Senior NOC Manager

Published
October 30, 2020
Location
San Antonio, TX
Category
Job Type

Description

SrTelForce Group is looking for a Senior NOC Manager in the San Antonio, TX area. This is a full time, direct hire position.

The Sr. Network Operations Center Manager is responsible for designing the appropriate processes and procedures to build a proactive technical support center, managing the Network Operations Center (NOC) staff, and taking ownership of all technical and customer issues. Primary focus is the successful delivery of NOC services while delivering growth in both revenue and quantity of customers using the NOC’s services. This role requires a strong turnaround background and experience in pivoting from reactive to proactive services.

Senior NOC Manager Qualifications:

  • 5+ years of experience managing a Network Operations Center teams in a demanding fast-paced environment
  • Bachelor’s degree in Computer Science, Information Technology, Telecommunications, related technical field, or equivalent work-related experience, MBA preferred
  • Strong financial background surrounding service delivery; strong business management and acumen skillset; laser focused on contract renewals and new revenue growth
  • Strong knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, Switches, and the needs of telecommunications customers
  • Experience in managing NOC teams in a telecom environment
  • A passion for providing exceptional service to customers
  • Exceptional leadership skills with strategic vision
  • Excellent skills in the process and people management
  • Experience with building high performing teams
  • Strong sense of ownership, accountability, and the ability to see situations from the customer’s point of view
  • Proven leadership track record, problem solving and customer service capabilities
  • Position requires a high level of focus, energy, and attention to detail
  • Advanced communication skills, both written and customer-facing
  • Experience with managing teams consisting of a broad range of skills and experience
  • Strong work ethic and capable of handling stress
  • Must be positive and able to develop and sustain a culture that places our customers’ needs are the forefront of every decision

Senior NOC Manager Description:

  • Responsible for managing a staff ranging from 15 to 20 members serving clients on a 7x24 basis
  • Ensure shift turnover is handled appropriately
  • Conduct ticket reviews, manage schedules, and conduct performance reviews
  • Manage culture change as the NOC evolves to new services and growth into new markets
  • Grow existing staff as they adapt to new challenges driven by growth and expanding portfolio of services
  • Recruit and hire new staff with the skills to meet the future needs of evolving services
  • Structure the NOC to best serve clients
  • Conduct quality assurance initiatives, including but not limited to the monitoring of support calls to ensure staff is delivering quality information and support to clients that is courteous, timely, professional, and effective
  • Identify areas requiring training and ensure appropriate training is scheduled and delivered
  • Coach individual employees to improve skill sets and job performance
  • Create and monitor development plans to ensure consistent continued improvement in the skills and abilities of the team
  • Responsible for the financial performance of all NOC operations as it relates to revenue and gross margin goals set on a customer basis in support of the overall NOC operating plan
  • Drive efforts to streamline and evolve systems, services, tools, and processes in support of optimizing service capabilities
  • Responsible for designing and implementing client-focused processes for running the NOC
  • Develop, document, and implement the necessary processes to ensure consistently high performance in all areas
  • Implement the necessary metrics to monitor results and identify areas requiring improvement
  • Develop and maintain a knowledge base to assist in resolving issues
  • Maintain and update service documentation to reflect changes in service encountered / driven by incident handling
  • Drive a disciplined change order process to ensure all costs are properly accounted for and passed on to the appropriate party for ownership or payment
  • Ensure appropriate resources are engaged in incident resolution
  • Oversee all aspects of the incident resolution
  • Ensure timely and appropriate internal and external communication occur throughout the incident
  • Serve as an escalation point for customer and third-party issues
  • Lead reviews of incidents to identify deficiencies and foster continual improvement in operations
  • Ensure root cause analysis is the rule, not the exception
  • Monitor ticket processing to ensure tickets are being aggressively worked and SLAs addressed
  • Analyze and report support metrics and trends
  • Ensure NOC staff delights our customers with every interaction
  • Schedule and oversee the maintenance schedule for network elements
  • Coordinate notification and scheduling with client(s)
  • Report project status to higher management
  • Establish strong relationships with all third-party subcontractors
  • Work closely with our installation partners’ management teams to build partnerships and leverage strengths of both companies
  • Maintain current vendor escalation/contact lists
  • Develop and ensure adherence to a vendor escalation process to resolve incidents
  • Ensure proper documentation of service interruption resulting from vendor issues to enable requests for SLA credits to be processed
  • Manage third party subcontractor agreements including payments and renewals

Candidates must have a valid driver’s licenses and be insured; some jobs may require travel up to multiple weeks at a time. Please send all resumes with certifications relative to the job to taylor@telforcegroup.com. In subject line, please note the position you are applying for, a current resume in Word format, 2 references, phone number and email. We reserve the right at all times to disclose any information as we deem necessary to satisfy any applicable law, regulation, legal process or governmental request, or to edit, refuse to post or to remove any information or materials, in whole or in part, in our sole discretion. All resumes submitted to TelForce will become the property of TelForce and shall have the right to display to a third party or in our database for consumption. Call Taylor at 602.907.3098.

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