ROC Manager, Network Services

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $125k - $155k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 0%

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Fenix24

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

💼 Consulting

📦 Logistics

🔒 Cybersecurity

Consulting • Logistics • Cybersecurity

Fenix24 is the world’s leading breach recovery and cyber resilience company, specializing in rapid ransomware recovery, incident response, and guaranteed restoration of operations. It combines assessments, remediation, managed protection services, and asset & resiliency software with a battle-tested recovery team and one-hour response to help organizations across industries recover from and defend against advanced cyberattacks.

📋 Description

• Lead and manage a team of network switch and firewall specialists • Provide mentorship and guidance • Develop and implement policies, procedures, and best practices for the Network Services team aligned with each client’s Service Level Agreements (SLAs) • Act as an escalation point for Client Satisfaction (CSAT) and Incident Response (IR), communicating with clients and leadership to provide updates and resolve issues • Analyze customer support trends, identify areas for improvement, and implement solutions to enhance customer experience • Collaborate with cross-functional teams to resolve complex issues and ensure a seamless customer journey • Monitor and evaluate team performance, providing regular feedback and coaching • Communicate with senior management about team performance and recommendations for improvement • Participate in recruitment and selection of network specialists • Build, publish, and continuously adjust the ROC watch schedule for uninterrupted 24x7x365 shift coverage, balancing staffing, PTO, and surge/incident needs • Serve as a management escalation point in the ROC’s 24x7x365 watchstanding rotation for incidents requiring leadership involvement outside standard shift coverage • Perform engineering tasks in the network queue when other resources are unavailable • Coordinate and maintain work quality to ensure engineers meet weekly billable expectations • Perform other duties as required

🎯 Requirements

• 7-10 years of network/IT perimeter defense experience • Bachelor’s degree in information technology or a related field, or an equivalent work history • Experience working for and within IT for the legal industry • Experience in large-scale service delivery • Proven experience leading a technical support team, with a track record of delivering exceptional customer service • Expert knowledge of ConnectWise, ServiceNow, or similar ticketing systems • Expert knowledge of Remote Monitoring (RMM) tools and monitoring/alerting systems • Demonstrated practical expertise in advanced security management for firewalls and switching infrastructure • Consultative knowledge of firewalls, IDS/IPS, DPI, DNS, and infrastructure hardening • Border Gateway Protocol (BGP) • Organize complex technical tasks for multiple clients at once and prioritize effectively • Familiar with information technology and managed services best practices • Cross platform firewall management (Fortinet, Cisco, Checkpoint, and Palo Alto) • Experience with service delivery in a managed services practice organization • Practical application of InfoSec principles • Experience building and managing 24x7 shift schedules across a distributed team • Certifications in Fortinet, Palo Alto, or Cisco desired • Excellent analytical, organization, and problem-solving skills • Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities • Ability to form relationships across all levels of the company while modeling Fenix24’s Culture and Values

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