• Supervisor NOC

    Location US-TX-Richardson | US-CA-San Francisco
    Job ID
    36539
  • Summary

    Esurance is looking for a NOC Supervisor to join a dynamic and award-winning team of individuals who are committed to making insurance smarter, easier, and dare we say- cooler. As part of a growing company that is focused on providing an outstanding customer experience, you’ll have the opportunity to expand your skills and discover your potential.

     

    If you’re looking for a career at a socially conscious company that offers great benefits — including matching 401k and tuition reimbursement — then you may have just found your new home. 

     

    Esurance combines the spunk of a startup company with the backing of Allstate (the largest publicly held personal lines insurer in the U.S.) to create a unique, energized, and exciting place to work. 

    Responsibilities

    As the NOC Supervisor you will provide second level support for a wide variety of systems and processes including Esurance’s 7x24 web presence, WAN, VoIP systems and critical servers and services. Additionally, you will support and troubleshoot Enterprise Cisco VoIP systems to include Unified Call Manager, Cisco Voice Gateways, Unity, ICM/UCCE, IPIVR, Dialer and Work Force Management Solutions (Blue Pumpkin) and will lead a team of designated NOC members.

     

    • Oversees a team of NOC associates providing leadership and training.
    • Coaches and mentors junior technicians to ensure personnel are working issues as efficiently and accurately as possible.
    • Acts as a source of technical expertise to others.
    • Supports and troubleshoots a complex network to support an E-commerce system infrastructure.
    • Maintains and supports a complex network in support of a Call Center system infrastructure.
    • Provides administration and troubleshooting of Windows servers and software products.
    • Analyzes and troubleshoots network communications failures and bottlenecks.
    • Ensures the development and use of an effective preventive maintenance program suitable to meet the operation objective of "99.9% availability".
    • Maintains and updates documentation of the computing environment.
    • Responds to all system problems on a 7X24 basis and takes part in on-call rotation.
    • Must be comfortable working in a high stress, fast paced and shifting environment.

    Qualifications

    • Solid understanding of LAN/WAN technologies and software tools for performance monitoring and troubleshooting.
    • Hands-on TCP/IP networking and troubleshooting in a Microsoft Windows networking environment.
    • Working knowledge of Frame Relay, MPLS, VPN, ATM, ISDN.
    • Working knowledge of SIP, MGCP, H323, Voice Gateway, video conferencing, video streaming
    • Experience setting up policies and procedures, network software and hardware standards, documentation standards.
    • 1-2 years of experience with Cisco IPT in a contact center setting
    • Experience with Call Center Applications such as Contact Center Recording, Workforce Management, Email Management and Outbound Dialer.
    • CCNA, MCP, CCNP or MCSE certifications are desirable.
    • Expert understanding of OSI Model

     

    Experience / Education:

    • Bachelor's degree in Computer Science, a related field or equivalent job experience.
    • 1-2 years of design and Implementation experience of IP Networks.
    • 1-2 years hands-on experience supporting and troubleshooting IP Networks.
    • 1-2 years hands-on experience on MS Server system administration skills, server build and server troubleshooting in collocation environments.
    • 1-2 years of supervisory/management in a NOC environment
    • 3-4 years of work experience in a NOC environment
    • Data/voice networking, CUCM 8.6, UCCE 9.0 and Windows Server technology.
    • Good understanding of SQL Servers, Exchange 200x or any Microsoft Back Office Suite servers will be a plus.
    • SP/HTML, Windows 200x, IIS, Cisco product line and fluent in at least one scripting language such Java Script or VB Script.

     

    Benefits

    At Esurance, being committed to our employees is not just something we say, it’s something we do. Our benefits package is designed to help our associates stay healthy, meet their long-term financial goals, and balance the demands of work and personal life. Esurance rewards hard work, dedication, and creativity with competitive salaries and a generous bonus system. We are committed to our employees and we are dedicated to creating a diverse, positive, innovative and team-oriented work environment.

    Health & wellness

    • Medical, vision, and dental insurance
    • Life insurance (company-paid and supplemental)
    • Accidental death and dismemberment coverage
    • Wellness coaching and incentives
    • Group critical illness coverage
    • Accident indemnity and hospital indemnity plans
    • Group legal

    Savings

    • 401(k) plan with annual matching contribution
    • Referral bonuses
    • Performance-rewarding bonus system
    • Tuition assistance program (up to $5,250 per year)
    • Health savings and flexible spending accounts
    • Commuter benefits

    Family & Community

    • Adoption assistance
    • Maternity leave
    • Buckle Up Baby program
    • Pet insurance discount
    • Charitable gift matching
    • Give Time, Get Time volunteer program
    • Employee Assistance Program

    Time off

    • Short-term disability
    • Long-term disability (employee-paid option)
    • Paid time off (holidays, vacation, personal choice days)

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