NOC Manager

Internal•Evansville, IN

54d•Hybrid

About The Position

Love your Mondays again! Join the Future of Connectivity with Metronet! Are you ready to launch your career with one of the nation’s fastest-growing fiber-optic powerhouses? Welcome to Metronet, where we don’t just build networks; we build communities. Job Summary: The Network Operations Center Manager provides direction, leadership, and supervision of the NOC Technicians during daily monitoring, repair, and maintenance activities. The NOC operates 24 hours a day, 7 days a week with Management oversite in support of the team. The Metronet NOC is responsible for the Voice, Video, DWDM and IP Network that supports customer service. Job Location: This position can sit onsite in Lubbock, Texas; Evansville, Indiana; or can be remote in the states Metronet is able to support: (AK, AL, AR, AZ, CO, DE, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MS, MO, NC, NE, NJ, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, VA, WI, WV). What we offer: Competitive pay Annual bonus opportunity Annual merit increases Affordable insurance (medical, dental, vision, etc.) 401(k) company match up to 6% Paid time off Volunteer hours Perks and discounts Discounted Metronet service in our serviceable area Opportunities for advancement So much more!

Requirements

5+ years working in a NOC environment in the telecommunications industry.
Bachelor’s degree or equivalent experience in telecommunications, electronics, computer science or business.
Solid understanding of Ethernet & IP/MPLS protocols and prior experience with DWDM/core transport networks.
Prior hands-on experience with EMS, NMS, ticketing systems, and other network tools.
Knowledge of ITSM principles and methods is desirable.
Knowledge of Metasolve M6 workflows, tasks, CLRs, and best practices is desirable.
Must enjoy a dynamic a continually changing work environment and willingness to adapt to changes in priority and focus.
Willing and able to work any shift in a 24x7x365 environment.
Clear and concise verbal/written communications skills is essential
Professional attitude

Nice To Haves

Experience with Nokia, Adtran, Calix, Cisco and/or Juniper equipment is a plus.
Experience with knowledge systems is desirable.

Responsibilities

Responsible for the daily oversight and support of Metronet NOC technicians, providing direction on workload priorities, ticket queues, and technical assistance as required.
Act upon network events with a high sense of urgency and customer care
Provide technical assistance and guidance during network events, engaging next level technical resources and management as appropriate
Communicate with customer and partner-provider NOC management and technical personnel in order to quickly resolve network issues and restore service
Escalate effectively during network events, as well as maintain order in a high-pace network environment
Ensure accurate and regular communications to Metronet associates and customers during network events.
Ensure that NOC personnel are implementing effective Event and Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.
Ensure timely response to customer inquiries for assistance, and request for RCA reports.
Ensure an effective problem management process exist to remedy underlying situations that cause events and Incidents.
Participant in Network Operations Center staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development.
Participant in process/procedure development and best practices as it pertains to network monitoring, ticketing, and trouble resolution
Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications
Provide leadership and direction to NOC, field, and engineering associates in pursuit of network reliability and integrity to minimize any service disruption and maximize system availability.