Network Ops Center Mgr

Ritter Communications•Jonesboro, AR

About The Position

Ritter Communications, headquartered in Jonesboro, Arkansas, is the largest privately held telecom provider serving the Mid-South. Recognized as one of Arkansas' Best Places to Work for five years running, we deliver world-class broadband fiber, telecom, video, and data center services. With rapid growth and millions invested in advanced infrastructure, we now serve 197 communities and over 60,000 customers across six states. At Ritter Communications, our team combines cutting-edge technology with a customer-first mindset - and we're looking for talented individuals who share our passion for excellence and community impact. General Summary: The NOC Manager holds a vital role in leading a team of Network Operations Center (NOC) professionals in managing the company’s data, voice, and transport network. While managing the day-to-day operations of the NOC team, the NOC Manager will also be responsible for Ritter Communications’ Change Management policy. The policy includes reviewing and scheduling of MOPs/workplans, coordinating resources, notifications and communications, documentation, defining KPIs, etc. Success in this role is highly reliant on the ability to effectively prioritize and manage multiple high-impact projects, lead and develop teams, collaborate with internal partners, and effectively communicate NOC activities to external stakeholders. It is also imperative that individuals in this role have the ability to adapt to rapidly changing environments and networks, learn new technologies and process information quickly, and have the ability to work both independently and in a team environment. Flexibility in work schedule is also a requirement for this position.

Requirements

Knowledge of telecommunications products and services
Experienced in establishing and managing an IT/Network Change Control program
Experienced in establishing procedures, policies, and documentations
Experienced in establishing, trending, and reporting of SLA and KPIs
Experienced in people management, development, and conflict resolution
Proficient understanding of the OSI layers and LAN/WAN protocols and technologies such as Ethernet, TCP/IP, VLAN, Routing, Switching, ACL, NAT, etc.
Operational knowledge and awareness of data, voice, and transport network technologies such as Cisco, Ciena, Nokia, Calix, Alcatel, and Metaswitch
High level proficiency in commonly used software such as Visio, Excel, Word, and Power Point
Ability to lead others to achieve desired outcomes in a manner consistent with Company values
Ability to multi-task and effectively manage multiple high-impact projects
Ability to be detail oriented while keeping the bigger picture in mind
Ability to work well individually and in a team environment
Excellent verbal and written communication skills
Ability to travel for business requirements; must possess a valid Driver’s License with a satisfactory driving record
Bachelor’s Degree in Engineering, Computer Science, or a similar technical field is preferred
10+ years of related technical experience with at least three years of experience managing technical teams is preferred

Nice To Haves

Cisco CCNA, CCNP, Nokia NRS, CompTIA, or similar certifications preferred

Responsibilities

Manages and mentors 24x7x365 NOC support team in all daily operations by effectively communicating expectations and driving accountability
Cultivates cross functional department relationships to achieve common goals
Serves as a NOC liaison for inquiries and escalations from both internal and external customers
Implements, follows, and directs NOC policies and procedures
Maintains a strong customer service focus for all business decisions
Serves as a 2 nd level escalation point for staff members
Interacts with Engineering, Field Operations, TAC, and on occasion end-customers
Travels to customer sites, project areas, business related events, and other Ritter Communications locations as required
Performs other related duties as assigned