About Qualys
Qualys, Inc. is the leading provider of on demand IT security risk and compliance management solutions – delivered as a service. Qualys’ Software-as-a-Service solutions are deployed in a matter of hours anywhere in the world, providing customers an immediate and continuous view of their security and compliance postures. The QualysGuard® service is used today by more than 3,500 organizations in 85 countries, including 35 of the Fortune Global 100 and performs more than 200 million IP audits per year. Qualys has the largest vulnerability management deployment in the world at a Fortune Global 50 company. Qualys has established strategic agreements with leading managed service providers and consulting organizations including BT, Etisalat, Fujitsu, IBM, I(TS)2, LAC, SecureWorks, Symantec, TELUS and VeriSign.

The Systems Support manager leads the team that is primarily responsible for the day to day operations associated with monitoring , reporting, troubleshooting and repair of the Qualys production systems. Responsibilities include SLA management, personnel and operations management, reporting and enterprise monitoring initiatives. In addition, this position will ensure that strong relationships are established with internal business partners while maintaining seamless internal communications.

Responsibilities:

*Manage a team of service engineers to provide 24x7x365 global monitoring and incident support for Qualys applications, networks, core systems and some dev/eng/QA environments.
*Hire and manage the 24x7x365 NOC staff - possibly offshore
*Develops, refines, implements, documents and enforces NOC policies and procedures
*Hires, trains and motivates skilled professionals to the NOC
*Coordinates and communicates with other support leaders to ensure timely incident resolution and escalation
*Ensures accurate, detailed incident tickets and post-mortem analyses, as necessary
*Develops and reports on metrics for improving NOC’s performance
*Is customer focused and inspires customer services within the NOC team
*Develop and maintain process and procedural documentation and perform periodic review of all SOPs.
*Respond to alerts and follow documented procedures for verifying the issue, determining root cause, and resolving or escalating as necessary in compliance with established SOPs and SLAs.
*Generate key reports for management in regards to system availability, service level agreements and outages in a timely manner.
*Management of the P1 Incident and Resolution process.
*Assist with preventive maintenance in the form of patches, OS upgrades, and similar upgrades
*Manages NOC tickets and some Helpdesk related support functions using the established Helpdesk ticketing system.

Qualifications:

*7+ years IT support experience with 2+ years experience in Enterprise Operations Center Support preferably in a management capacity; previous helpdesk experience is a plus.
*Must be an effective verbal and written communicator; proven ability to influence and embrace change.
*Must have project management experience, strong analytical, reasoning, and organizational skills.
*Off-hour, weekend and travel are required.
* SaaS experience strongly desired
* Strong understanding of Unix/Linux, server, LAN/WAN, SNMP, and monitoring solutions.

Interested candidates please apply through the link below:
http://tbe.taleo.net/NA8/ats/careers/requisition.jsp?org=QUALYS&cws=7&rid=97

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