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Network Operations Center Manager

Reports To:

Sr. Director of Network Engineering

Job Purpose:

The role of a Netops manager is to lead and motivate a team of highly skilled engineers and to advocate the company’s “GRIT” Core Values. The Netops manager’s position requires a strong team leader that is able to help each team member achieve company weekly, quarterly and yearly goals. This position requires a lot of focus, 24/7 availability and dedication. The Netops manager is required to be open minded, great disposition, attitude and always there to listen to the team member’s, ideas, suggestion, recommendations and concerns.
Company Values: GRIT
  • Growth – We are dedicated to the personal and professional growth of all our team members.
  • Respect – We promote mutual respect and alignment of company purpose, professional goals, while recognizing the value in diverse personalities and work styles who are aligned to create a great company.
  • Integrity – We have the courage to do “the right thing”.
  • Trust – Placing trust in each other and empowering each other to do great work are essential to the wellbeing of our organization.

Duties and Responsibilities

Key Roles:
  • LMA
  • Manage External Support
  • Implement Processes and Procedures
  • Network Documentation
  • Manage All Faults and Performance of the Network
  • Manage the NOC’s Relationship with internal and external customers
Other Duties and Responsibilities
  • Lead and guide a dedicated NOC support team, ensuring smooth daily operations through effective communication, goal setting, and fostering accountability.
  • Oversee system monitoring activities, ensuring the integrity and availability of systems and key processes, reviewing logs, and verifying completion of scheduled tasks.
  • Develop and implement policies and procedures to optimize workflow efficiency and ensure compliance with SLAs.
  • Continuously evaluate the effectiveness of systems, processes, and policies, implementing improvements to enhance NOC performance and deliver consistent value.
  • Prioritize a positive customer experience, proactively identifying opportunities to enhance satisfaction and implementing necessary improvements.
  • Manage and resolve technical support trouble tickets, driving them to resolution within defined timelines and engage field operations teams as required.
  • Investigate and create Incident Reports to respond to data customers after a service outage as needed
  • Coordinate ticket escalations and collaborate with various departments to ensure timely and effective support.
  • Address internal and external customer escalations promptly and professionally.
  • Thrive in a high-pressure, fast-paced environment, efficiently managing responsibilities.
  • Generate reports for management, providing insights and updates on NOC performance.
  • Participate in internal and external performance review calls as required.
  • Exhibit strong leadership skills, providing guidance and direction to peers and subordinates.
  • Follow company safety and personnel policies
  • Additional duties as needed.
  • Minimum of 3 years of related experience
  • Bachelor’s degree in related field desired
  • Strong problem resolution skills
  • Effective team builder and managerial skills
  • Familiar with a variety of data networking concepts, practices, and procedures
  • Proficiency in working with spreadsheets
  • Good written and oral communications skills
  • Speak, read English and follow written/verbal instructions