Director Network Operations

Director Network Operations

The Incident Management Team (IMT) Director is a leadership role that is responsible for the operational activities of the Frontier Network Operations center. Primary responsibilities include: managing customer-impacting outages from inception to restoral; alarm acknowledgment and resolution; providing Tier I and 2 support on all network elements; Service interruption notifications and updates; support to Frontier field technicians; managing employee/customer-facing organizations for HSI; and completing detailed reviews for major network outages.

In this role, the Director will be responsible for leading a Management team and workforce comprised of experienced, highly trained technicians and support engineers. This position requires a diversely experienced person to lead, manage and anticipate business needs of support and enhancement. The Director will report directly to the Vice President of Network Operations.

Minimum 7-10 years of experience in telecommunications leadership/management role and with specific knowledge of managing large network operations centers. Technical knowledge of telephony, VoIP, Internet, Data, TV, and Network operations and experience in developing operational metrics. Training background, manpower experience, and budget development/reconciliation required. The candidate must possess outstanding interpersonal skills, presentation skills, and strong oral and written communication skills. Strong working knowledge of network management tools and operating systems required.

Day-to-day work responsibilities:

• Utilize reporting tools to ensure team productivity.
• Manage ticket resolution with strict adherence to network operations and set MTTR goals.
• Ensure NOC MTTR goals are met by generating and implementing repeatable processes across all shifts driving network-related issues to resolution.
• Liaise network enhancement projects with the Engineering and Planning departments.
• Evaluate Root Cause Analysis (RCA) for failure trends and process improvements.
• Host and manage the daily state of the network calls
• Utilize, manage and maintain network and performance monitoring tools to ensure network reliability (i.e. Netcool Suites, NMARS). This includes MIB reviews, as well as identification and implementation of alarming and automation.
• Generate, review and enforce processes, which can assist in identifying and resolving chronic issues.
• Expand each team’s knowledge base, ensuring 24×7 support in a multi-vendor environment.
• Support repair activities, configuration changes, and upgrades to network elements within a production environment, with as little customer impact as possible.

Position Requirements

• Bachelor’s in computer science or equivalent Network Operations work experience, Master’s degree preferred.
• 10 Years of technical expertise in network operations or equivalent
• Must have a thorough knowledge of management principles and practices; personnel supervision and development; and telephony technologies
• Working knowledge of computer processes including Microsoft office, Unix and various software-driven processes
• Network planning procedures
• Outstanding communication and interpersonal skills required
• Must be available for network emergencies 7 x 24, some evening and/or weekend work as necessary based upon workload
• Develop complex business cases to new business processes

Frequent travel may be required