R1 RCM’s NOC Manager will be responsible for daily operations within the R1 RCM Network Operations Center (NOC). The NOC manager will be responsible for handling scheduling, team availability and managing a team of Network Operations Center Technicians. They will be responsible for monitoring inbound workflow for the NOC, ensuring that teams are appropriately staffed and trained to preform troubleshooting and triage on inbound alarms or reports of issues within the R1 RCM Network. The NOC Manager will ensure that their direct reports have access to the necessary tools and technology needed to preform their jobs. They will collaborate cross organizationally and ensure that gaps in monitoring are patched and training is developed to ensure that the NOC can handle issues that arise before they become service impacting. The NOC Manager will directly report to the NOC Director and provide feedback on team performance, identify gaps and adhere to defined KPI’s to ensure the NOC is able to preform it’s key responsibilities.
Job Responsibilities:
- Directly manage a team of between 5-15 NOC Technicians responsible for responding to alerts from multiple network surveillance platforms including Native Azure Monitoring, Grafana/Prometheus Application Dynamics, Logic Monitor, Nagios, OpManager and custom PowerShell scripts.
- Handle schedule development for a 24/7 team of NOC Technicians and ensure there are no gaps in coverage.
- Provide training, coaching and development to all direct reports.
- Monitor inbound alarms from multiple network surveillance platforms related to application, network and infrastructure events and ensure NOC Technicians are appropriately handling.
- Assist in Root Cause Analysis post major incidents and ensure appropriate monitoring is configured across the R1RCM network to proactively identify customer impacting issues.
- Join Major Incident Bridges as required, provide insight into active service impacting issues and ensure the appropriate parties are engaged on the bridge including internal and external teams.
- Engage Vendors when necessary to provide critical support during Major Incidents or for ongoing low severity troubles.
- Conduct monthly quality evaluations of all direct reports work to ensure adherence to standard runbooks and operating procedures.
- Develop training, runbooks and handling procedures for alarms and alert events.
- Be aware of upcoming high impact change activities, new application deployments and emerging technologies within the R1RCM network
- Ensure team is actively aware of upcoming changes, ongoing organizational efforts and clear on the goal and vision of the NOC organization.
- Identify incoming alerts and determine where event rule gaps may exist.
- Ensure that technicians are managing their work queues within ServiceNOW and that they are built correctly in all groups within Service Now and
- Ensure developed reporting accurately reflects their direct reports contribution to team and individual KPI’s.
- Ensure that their team has the hardware they need to perform their day-to-day jobs and access to all applications critical to their job responsibility and that they have the correct level of privilege at a domain controller and TACACS level.
- The NOC Manager will actively develop runbooks for handling of certain alarm and event types, document the process from start to finish and ensure teams are appropriately coached.
- Be available on a 24/7 rotating on-call basis as needed to ensure appropriate support for NOC Technicians and MI/Service Desk teams.
Job Skills & Qualifications:
- BA Level Degree in Management, Science or Technology or equivalent of 10+ years’ experience in NOC or IT Management Role.
- 5+ years of experience leading a team of direct reports in a IT/NOC/Service Desk or similar technology role.
- Familiarity with OSI based network troubleshooting and best practices.
- Ability to multi-task, prioritize, and manage time effectively.
- Good interpersonal skills and professional demeanor
- Excellent verbal and written communication skills
- Experience in using ServiceNow or similar industry standard ticketing platform.
- Experience in using PRTG, Nagios, LogicMonitor or Solarwinds Monitoring platforms or similar industry standard monitoring platforms.
- Experience with APM based monitoring such as Application Dynamics or Dynatrace
- Familiarity with connections to and from AWS/Azure.
- Familiarity with virtual desktop and similar functionality.
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com
Visit us on Facebook
Top Skills
What We Do
R1 is a leading provider of technology-driven solutions that transform the patient experience and financial performance of healthcare providers
R1’s proven and scalable operating models seamlessly complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.
