NOC Shift Supervisor

Salary Details

Salary Description: Competetive Salary Offered

Job Description For NOC Shift Supervisor

Description

ALG Vacations (ALGV), part of Hyatt, is widely recognized for providing the industry's leading leisure travel experience to destinations worldwide. As North America's leading vertically integrated travel, hospitality, and leisure management groups, we can oversee all aspects of the vacation- from the moment a guest books a trip to the time they return home. Serving more than three million passengers annually, each of our highly respected brands offers unique benefits and a wide portfolio of destinations.

Grow your career as a NOC Shift Supervisor with Trisept Solutions. In this role, you will work collaboratively with Infrastructure, Operations and Application teams to help ensure the stable operation, reliability, and security of Hyatt's infrastructure and critical systems. The NOC Supervisor will provide support, guidance, direction and developmental skills to the NOC team under the direction of the NOC Manager. Managing staff, including making hiring decisions, facilitating employee skills development, resolving disagreements, motivating, mentoring and making duty assignments are included in this job's responsibilities.

The Network Operations Center (NOC) is responsible for the 24x7x365 monitoring of all Hyatt's critical systems. While maintaining high standards and performance, the NOC provides technical support for both internal and external company clients and products. In addition, The NOC maintains communications with appropriate personnel to provide escalation and notification of system anomalies. Overall, NOC is responsible for monitoring, participating in the Major Incident Process, and troubleshooting of incidents to resolution.

Essential Functions:

• Manage shift personnel who oversee and/or perform all aspects of site planned and unplanned maintenance.

• Provide leadership and make decisions regarding priorities, best practice methodologies and operational execution to build and maintain a 'best in class' NOC Team.

• Ensure adequate coverage for the 24x7x365 /NOC environment to maintain 100% compliance with Service Level Agreements.

• Coordinate with other shift supervisors and the NOC Manager to facilitate training and skills development for the NOC staff.

• Coordinate with shift supervisors and the NOC Manager to develop and report on metrics for the performance of the team.

• Coordinate with the team to ensure best practices for monitoring, Major Incidents and support of requested applications are followed.

• Participate in monitoring the availability of Hyatt systems and datacenters that are crucial to day to day operations by using the designated monitoring solutions.

• Maintain channels of communication with stakeholders to ensure prompt technical support of any and all business impacting incidents.

• Identify, implement and improve effective processes and procedures to ensure overall client satisfaction.

• Participate in the process of onboarding new services.

• Seeks, applies and demonstrates best practice to champion innovative and creative business solutions.

• Ensures the team follows the defined standards to resolve specific sets of incidents/problems.

• Ensure team maintains and updates knowledge related to supported applications.

• Demonstrates a commitment to Hyatt core values.

• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Qualifications:

• 5+ years of experience with high-end monitoring tools, automation of tasks, Unix scripting (Perl or Shell), and root-cause problem resolution required.

• Solid understanding of ITIL including Change, Incident, Problem and Knowledge Management and their relationships.

• Flexible to work after-hours to provide support as needed.

• Strong analytical and problem-solving skills.

• Possess detailed understanding of support processes.

• Call center, customer service, and hospitality industry experience are desirable.

• WAN and LAN Network management, architecture, and security experience are desirable.

• Strong knowledge of TCP/IP and networking principles as well as web technologies.

• Must have excellent written, verbal and presentation skills.

• Must have strong interpersonal skills, ability to mediate and delegate, and enforce operational policies.

• Ability to influence associates.

• Ability to learn quickly and share knowledge.

• Desire to work as part of a team.

• Self-starter, motivated and effectively aggressive.

• Adaptable to new processes, procedures, acquisitions, and internal growth of the Hyatt brand.

• ITIL V3 (or current) Certified preferred.

• Bachelor's degree or equivalent experience.

About ALG Vacations

It all begins when our client's book with ALG Vacations. As North America's leading tour operator, we keep our standards as high as our passion for travel, working together with our agents to ensure every client's vacation exceeds every expectation. We are an industry innovator that combines the expertise of many different brands.

ALG Vacations consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across multiple segments, comprising:

• Vacations: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands

• Destination Management Services: Best-in-class destination management services provided by Amstar® DMC and Worldstar®

• Loyalty Program: Exclusive loyalty program Unlimited Vacation Club®

• Technology Solutions: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.

Since 2021, ALG Vacations has proudly been part of Hyatt.At Hyatt, we believe in the power of belonging - of making people feel at home no matter where they are in the world.Since 1957, our colleagues have been at the heart of driving Hyatt to become one of the world's leading and fastest-growing hospitality brands, without ever losing focus on people and care.

To learn more about ALG Vacations: https://alg.www.vaxvacationaccess.com/about-us/

Our Values

At ALG Vacations, we care for people so they can be at their best. We bring our values to life every day to ensure our colleagues have what they need to thrive, be their best selves, and create memorable guest experiences.

Experimentation • Empathy • Inclusion • Integrity • Respect • Well- Being

Our Commitment to Diversity, Equity, & Inclusion

Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We are committed to diversity across the board-from who we hire and develop, organizations we support, and who we buy from and work with.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free and tobacco-free workplace and perform pre-employment background checks.