Global NOC Operations Manager

Why GMF Technology?

Innovation isn’t just a talking point at GM Financial, it’s how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We’re committed to AI-powered transformation, using advanced machine learning and automation to help us reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry.

Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact.

Flexible hybrid work environment (onsite 2 days a week/3 days remote) at our Arlington (AOC1), TX office.
Please note: We are unable to provide any type of sponsorship for this position at this time.  

This position will be posted until filled.

About the role:

The NOC Manager works diligently for and in concert with all GMF's technology units (infrastructure teams, software development teams, security teams, third party vendors etc.) across the globe.  At all times maintains up-to-date operational awareness of required support procedures.  Contributes substantially to defining appropriate incident response measures and ensures NOC operational documentation accurately reflects and supports these functions. Through delegation, the NOC Ops Manager is responsible for documenting and communicating all problems and outages as they occur across the Enterprise.  Oversees and directs analyst teams assisting in fault isolation and evaluation of root cause. The NOC Operations Manager is responsible for staying current on changing company technologies in order to understand significance and business impact when outages occur. They will demonstrate strong intercommunication skills when working with senior leadership, IT support teams, and business departments and outside vendors.

In this role you will:

• Ensures timely response to all Enterprise impacting incidents and outages
• Recognizes, characterizes, and reports degraded performance trends in hardware and applications
• Assigns and directs analyst teams to assist in isolating root cause and forecasting of probable future failures based on trend and capacity analysis
• Works with external business firms, as required, to establish reporting and escalation procedures for external events having potential to impact GMF technologies and general business operations
• Oversee and refine processes for handling Enterprise level incidents and broad service outages ensuring timely tracking and communication to appropriate support teams and departments
• Initiate, in conjunction with Service Desk and BC/DR teams, company-wide outage notifications/communications in response to high impact incidents
• Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability
• Manage employee hiring, schedules, vacation requests, timecard approvals and perform regular performance evaluations in accordance with company policy
• Enforce quality and completeness of daily shift logs by reviewing regularly for proper levels of detail and accuracy
• Ensure proper administration and execution of backup tape rotations based on established procedures
• Coordinate with internal & external technology teams to ensure proper processes are followed for staging and promotion of production code as prescribed by change management policies
• Manage and deliver on requests from senior management, reports of all types, from conceptualization through completion and delivery
• Responsible for quality checking (final editing) of all delivered reports
• Work with various IT teams and support groups as needed to ensure existing knowledge base articles (KBs) are kept up to date
• Assists in creating new KBs as necessary to keep current with technology and business changes
• Coordinates with AVP – Production Operations and BC/DR management team to define, document and maintain DR procedures for contingency NOC Ops in the event of operational interruptions (from inclement weather events to catastrophic facility loss)
• Assists with setting teams up on Splunk on-call (VictorOps)
• Assists with Major Incident Management as needed, including joining calls during shift and ensuring team members join all Major Incident calls
• Will be available to NOC team as needed, and will be included in Major Incident Management on-call rotation on a 4-5 week basis