NOC Manager

About the Company

AccessParks is wireless ISP and 5G managed service provider. The company specializes in design, installation, and ongoing management of broadband systems nationwide, with a focus on performance and quality customer experience. Bringing broadband access to the most remote regions of North America requires a strong work ethic and a supportive team culture.

Job Title

NOC Manager

Position Description

The NOC Manager provides direction, leadership, and supervision of NOC Technicians during daily network monitoring, repair, and maintenance activities, support all network related issue and outages by working directly with Engineering, Field Operations, Carrier, and Service Providers to minimize customer network impact and expedited resolution.

Responsibilities

• Develop, mentor, and train the NOC staff.
• Seek to improve processes and procedures with the goal of delivering the highest level of service to our customers.
• Develop, document, implement, and maintain processes and procedures for the day-to-day operations with AccessParks NOC Leadership.
• Promote a strong culture committed to service quality through the successful execution of repeatable, well-designed processes.
• Monitor the status of network alarms, alerts, incidents, and processes to ensure daily carrier/vendor, engineering, and field operations dispatches and repairs are being completed timely.
• Communicate policy and procedural changes to NOC staff.
• Make recommendations for changes and improvements and communicate them to NOC Leadership Team.
• Generate reports for the AccessParks NOC Leadership regarding service availability, MTTR, SLA, and customer assurance.
• Oversee and manage team members on special projects as needed.
• Maintain call center objectives to ensure overall customer experience is at its highest.
• Ensure continual process improvement within the AccessParks NOC, including but not limited to, automation of NOC tasks and reporting, initiatives, and routine administrative tasks.
• Maintain communication with NOC leadership team during outages until issues are resolved.
• Develop and drive improvements to processes and procedures utilizing root cause analysis.
• Identify and interview candidate(s) for the NOC team, as necessary.
• Monitor customer/network work queues to ensure 100% compliance with SLAs and to ensure all cases are being assigned daily.
• Ensure that NOC Technicians are working network and customer outages as efficiently and effectively as possible to meet customer and NOC expectations.
• Daily review of the NOC shift hand-off report to ensure that dispatches, tasks, and next actions are monitored and are consistently completed on time.
• Assist with administering performance reviews.
• The Manager, NOC is required to be on call and/or work various shifts (such as weekends and/or evenings.)

Qualifications

• Associate degree or equivalent from two-year college or technical school; or three plus years related experience and/or training; or equivalent combination of education and experience.
• Experience with ticket/incident management platforms required.
• Analytical thinking, ability to problem solve.
• Ability to manage and coordinate projects.
• CCNA is recommended or experience in network fundamentals and working knowledge of wireless technologies – mmWave, 5G, LTE, Microwave, and Wi-Fi preferred.
• Understanding of fiber and cable characteristics.
• Experience managing or supervising mid-sized teams of 10+.
• Must possess the ability to manage customer situations. Ability to respond in a professional manner to customer complaints and issues.
• Ability to clearly communicate both verbally and in written communication.
• Extensive knowledge of the following Transmission and TCP/IP standard telecommunication practices and technologies: Wireless network protocols, monitoring, and testing, Ethernet and IP Networking, and Switch and routing protocol and troubleshooting experience.

AccessParks is an Equal Employment Opportunity Employer

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program

Schedule:

• 10 hour shift

Experience:

• TCP/IP: 2 years (Preferred)
• Root cause analysis: 5 years (Preferred)
• 5G: 1 year (Preferred)
• WISP: 1 year (Preferred)
• Supervising: 5 years (Preferred)

License/Certification:

• CCNA (Preferred)

Work Location: Remote