NOC Lead

DMI•Remote,

12d•$111,137 - $138,921•Remote

About The Position

DMI, LLC is seeking a NOC Team Lead to join us. The Operations Team Lead leads a team of technicians to ensure maximum network uptime, rapid incident response, and high-quality metropolitan fiber connectivity. This role bridges the gap between hands-on technical troubleshooting and tactical team leadership. The Team Lead will manage the day-to-day Network Operations Center (NOC) functions, including scheduling and coordinating daily workload for NOC Engineers, reviewing and assigning escalated issues and trouble tickets while assisting in the workflow of the NOC team.

Requirements

Bachelor’s degree or equivalent experience.
10+ years of Network Operations experience, focusing on fiber network operations.
5+ years of Supervisory/Managerial experience.
Expert understanding of metro fiber service delivery.
Expert hands-on knowledge of optical test equipment (OTDR, ONT, Redlight, OLTS, etc).
Exceptional written and verbal communication skills.
Able to work in a multi-tasking aptitude under high pressure scenarios while maintaining customer-facing professionalism.
Expert knowledge of Layer 1/2/3 protocols including DWDM, Sonet/SDH, VLAN, Spanning Tree, MPLS, OSPF and BGP.
Experience with network monitoring systems and ticketing/ITSM platforms.
Ability to read and understand GIS Maps, engineering drawings and route schematics.
Must carry strong abilities in Customer Service, Team Leadership, Written/Verbal skills, Organization, Time Management and Adaptability to Change.
Must be available for escalated matters.
Must have prior experience in a 24 x 7 operations/engineering environment.

Nice To Haves

Cisco, Nokia, Ciena or other primary fiber optic/network equipment manufacturer certification(s).
Deep understanding of BICSI Standards.
5+ years in a government support role.
ITIL v4/5 certification.

Responsibilities

Oversee day-to-day operations to ensure work is completed accurately and closed in a timely manner.
Assist with escalated troubles/issues, ensuring they are handled in a proper fashion.
Manage and coach the staff of Network Operations Center (NOC) to include performance evaluations.
Assist in the hiring and training of new personnel.
Oversee all Standard Operating Procedures (SOP) and Method of Procedure (MOP) documentation, ensuring accuracy and understanding by all NOC Technicians.
Work on special projects, as assigned.
Generate and deliver any/all reports/tickets/documents as requested by the end user/customer.