Experience Inc. Jobs

We are seeking a highly skilled and motivated Senior Vice President, Technology Operations to lead and manage our 24/7 NOC. The SVP is responsible for overseeing the Network Operations Center of our organization. The role is pivotal in ensuring the availability, performance, and security of our network infrastructure and services. You will lead a team of professionals and collaborate with other senior leaders to align NOC operations with business goals, drive operational excellence, and provide top-tier network support. This role is directly responsible for ensuring uptime continuous availability and stability of our business tools, applications, products, and services while continuously continually optimizing processes and tools needed to analyze trends and minimize downtime.

• Continuously transform traditional operations from a manually reactive organization to a self-healing automated one.
• Implement best practices with a strategic focus on automation, and continuous improvement initiatives to enhance network performance and reliability.
• Implement and maintain advanced network monitoring tools and practices to proactively identify and address issues.
• Provide strong leadership to a team of NOC technicians, Tier 2/3 Engineers, NOC leadership.
• Ensure 24/7 coverage of the NOC, managing shifts and rotations to maintain continuous support for clients. Proactive monitoring of real-time alerts, incidents, and requests from customers, and coordinate technician responses to resolve issues promptly.
• Partner across Technology and Business units to exceed the standards of availability and performance that enable our clients to perform their business functions and ensure an exceptional experience for our internal and external customers.
• Develop and manage the NOC budget, optimizing resource allocation to meet operational goals.
• Maintain a customer-centric approach by ensuring timely, accurate, and professional responses to customer inquiries and incidents. Implement best practices to enhance customer satisfaction and loyalty, striving to exceed client expectations.
• Partners with Engineering and IT teams to govern creation of break/fix standard operating procedures.
• Develop and implement key performance indicators (KPIs), metrics packages, and related information for CTIO and Executive Leadership team.
• Lead technology-related change initiatives, ensuring smooth transitions and minimal disruptions to the organization.
• Responsible for incident, problem and change management processes and operations.
• Building and executing the crisis management and business continuity strategy and plan.
• Responsible for the internal and external event communication during outages.
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• Degree in Technology, Engineering or related field; Master's degree preferred
• Minimum of fifteen years in a leadership role with proven experience in managing and leading technical teams within a 24/7 operations environment handling a high-volume Service Desk / NOC. Extensive experience with ITIL principles for Incident, Request and Event management.
• Possess deep technical knowledge of IT infrastructure, wireless/wired networking, security, and cloud technologies to guide technicians in troubleshooting and resolving complex issues.
• Strong technical background with expertise in IT infrastructure, networking, security, and cloud technologies. Experience with Data network elements such as IP routers, Ethernet switches, firewalls, etc.
• Stay up to date with industry trends and advancements to drive innovation, improvements, and automation within the NOC.
• Exceptional customer communication, leadership, and interpersonal skills. Ability to make informed decisions under pressure and effectively manage crisis situations in support of an exceptional customer experience.
• Demonstrated ability to drive process improvements and optimize operational efficiency. Project management skills and the ability to oversee multiple initiatives concurrently.