SOC Manager - (US-WA-Wedgwood - 98115)

Minimum Education: None
Jobcode: L:96512133
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Manager, Support Operations Center
thePlatform, a subsidiary of Comcast, is looking for a multi-talented Support Operations Center (SOC) Manager.
thePlatform helps content providers and video sites meet their unique broadband video publishing requirements. Our services scale with our customers' operations and support their business model with an open, versatile approach to providing the ideal technical solution for their needs. Our proven media management and publishing technology helps customers find audiences via syndication, generate revenue via broadband video advertising, create compelling playback experiences, and more.   In this role, the Manager will lead a team of Application Support Engineers and Network Operation Specialists in quickly detecting, analyzing, isolating and resolving customer issues as well as network or server outages in the production environment.  The Manager will not only help train and mentor the rest of the group, but will also assist the Technical Lead in accomplishing departmental goals.  This individual is not expected to be a subject matter expert but should have a firm grasp on network trouble shooting, monitoring tools, customer satisfaction, and escalation processes and procedures.   Responsibilities:   • Assist Technical Lead in managing the day-to-day network monitoring activities of the Network Operations Center. • Provide support to the Tier II and Tier III technical support groups for quick resolutions to customer and network or server issues.  • Interface with the VP of Operations and the Client Services Director to improve network health and performance, application support and internal development projects. • Assist in developing roles and responsibilities for the Support Operations Team. • Assist in the creation, documentation and implementation of all support directions. • Periodically review skill set requirements and identify training needs.  Also establish a baseline for new hires. • Manage projects and delegate tasks. • Ensure that process and procedures are being followed within the support organization. • Attend appropriate training courses. • Ensure timely resolution to trouble tickets. • Ensure timely follow up with customers. • Handle administrative responsibilities such as scheduling, time sheets, resource management, and annual reviews.
Qualifications:
• Minimum of 3 years managerial experience. • Minimum of 1-3 years experience in a NOC, SOC or related environment. • Strong oral and written communications skills required. • Hands on experience with Microsoft Suite of products. • Hands on experience with Remedy and HP Openview. • Bachelor’s degree in related field a plus. • Salesforce experience a plus.
US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply.  We are unable to sponsor or transfer H-1B candidates at this time.
This position will be filled at thePlatform headquarters in Seattle, WA. thePlatform offers competitive compensation and benefits. To apply, visit our careers portal: https://careers.teamcomcast.com/sap/bc/webdynpro/sap/hrrcf_a_unreg_job_search?sap-client=500&rcfid=CMCST , copy and paste this reference number into the Keywords field, and then click Start:  0e7dfa48-f0f0-404b-e100-000018282f0d