Manager, Wireless NOC

Amdocs•Denver, CO

About The Position

The Manager, Wireless NOC manages a 24/7 Network Operations Center and leads Network Surveillance, Incident Management, and Fault Isolation & Management teams responsible for end-to-end monitoring and troubleshooting of the platform. The role escalates complex issues to Advanced Operations and Engineering, determines failure root causes, and develops corrective actions. It also contributes to process improvement reviews using KPI metrics to eliminate errors, improve hardware and software efficiency, and increase service uptime. The manager hires and develops engineers and subject matter experts, establishes training programs, drives automation and process improvements, and monitors network performance against assurance KPIs and SLAs. The role owns outage and emergency response and the end-to-end incident lifecycle, while overseeing team expansion, resource planning, recruitment, and appraisals. It also drives resolution of customer complaints within SLAs and coordinates with internal teams, market operations, RF teams, OEMs, and vendors to resolve incidents and maintain 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.
Good understanding of 5G functional components, including Core, RAN, Network, Transport, PaaS, and gNB configurations.
Ability to grasp higher-level technology issues and troubleshoot them to resolution.
Ability to organize and prioritize dynamic schedules, balance team workloads, and ensure incidents are managed efficiently through resolution.
Ability to work across departments to help resolve network event outages.
Excellent leadership and people management skills.
Reliable, able to work with minimum supervision, and proactive.

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.
Observe and analyze KPIs and make changes to optimize network performance and meet assurance KPIs and SLAs.
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 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 drive incident resolution.
Escalate complex issues to Advanced Operations and Engineering, determine root causes, and develop corrective actions.
Contribute to process improvement reviews using KPI metrics to eliminate errors and improve hardware and software efficiency and service uptime.