Job Description

The Assistant Manager coordinates and leads team activities to ensure completion. Decisions are guided by policies, procedures and the business section and the Assistant manager receives guidance and oversight from the manager. Leadership Level - Impacts the level of service and the team's ability to meet quality, volume, and timeliness objectives within their area. Network Engineering & Operations: Responsible for network monitoring, planning, installation, and 24x7 support. Translates business objectives into cohesive network operational recommendations and solutions. Establishes technical standards, and ensures appropriate interface capabilities with other internal systems and teams as well as external vendor managed systems.

Responsibilities

• Supervises and provides technical guidance for 24/7 technical staff
• Serves as a technical contact for the team in determining the cause and resolution of network problems on a 24 X 7 basis and if necessary, determines methods for restoring partial service to customers while a permanent solution is implemented
• Collaborate to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Network Operations Center that provides remote level I and level II technical support
• Position will have direct reports in supervisory capacity including hiring, managing performance of direct reports to include performance reviews, one on ones and any assistance the team requires
• Responsible for the goals, SLA's, and performance of the shift as well as ensuring consistency with other shifts relating to performance and consistency of following policies, process, procedures and creating and/or updating processes and procedures
• Responsible for the continuous improvements via metrics and KPIs and OKR to ensure reported metrics show individual and team performance meets expectations
• Produces and manages individual and team performance by data driven metrics that ensure services and staff are managed in a cost efficient and effective manner
• Act as the Subject Matter Expert and fills-in for shifts when staffing is insufficient

Qualifications

• Experience in management of technology operations in a 24x7 high intensity environment
• Technical background in Network Operations, monitoring and escalation of incidents, as well as the management and support of 350+ remote locations requiring high availability
• Have strong leadership and project management skills, highly motivated, have the ability to prioritize work and perform well in a high-volume environment
• Experience with development or operations framework methodologies, including Information Technology Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), Agile, six-sigma or other quality frameworks
• Full lifecycle monitoring to include the ITIL incident, problem, and change processes
• Experience in managing, guiding and coaching professional staff including hiring, performance management, terminations, and improving staff and team performance
• Experience in resource allocation and management
• Advanced knowledge of Service Life Cycle
• Advanced research, analytical and problem-solving skills
• Advanced knowledge of networking tools such as LogicMonitor, Splunk, Wireshark or other third-party tools for network monitoring and configuration management
• Effective in producing desired results and achieving goals and objectives
• Experience in working with all levels of staff, management, stakeholders, vendors
• Effective skill presenting findings, conclusions, alternatives, and information clearly and concisely
• Effective skill relationship building, negotiation and facilitation skills
• Experience in developing and managing business analyses
• Advanced verbal and written communication skills
• Advanced analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results, or relationships
• Bachelor's degree in computer science, Information Technology, or related field, or the equivalent combination of education, training, and experience

Desired Qualifications

• Experience with ServiceNow or other ticketing systems
• Knowledge of NFCU service operations, processes, and procedures

Hours: Rotating shift work (Day shift: 6AM-6PM; Night Shift: 6PM-6AM)

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive Pensacola, FL 32526

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

• Best Companies for Latinos to Work for 2024
• Computerworld Best Places to Work in IT
• Forbes 2024 America's Best Large Employers
• Forbes 2023 The Best Employers for New Grads
• Fortune Best Workplaces for Millennials 2023
• Fortune Best Workplaces for Women 2023
• Fortune 100 Best Companies to Work For 2024
• Military Times 2023 Best for Vets Employers
• Newsweek Most Loved Workplaces
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Yello and WayUp Top 100 Internship Programs

Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability

Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.