Manager-Network Operations Center (NOC)

Manager – Network Operations Center (NOC)

Position

Responsible for the management of CloudWyze Network Operations Center. Responsible for day-to-day activities of the Network Operations technical staff and network performance issues as they arise. Also responsible for the timely execution of business improvement initiatives to ensure continuous improvement of Network & Services availability.

Responsibilities

• Maintain, operate, and work with Network Planning to optimize CloudWyze Fixed Wireless and Fiber network.

• Responsible for day-to-day activities of the Network Operations technical staff and network performance issues
• Provides leadership in network operations support in a 24/7 operating environment.
• Builds, Trains, and Leads team of Tier 1 through Tier 4 support in support of our customer base.
• Meets very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
• Drives technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem- solve, learn, and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
• Escalation point of contact for all major issues.
• Responsible for staying on top of all event, incident, and requests/change management for their discipline.
• Ensures timely and accurate notification of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partners.
• Ensures that all process and procedures have been implemented, understood, and followed for their responsible shift.
• Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment.
• Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
• Ensure all Root Cause Analysis (RCAs) are completed accurately and timely, with the ability to present to executive leadership.
• Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system.
• Resolves any scheduled maintenance or major outage issues escalated from direct reports.
• Drives the RCA process and continuous improvement with equipment vendors on hardware and technical support tickets
• Captures and sets up quarterly calls with offnet Transport providers to review performance.

Requirements

• Bachelor’s degree in Computer Science, Engineering or related field, and / or equivalent work experience
• Minimum of eight (8) years of Engineering work experience
• Minimum of six (6) years of experience in Network troubleshooting in a 24×7 Operations Center
• Minimum of two (2) years of direct management experience
• Ability to supervise and motivate others
• Ability to work well with others to resolve problems, handle requests or situations
• Strong customer mindset
• Demonstrated telephone, communications, interpersonal skills and ability to follow established guidelines, policies, and procedures
• Understanding of Fixed Wireless (CBRS preferred) and Fiber Access and Core Networking Architectures.

• Advanced ability to isolate and troubleshoot Network and/or Customer issues using command line and network management systems
• Highly skilled in analysis of and documentation of root-cause analysis
• Strong background in BGP, OSPF, MPLS, Netflow, CGNAT, DNS/DHCP
• Experience with Juniper and Calix preferred.

Job Type: Full-time

Pay: $75,000.00 – $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift