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Network Reliability Manager

Company: Rivian Automotive
Location: Palo Alto
Posted on: January 8, 2022

Job Description:

Rivian -is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. - As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. - This is what you'll do:

  • Develop and Implement Network Operation Manager and Major Incident Management (MIM) processes and procedures
  • Work with network engineering to deploy network services, manage and operate
  • Restore affected services quickly and efficiently with minimal impact to the end-users by ensuring that critical incidents are managed effectively and professionally
  • Lead the end to end process for incident resolution and ensure that the right groups are involved in the resolution of the incidents
  • Coordinate resources and activities during outages and communicate incident information and impact to the customers, business partners, and senior management
  • Manage the daily activities of the NOC and MIM team and assist the team in following the IT Infrastructure Library (ITIL) best practices
  • Explain complex problems and situations to the technical and non-technical audiences
  • Develop, Track, Report, and Improve Service Level Agreements (SLAs), and Key Performance Indicators (KPIs)
  • Train, coach, and mentor the NOC and MIM team in delivering a world-class end-user experience by restoring regular services quickly
  • Provide inputs and adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
  • Works with other IT, Application, and Operations teams to perform root cause analysis (RCA), acting as a problem manager
  • Proactively ensures the highest levels of systems and infrastructure availability through network tools monitoring
  • Perform daily system/network monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs
  • Manage escalations at the NOC and MIM group and act as a single point of contact for the IT senior leadership team, business stakeholders, and other IT groups
  • Plan and address NOC & MIM staffing needs to deliver consistent IT Support
  • Ensure that the NOC analysts are meeting and exceeding expectations in regards to performance, metrics, and provide effective customer service
  • Participate in additional technology initiatives as required
  • Develop positive relationships with the business and other functions at all levels
  • Collaborate with members of the information security, network, application, and cloud teams to ensure consistent IT services to our business users
  • Look to improve all aspects of the NOC and MIM functions continually
  • On Call support
  • Travel 30-50% This is what you'll need:
    • At least 8-10 years (or relative) in a NOC and Major Incident Manager role, where you learned the nuances of IT Support
    • At least 4-5 years experience of managing the global NOC and Incident Management team - hiring, coaching, and reviewing the staff
    • ITIL Foundation Certification (must be ready to obtain within 90 days if not certified)
    • Knowledge and experience of using network monitoring tools (eM7, Solarwinds, ServiceNow, Splunk, Cisco DNAC etc.), network equipment, log analysis, network attach techniques, and packet-level tools experience is a must
    • Hands-on experience with ITIL and ITSM processes
    • Experience in leading a global team to provide 24x7x365 services
    • Knowledge and understanding of business-critical applications/systems, servers (Linux, Windows), Cloud systems, and collaboration platforms
    • Passion for Customer Support - A drive to help end-users get what they need to do their jobs the best they can.
    • Experience with the standard helpdesk ticketing tools (Preferably ServiceNow and Jira)
    • Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
    • Prioritization Skills - The ability to analyze support requests and prioritize them based on impact
    • Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication This is where you'll work: Department: IT Infrastructure and Enterprise Applications Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at -accessibility@rivian.com . Please note that we are currently not accepting applications from third party application services. If selected 'other' school, please provide school name.
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      U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Rivian Automotive are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
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Keywords: Rivian Automotive, Palo Alto , Network Reliability Manager, Executive , Palo Alto, California

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