[Hiring] ROC Manager, Network Services @Fenix24

Role Description

The ROC Manager, Network Services leads a team of network and firewall specialists embedded in Grypho5's unified ROC and reports to the Director, ROC Technical Services. The successful candidate is responsible for overseeing day-to-day operations of the Network Services team and ensuring that all customer inquiries and issues are resolved in a timely and efficient manner, while maintaining uninterrupted 24x7x365 watch coverage for the perimeter defense practice.

• 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, ensuring alignment with each client’s Service Level Agreements (SLAs)
• Act as an escalation point for Client Satisfaction (CSAT) and Incident Response (IR), including regular communication 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 the performance of the team, providing regular feedback and coaching to drive continuous improvement
• Communicate with senior management to provide updates on team performance and share recommendations for improvement
• Participate in the recruitment and selection of network specialists, ensuring that only the most qualified and motivated individuals are hired
• Build, publish, and continuously adjust the ROC watch schedule to ensure uninterrupted 24x7x365 shift coverage for the Network Services team, balancing staffing levels, PTO, and surge/incident needs
• Serve as a management escalation point within 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
• Other duties as required

Qualifications

• 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