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.What makes You an ideal candidate?Knowledge and SkillsAbility to correct PC related problems in a timely mannerAdvanced knowledge of WAN security and designAdvanced knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNSIn-depth knowledge of PC hardware and softwareExpert understanding of ITIL based process workflow managementAdvanced knowledge of VB Script and or PowerShellAdvanced support-level knowledge of the Windows desktop Operating SystemsStrong knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)Understanding of enterprise computer hardware/software and information systemsUnderstanding of network monitoring concepts (e.g., TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc.)Must have a broad understanding of enterprise computer hardware/software and corporate information systemsPrior experience working with monitoring, ticketing and Event logging systems like SolarWinds Orion, Remedy, ServiceNow and RightITnow is highly desirableExperience with job scheduling tools such as Workload Automation, Tidal, etc.Major Incident Management experience is strongly preferredExperience managing and training technical staff is strongly preferredExcellent analytical and troubleshooting skillsExpertise working with spreadsheet, word processing and reporting applications such as SSRS, Crystal, Cognos and othersExceptional ability to analyze problems and correlate data from multiple sourcesAbility to evaluate problems and issues quickly, and to make recommendations for courses of actionAbility to make independent decisions and use sound judgment in relation to the management of team membersAbility to coach, develop and lead othersAbility to prioritize tasks and ensure their completion in a timely mannerAdvanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teamsWork Experience & Education7-10 years of experience in computer/customer support role, previous NOC supervisory experience strongly preferred3-5 years of experience working in an NOC Environment preferredHigh School Diploma or equivalent requiredBachelor’s Degree in related field or equivalent work experience requiredWorking ConditionsSubject to stressful situationsLess than 25% travel (Domestic and Abroad)Must be available to work any time of day, including Saturday and Sunday as neededWhat We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.Compensation: Competitive pay and bonus eligibilityWork Life Balance: Flexible hybrid work environment, 2-days a week in officeThis position is not open to agency submissions#GMFJobs #LI-Hybrid #LI-DW1About 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 outagesRecognizes, characterizes, and reports degraded performance trends in hardware and applicationsAssigns and directs analyst teams to assist in isolating root cause and forecasting of probable future failures based on trend and capacity analysisWorks with external business firms, as required, to establish reporting and escalation procedures for external events having potential to impact GMF technologies and general business operationsOversee and refine processes for handling Enterprise level incidents and broad service outages ensuring timely tracking and communication to appropriate support teams and departmentsInitiate, in conjunction with Service Desk and BC/DR teams, company-wide outage notifications/communications in response to high impact incidentsMonitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availabilityManage employee hiring, schedules, vacation requests, timecard approvals and perform regular performance evaluations in accordance with company policyEnforce quality and completeness of daily shift logs by reviewing regularly for proper levels of detail and accuracyEnsure proper administration and execution of backup tape rotations based on established proceduresCoordinate with internal & external technology teams to ensure proper processes are followed for staging and promotion of production code as prescribed by change management policiesManage and deliver on requests from senior management, reports of all types, from conceptualization through completion and deliveryResponsible for quality checking (final editing) of all delivered reportsWork with various IT teams and support groups as needed to ensure existing knowledge base articles (KBs) are kept up to dateAssists in creating new KBs as necessary to keep current with technology and business changesCoordinates 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 callsWill be available to NOC team as needed, and will be included in Major Incident Management on-call rotation on a 4-5 week basisFull timePosting Date: 2026-08-07