• NOC Supervisor

    Job Locations US-NC-Winston Salem
    Job ID
    # of Openings
    Information Technology
  • Overview

    The Company

    Arch Capital Group Ltd. (NASDAQ: ACGL)) is a Bermuda public limited liability company with approximately $11.3 billion in capital at December 30, 2017, and, through operations in Bermuda, the United States, Europe and Canada, writes specialty lines of property and casualty insurance and reinsurance, as well as mortgage insurance and reinsurance, on a worldwide basis. Our unique underwriting platform, successful management team and strong capital base has enabled us to establish a prominent presence in the global insurance and reinsurance markets. Arch Capital Services Inc. ("ACSI") provides services to the Arch entities within ACGL. 


    The Position


    Arch Capital Services is actively seeking an experienced Network Operations Center (NOC) Supervisor with a proven track record of leading and developing NOC functions. The NOC Supervisor's key responsibilities will be provide day-to-day supervisory support focusing on managing and leading improvements for maintenance, provisioning, service restoration, and Data Center processes/capabilities. 


    Job Responsibilities

    • Manage routines, obsolescence, contracts, suppliers, service providers, and utilization of assets
    • Develop the strategy and budget to improve the integration between the team and other departments
    • Maintain and monitor required staffing levels and schedules to ensure that the team can meet the demand and respond in a timely manner to network, server anomalies, and outages
    • Create and own the processes and procedures used by the team based on industry best practices
    • Establish documentation related to the departments work processes, keeping it up-to-date and ensuring accuracy
    • Meet service level agreements (SLAs) on new provisions and services
    • Interact with other departments to achieve common business goals
    • Lead internal projects to improve service while communicating with suppliers and service providers on behalf of the company
    • Conduct team reviews and take responsibility for the personal and career development goals of team members
    • Serve as an escalation point for service issues ensuring the correct technical teams are involved – this may include working after hours or in emergency situations


    Desired Skills

    • Excellent customer service skills
    • Strong written and oral communication skills
    • Experience with ITIL, PRINCE 2, and ISO 27001 
    • Ability to analyze problems, issues, and needs to provide robust, adaptable solutions that meet current and future requirements
    • Capable of adapting to a constantly changing environment

    Required Education/Experience

    • Bachelors’ degree in Computer Science, Information Systems, related field, or equivalent work experience
    • ITIL Foundation and Service Management Certifications
    • 5 -10 years’ experience working in an Information Technology Operations environment with 3- 5 years’ in a supervisory role
    • Prior Help Desk, Service Desk and/or Network Operations Center (NOC) management experience
    • Basic knowledge of network hardware, TCP/IP, routing, switching, network security and telecommunication circuits
    • Advanced knowledge of trouble ticketing systems
    • Prior supplier management experience and exposure to running projects
    • Extensive experience in building and developing a technical team


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