Senior NOC Manager - Network Operations Center Manager

Orlando, FL

Posted: 09/27/2018 Job Number: 11792541
Senior NOC Manager - Network Operations Center Manager - Our client is a leading provider of voice, video, data, and high-speed internet services to commercial and residential customers.
Job Title: Senior Manager, Network Operations Center (NOC)

Position Summary:
The Senior Manager, Network Operations Center (NOC) leads corporate-wide proactive and reactive maintenance and monitoring activities for all customers and properties across the enterprise. This position is accountable for strategic and tactical support of all video, voice and data networks. The NOC Senior Manager is responsible for setting the highest standard of customer care and for elevating his/her employees to perform at that level. The incumbent brings all other leaders together in the event of planned or reactive maintenance activities to ensure seamless communications and plans are put into place. This position will take the lead in disaster recovery setting the stage for all departments actions. This position is one of the pivotal strategic plan formulators for the company.
Essential Duties and Responsibilities:
  • Manage a 24/7/365 Network Operation Center (NOC)
  • Establish and lead a best-of-class service team who are the center of all communications on any network and company outages, proactive and reactive maintenances and change processes
  • Develop a team work environment to best leverage individuals' capabilities
  • Formulate and manage a technical training program for the NOC personnel with the objective of not only providing quick and efficient troubleshooting and resolution but also elevating the skill set such that they achieve expert certifications and operate at the expert level
  • Establish a high standard for effective communication with internal and external customers
  • Develop and manage shift schedules, assist in hiring, and develop personnel
  • Oversee the support of all video, voice and data networks including; VOIP, SIP, Data Networks, LAN/WAN and wireless networks for business and residential service offerings
  • Create processes for all day-to-day NOC operations and escalations
  • Oversee all proactive and reactive maintenance activities ensuring MOP adherence and flawless execution
  • Grow and develop individuals' capabilities to reach expert level complete with vendor specific certifications including the development of bootcamp-like training and laboratory scenarios for technical knowledge development and certification
  • Implement a process improvement program and KPIs to further improve efficiency and performance of the key technical functions
  • Create and formulate scripts and plans to identify potential network impairments and work with the engineering team to define plans for network hardening
  • Calculate the monthly and cumulative KPIs for the Company including MTTT, MTTR, Ticket Quality, RCAs and other data as necessary
  • Develop and implement a knowledge transfer program for new projects nearing completion
  • Define emergency and disaster recovery plans for the company
  • Establish a strong partnership with Engineering and other Department Heads within the company in order to strategically direct the company and our technical advancement
  • Implement and manage a NOC process documentation program. Serve as the focal point and source of truth for NOC processes and documentation of such
  • Lead change control process and meetings to plan and ensure buy in across all departments on maintenance specifics and schedules
  • Lead the Root Cause Analysis (RCA) process for understanding and changing processes to eliminate outages based on lessons learned. Document lessons learned and follow up on necessary actions
  • Produce Reason For Outage (RFO) documentation that can be shared with external customers, based on the internal RCA and timeline for an event
  • Formulate plans for network improvement based on data and scripts identified within the NOC and other sources in order to improve customer service
  • Formulate key reports for customers and management in order to drive the strategic direction of the company
  • Establish and maintain command and control during network events, communicate during events throughout the company, and document RFO's following network events.
  • 5+ years of leadership experience managing technical operations in a 24x7x365 environment
  • 3 years of NOC experience or equivalent in Field Operations leadership
  • Solid experience with Layer 2/3 networks, routers, switches, VOIP, SIP, and wireless networks
  • CCNA/JNCIA required and CCNP/JNCIP preferred
  • Bachelors degree in Engineering/IT or equivalent required
  • Exceptional communication and customer care skills necessary to communicate events and plans; both tactical and strategic, internally and externally
  • Ability to formulate and establish policy as well as process definition, organization and standards implementation
  • Experience establishing and managing training programs
  • Working knowledge of network commands and monitoring tools with vendor certification preferred
  • Exceptionally strong leadership and management skills required
  • Strong network troubleshooting and analytical skills are essential
  • Strong strategic experience in formulating the network plans, the network model and the NOC growth in the overall corporate growth
  • Excellent oral and written communication skills, including the ability to interact effectively with
Executives, management, engineers, vendors, peers, and customers
  • Ability to exercise strategic judgment in planning, organizing, directing and performing network diagnostics
  • Well-developed people management and conflict resolution skills
  • Ability to write technical documentation and create management reports and metrics
  • Must have a valid driver's license and clean driving record
  • Must be able to pass criminal background check and drug test

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