NOC Manager

About us

Clearwave Fiber, a 100% Fiber Optic Internet provider offering business, enterprise, and residential communications services, is expanding its network to reach new communities across the Midwest and Southeast regions. This new venture was formed from Hargray Fiber and Clearwave Communications. Clearwave Fiber has the financial backing of Cable One, GTCR, Stephens Capital, and The Pritzker Organization. Our Team of more than 400 colleagues is committed to delivering the most advanced technology and customer service. If you enjoy technology and are passionate about working with a new venture with strong investment partners, we’d like to invite you to consider joining us in this endeavor.

The primary focus of the NOC Manager is to ensure that the Hosted INOC service runs efficiently and without interruption for all network elements within the Clearwave Fiber Network. They manage the day-to-day business process in the organization for this effort and own the flow of communication between Clearwave Fiber and INOC. The success of a NOC Manager depends on their knowledge of the industry and their level of experience in the field. This position reports to the Director of Network Operations.

THIS IS A REMOTE POSITION, HOWEVER THE SUCCESSFUL CANDIDATE WILL BE LOCATED IN ALABAMA, ARIZONA, FLORIDA, GEORGIA, ILLINOIS, INDIANA, KANSAS, KENTUCKY, MARYLAND, MISSOURI, NORTH CAROLINA, OHIO, SOUTH CAROLINA, TENNESSEE, TEXAS OR VIRGINIA.

Responsibilities

• Point of contact for information exchange between Clearwave Fiber and hosted INOC.
• Facilitate integration of existing and future Clearwave network elements into the Hosted INOC service.
• Work with Platform Management to ensure network element related alarms and outages are tracked and rectified in timely manner.
• Attend Clearwave Change Management calls and notify INOC of ongoing maintenance activity.
• Develop and implement outage notifications per company directives.
• Work with tools available within INOC interface for generating reporting requested from internal departments.
• Validate INOC performance regularly meets and maintains expected service levels.
• Awareness of and ability to appropriately communicate and manage escalations relative to core network jeopardy situations, outages, and impacts to customer service.
• Problem solving and analytical skills required.
• Effectiveness in providing feedback in a timely manner and possess strong communication and performance management skills.
• Interaction with leadership within the company to ensure open communication and relationships

Requirements:

Qualifications:

• Bachelor’s degree with qualifications in computer science, electrical engineering, telecommunication engineering or information technology and related fields.
• Equivalent experience in a similar role or function in the telecommunications industry can substitute for education requirement.
• 2+ years of leadership experience leading Technical Support teams or Network Operations Center (NOC) teams.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Visio.
• Ability to work independently as well as in a team environment.
• Strong collaboration and communication skills required.
• Network services experience is desired.
• Strong problem solving and analytical skills

Personal Attributes:

• Excellent skills in developing processes and procedures.
• Excellent oral communication skills, writing and presentation skills.
• Ability to interact with clients in a professional, articulate manner.
• Ability to act with a sense of urgency and consistently demonstrate leadership and a high level of engagement with supervisors and team members
• Self-motivated and able to work with minimal supervision.