibilities that live in technology?

Come Join Us!

Street-Smart - Thriving in Dynamic Times

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

Juice - The “Stuff” it takes to be a Needle Mover

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success and visualizing what the final destination looks and feels like.

Teamwork - Humble, Hungry and Smart

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

About the Role:

Reporting to AVP – Managed Services Operations, the Director of NOC Solutions oversees all aspects of service engagements, operational performance, transformative initiatives, direct and indirect resource management, contractual lifecycles, financial profit and lost statements, governance and reviews, vendor management and escalation management through issue resolution. 

The position manages at a department level all deadlines, responsibilities, deliverables, and ensures readiness for all deliverables for internal and external stakeholders regarding all components of engagements with minimum direction or oversight. The ideal candidate will be responsible for the financial planning and forecasting associated with this business unit and will work with Trace3 Managed Service Leadership team to set and execute the vision and strategy for the NOC.

The ideal candidate will work on assignments of a diverse scope where analysis and decision of inputs and outputs requires critical evaluation of definable factors. The candidate will exercise judgement with minimum direction within the defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a SPOC between executives, customers, departments, and support terms. If such defined practices and policies do not specify direction, the candidate makes recommendations based on industry best practices or tenured experience for executive review and approval

What You’ll Do:

Summary of Operational Job Functions

• Direct a 24x7x365 Network Operations Center with sites located in Louisville, Kentucky, Grand Rapids, Michigan, and future locations to be established, while also incorporating leveraged resources that work in remote capacities.
• Direct planning, staffing, training, cost estimation, proposal preparation, scheduling, quality control, delivery, and operational oversight for NOC Solutions
• Develop and maintain department goals, metrics, and KPIs specific to operations; conduct routine benchmarking and revision against industry standards and trends
• Develop and refine standard operating procedures with control mechanisms to ensure seamless integration and delivery for NOC operations
• Ensure accountability for identifying and enforcing engagement deadlines, schedules, and services while managing direct and shared resources to meet client requirements
• Support and manage various teams, including owning resourcing for the NOC; champion a culture of growth and mentorship to motivate team members to support their professional development
• Coach, mentor, and motivate team members, and influence them to take positive action and accountability for their tasks
• Participate in weekly, monthly, and quarterly meetings with NOC teams, Managed Services leadership, clients, and account teams, with all matters relating to the NOC
• Assess finance reports (e.g., utilization, P&L) and maintain consistent profitability levels aligned with business objectives; optimize through targeted efficiencies identified through COGs analysis
• Serve as a subject matter expert and client liaison; manage customer expectations based on Managed Services operational capabilities and limitations
• Provide support for all RFPs/RFQs to the projects and sales team for NOC Service to clients; partner with the account teams and assist in prequalification and scoping to delivery programs and services to clients based on technical and operational abilities and limitations of the NOC
• Operational leadership duties as assigned by your manager

Summary of Transformative Job Functions

• Remain current with new and existing best practices to innovate NOC operations to industry standards and accepted norms.
• Identify operational strengths and weaknesses to reinforce deliverable objectives and create strategies for additional improvement.
• Collaborate, recommend, and assist with implementation of new tools, technologies, and processes to enhance operational efficiency and market differentiation
• Create processes and manage operations that combine internal and shared vendor abilities with client expectations to design creative and efficient solutions to meet customer demands and requirements.
• Define milestone driven roadmap from baselined operations or gaps, and implement strategic initiatives targeted to improve process and tools based on industry leading frameworks.
• Transformative leadership duties as assigned by your manager

Qualifications & Interests:

• Proven ability to lead a team that works 7x24 and is geographically distributed
• Prove record transforming operational teams and instilling thought leadership
• 12+ years of experience managing complex, multi-tenant infrastructure tools and systems comprised of on-premises and cloud connected technologies
• 7+ years of experience working in a multi-tenant service provider environment
• Experience working with and managing incident, problem, change and service requests that follow ITIL v4 framework standards
• Strong strategic planning and analytics skills
• Strong adherence to service delivery excellence
• Ability to complete multiple tasks concurrently and deliver results under timelines and pressure.
• Strong ability to develop processes, helping resources learn to follow processes while still being able to innovate and be creative.
• Strong financial acumen – understanding of gross profit, net income and other business financial terms and formulas.
• Strong problem solving – leverage relationships, customer skills, business acumen and creativity to solve problems.

Work Environment:

While performing the duties of this job, the employee is frequently surrounded by other employees and their conversations on the telephone and in person.  The noise level and indoor office temperature may vary. Variable work hours required, including weekends.

***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.