• Manager, NOCC

    Location US-CA-San Francisco | US-TX-Richardson
    Job ID
    36724
  • Summary

    Esurance is looking for a NOCC Manager 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

    The Network Operations Control Center (NOCC) Manager is responsible for implementing and managing all aspects of System Services Monitoring in Esurance Production Environment. Responsible for managing key performance metrics and reporting for his/her areas and keeping management abreast of all potential issues and change in strategic decision at all times. Supervises and coordinates activities of the Network Operations Control Center by performing the following duties.

    Job Responsibilities

    • Establishes and maintains 24/7 Network Operations Control Center coverage for Production Environment.
    • Develop and establish operating policies and approaches for the NOCC
    • Participates in the establishment of department goals and implements procedures and performance standards to achieve these goals.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial
    • Creates long-term strategies for growth and maintenance of the NOCC department, and makes budgetary recommendations to upper management.
    • Solves, or assists NOCC representatives in solving, non-routine or complex software, hardware, and procedure problems.
    • Analyzes NOCC activity and makes recommendations for changes in the NOC procedures and systems to upper management.
    • Develop, mentor and train staff; seek to improve processes and procedures with the goal of improving service to customers;
    • Ensure continual process improvement of the NOCC to include: automation of NOCC activities, reporting, implementation of monitoring activities and administration;
    • Provide support to technical staff, vendors, and end users; identify, research and resolve technical issues; track and monitor problems and escalations to ensure timely resolutions; monitor response times and efficiencies and resolve complex problems.
    • Manage and oversee the operations associated with managing a team of front line technical staff providing end-to-end support for infrastructure services.
    • Oversee problem isolation, issue resolution, and escalation management according to pre-defined protocols;
    • Manage the identification and escalation for all operational events affecting production environment requiring 24/7/365 uptime. Escalate issues to outside vendors and clients as necessary.
    • Maintain communication with functional managers and executive management to ensure issues are resolved
    • Develop, document, implement and maintain processes and procedures for the day-to-day operations and the integration of new services.
    • Monitor the status of alerts, tickets and processes to ensure tasks are being completed timely.
    • Communicate policy and procedural changes.
    • Make recommendations for changes and improvements and communicate to senior management.
    • Generate reports for management in regards to service availability, uptime, and adherence to Standard Operating Procedures and SLAs etc.
    • Must be comfortable working in a high stress, fast paced and shifting environment. are all the necessary trade of this job.

      Qualifications

    • Gentran EDI
    • Supervisory responsibilities
    • Microsoft SQL experience
    • Strong analytical and problem-solving skills required
    • Excellent communication skills, both written and oral
    • Strong follow through with ability to reach positive resolution during conflict and ability to prioritize quickly
    • Ability to partner with technical and non-technical roles within and outside the department
    • A high level solutions orientation is required
    • Ability to be flexible and work extended hours as required

      Experience / Education

    • A BA/BS in Computer Science is required and a graduate degree is preferred. Equivalent experience can be substituted for the degree requirement
    • 5 + years experience with production systems required
    • 3 + years experience with the direct supervision of employees required

      Physical Demands and Work Environment Representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to operate a PC and sit for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Qualifications

    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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