Manager, Wireless NOC

Amdocs•Denver, CO

5d•$96,250 - $158,125

About The Position

The Manager, Wireless NOC manages a 24/7 Network Operations Center, leading Network Surveillance, Incident Management, and Fault Isolation & Management teams responsible for end-to-end monitoring and troubleshooting of the platform. The manager escalates complex issues to Advanced Operations and Engineering, identifies root causes of failures, and develops corrective actions. The role also uses KPI metrics in ongoing process improvement reviews to eliminate errors, improve hardware and software efficiency, and increase service uptime. The position is responsible for team hiring, development, and management; automation and operational improvement; network performance and SLA assurance; outage and incident lifecycle management; customer complaint resolution; and coordination with internal teams, market operations, OEMs, and vendors. The role targets national-level availability above 99.50%.

Requirements

Bachelor's or Master's degree, or equivalent.
2–5 years of telecom or wireless experience.
8+ years of management or leadership experience.
Experience managing 4G/5G NOC shift environments and troubleshooting activities.
Ability to organize and prioritize dynamic schedules, balance team workloads, and ensure incidents are resolved quickly and efficiently.
Good understanding of 5G functional components, including Core, RAN, Network, Transport, PaaS, and gNB configurations.
Ability to understand higher-level technology issues and troubleshoot them to resolution.
Ability to collaborate across departments to help resolve network outages.
Excellent leadership and people management skills.
Reliability, ability to work with minimum supervision, and a proactive, can-do approach.
Must be legally authorized to work in the United States for any employer; visa sponsorship is not available.

Responsibilities

Hire and manage a team of engineers and subject matter experts, and create training programs for capability and skill development.
Drive automation to reduce mean time to repair, optimize resources, and improve processes.
Analyze KPIs and make changes to optimize network performance and ensure agreed assurance KPIs and SLAs are met.
Manage outages and emergencies and own end-to-end incident lifecycle management.
Manage team expansion, people management, resource planning, recruitment, and appraisals.
Drive resolution of customer complaints (CXO) within service level agreements and maintain national-level availability above 99.50%.
Coordinate with Market Operations, RF teams, OEMs, vendors, Care, field operations, and Engineering operations to resolve incidents.
Escalate complex issues to Advanced Operations and Engineering resources, determine failure root causes, and develop corrective actions.