Ntiva, Inc.

Network Operations

• Manage and lead a team of NOC technicians, ensuring efficient 24/7 operations.
• Manage priority incidents while overseeing technicians and reporting results to customers and management.
• Provide reports on key performance indicators (KPIs) for the department and ensure expectations are met.
• Ensure all automated alerts and related cases are addressed according to service level agreement (SLA).
• Mentor and train team members, fostering professional development and enhancing their technical knowledge.
• Hold team members accountable for achieving established KPIs and take proactive measures to address any performance deficiencies.
• Oversee the complete employee life cycle within the NOC, including hiring, setting performance goals, conducting reviews, providing feedback, implementing improvement plans, and taking appropriate disciplinary action according to established procedures and company policies.
• Build and maintain a robust operational structure that supports 24/7 operations adhering to established SOPs.
• Ensure departmental growth and scaling to meet evolving needs.
• Continuously improve overall department performance through collaborative efforts with the Director to refine SOPs and formulate strategic initiatives.
• Performs other related duties as assigned.

Manager, Network Operations Center

Recruitment

• Manage full-cycle recruiting process to meet staffing goals for various departments
• Become a trusted partner to hiring managers and People Team
• Develop understanding of hiring needs through discussions and defining candidate profiles
• Analyze recruitment data and trends to provide insights to hiring managers
• Utilize multi-pronged sourcing approach to identify high-caliber candidates
• Cultivate a robust pool of qualified candidates for future openings
• Own the interview process: screen resumes, present qualified candidates, coordinate schedules
• Guide top talent through the offer process
• Maintain all pertinent applicant and interview data
• Work collaboratively with People Team to ensure new hires feel welcome
• Establish a recognizable “employer of choice” reputation
• Stay up-to-date on industry best practices and talent acquisition trends
• Assist with onboarding processes and other People related projects

People Services Specialist, Recruiter

• Fully participate and collaborate as a member of the NOC team
• Respond and remediate alerts as they are generated during your specified shift
• Maintain KPI’s related to response and availability
• Provide clear and concise notes on tickets worked
• Identify and escalate any issues with the alerting systems
• Ensure all automated alerts and related cases are addressed according to Service Level Agreements (SLA)
• Ability to troubleshoot and report on environment issues related to ISP, networks, servers, and hypervisors

NOC Technician

Solutions Engineer

• Own the Austin, TX territory and drive new-logo revenue through annuity-based managed services agreements
• Drive new-logo acquisition through outbound prospecting, referrals, and inbound opportunities
• Conduct structured discovery to understand business drivers, IT gaps, and growth plans
• Partner with internal technical teams to design and scope managed IT, cloud, and security solutions
• Present tailored proposals that clearly articulate value, ROI, and long-term impact
• Manage opportunities through the full sales cycle using CRM tools, maintaining accurate forecasting
• Build strong referral networks through satisfied clients, partners, and local business organizations

Manager, Network Operations Center

People Services Specialist, Recruiter

NOC Technician

Solutions Consultant