Manager of Operations Center (NOC)
We work with awesome people every day. We don't mean "awesome" like how other people use "awesome"-in some conjunctive form with "sauce" or "balls." We really mean it. We work with some of the greatest people in the tech industry here at Grubhub. We're looking for more.
Grubhub Holdings Inc. leads in the mobile food-ordering industry with a portfolio of brands that includes Grubhub, Seamless, MenuPages and Allmenus. We're dedicated to connecting hungry diners with local restaurants. With offices in New York City, Chicago and London, Grubhub supports every order with 24/7 customer service.
We want you to enjoy where you work. Who you work with. What you work on. At Grubhub, you can order your cake and eat it too.
Some Challenges You’ll Tackle
- Act as IT Service team leader
- Manage the operations of the NOC
- Schedule to meet staffing requirments upon ticket and call volume history
- Coach and evaluate personnel
- Partner with peer management to ensure resolution of service issues
- Direct the evolution of processes and procedures related to tactical NOC operations
- Report to the Director of Technology Operations
- Strong problem solving and troubleshooting skills required
- Proficient with Unix/Linux/Windows based OS, Networking (Cisco)
- Ability to identify and analyze network quality and operational processes and then drive corrective / preventative action plans
- Strong working knowledge of IP, including IP network architecture, a solid understand routing protocols, and DNS is required
- Knowledge of cloud technologies and automation (AWS, Puppet and Jenkins)
- Working knowledge of physical layer operation including optical transport networks and equipment and expertise is a plus
- 5-7 years professional experience in a NOC or Enterprise environment involving a geographically distributed network including 3+ years of experience at the manager level
- Driving Service MTTR, Knowledge Upskill and Continuous Improvements.
- Player/coach management style – high energy, hands-on management and coaching abilities
- Excellent leadership and interpersonal skills
- Must be comfortable working in a fast paced environment with shifting priorities
- Excellent communications skills (verbal and written)
- Self-starter who can find and resolve issues
- Knowledge of networking concepts and protocols to perform network status checks as part of normal surveillance activities
- Ability to write technical documentation and create management reports and metrics
- Ability to provide both hands on solutions and supervision of projects
- Ability to successfully interface with a wide range of personnel within the organization
- Administer performance reviews and mentor staff
- Bachelor’s degree in a technical field or equivalent experience, certifications, and training
- Unlimited paid vacation days. Choose how your time is spent.
- Never go hungry! We provide weekly Grubhub/Seamless credit.
- Regular in-office social events, including happy hours, wine tastings, karaoke, bingo with prizes and more.
- Company-Wide Initiatives encouraging innovation, continuous learning and cross-department connections.
We deliver favorites every day. Join us as we move eating forward.
Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. Grubhub is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.