Summary:

This position will help oversee a team of NOC (Network Operations Center) techs to monitor our networks, troubleshoot any issues that arise, ensuring the team is quickly responding to alarms and outage notifications and updating tickets regularly. This position is also responsible for compiling data and creating reports on outages, network issues, customer impact, and NOC performance. These reports will be used for training and improvement in the NOC and for improvement company-wide to give our customers the best product possible. This role is also responsible for scheduling, team meetings and communications, hiring and training, process/policy creation and improvement, and any other duties assigned.

Duties & Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Managing the daily operations of the NOC and ensuring NOC techs follow procedures with any outages or issues. Ensure that proper communication and escalation is being done so outages are resolved quickly minimizing downtime and supporting efficient Operations
• Tracking metrics that measure NOC performance like ATTR (Average Time to Respond and to Resolve), customer impact duration, and ticket creation processes, escalation paths, and notification processes are followed
• Monitoring network performance and logs and documents incidents and changes occurring in daily Operations
• Troubleshooting and resolving routine Network issues and conducting or participating in root cause analysis (RCA) to prevent recurrences and identify potential technological, training, or process improvements
• Automates routine tasks using scripting or basic programs
• Advises on budget expenditures to ensure required tools and equipment are procured and maintained
• Assists with the continued training and development of NOC staff in best practices, tools, and technologies to further their ability to troubleshoot and resolve issues
• Assists in the hiring and training of new NOC techs. Evaluate and improve training processes and procedures, as needed
• Attends meetings and events to provide input into the continued growth and development of the NOC and PBB. Assists in planning and hosting weekly NOC meetings and NOC training sessions
• Controlling the weekly schedule and making any adjustments, as needed. Finding coverage for NOC techs who are out sick or on vacation. Ensuring holidays have adequate staffing
• Fosters effective communication and teamwork between departments for continued collaboration and joint troubleshooting
• Builds positive relationships with our vendors to further engage and assist on any vendor-related issues
• Performs other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to maintain the highest confidentiality with sensitive information
• Must possess strong interpersonal and communication skills
• Strong organizational and time management skills
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously
• Must have strong attention to detail and have an elevated level of accuracy
• Ability to lead and manage a team of professionals
• A desire to continue to learn and grow in individual networking knowledge and skills
• Ability to train, instruct, and discipline individuals, as needed
• Thorough knowledge of functional area and department processes

Education/Experience:

• 4-year degree in Business Leadership, Business Management, or IT/Networking
• 2 – 4 years of Networking experience and 2 – 4 years of leadership experience
• IT Bootcamp certificate if no IT degree or less than 2 years of experience
• CompTIA, Network+, CCNA, or ITIL certifications a plus

Computer Skills:

• Must possess strong computer skills, with proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook), NMS tools, CLI commands, networking, data manipulation, ticketing systems, and device controllers