Senior Manager, Network Operations Center
About The Position
Segra is seeking a Senior Manager, Network Operations Center to lead and directly support Network Operations Center personnel. The role is based in Kansas City, Missouri, or Columbia, South Carolina, with a hybrid arrangement requiring at least three days in the office and allowing remote work two days each week. The Senior Manager provides higher-tier support to the NOC and other Operations departments for daily troubleshooting and operational activities. The role reviews scheduled maintenance, assesses and communicates expected impacts, and serves as a third-level escalation point. It establishes and improves Network Operations policies and procedures for project prioritization, activity management, customer commitments, network-event response, outage resolution, network performance, and data integrity. The position also facilitates process-improvement and policy-and-procedure development meetings, represents the team on committees planning and evaluating new equipment and markets, and assists with NOC expense and capital budgets.
Requirements
- Bachelor of Science degree in Business or a technical field, and/or equivalent work experience.
- At least 5 years of experience.
- Previous NOC experience and understanding of capturing and responding promptly to surveillance alarms.
- Demonstrated successful management experience leading a technical team.
- Thorough knowledge of management principles and practices, personnel supervision and development, and telephony technologies.
- Experience setting up local exchange operations, including surveillance, monitoring, fixing, and repair.
- Knowledge of and ability to adapt the ITIL V3 model for an advanced service management strategy, including Incident and Problem Management in a CNOC environment.
- Understanding of IP telecommunications.
- Understanding of switching, MPLS, and other routed technologies.
- Working knowledge of word-processing, spreadsheet, and presentation software.
- Outstanding communication and interpersonal skills.
Responsibilities
- Manage and provide direct support to NOC personnel, using team members’ strengths and promoting team cohesion.
- Provide efficient, higher-tiered support to the NOC and other Operations departments for daily troubleshooting and activities.
- Support, review, and evaluate scheduled maintenance; determine and communicate expected impact.
- Serve as a third-level escalation point.
- Define, maintain, and enhance Network Operations policies and procedures for prioritizing projects, managing activities, meeting customer commitments, responding to network events, coordinating outage resolution, improving network performance, and ensuring network and related-data integrity.
- Facilitate meetings to coordinate process improvement and policy-and-procedure development, and ensure compliance with established policies.
- Represent the team on committees that plan, evaluate, and incorporate new equipment and markets into the network.
- Assist in establishing NOC expense and capital budgets.
Benefits
- Medical, dental, and vision insurance.
- Life insurance.
- 401(k) match and immediate 401(k) vesting.
- Flexible Spending and Health Savings Accounts.
- Tuition and gym reimbursements.
- Vacation/PTO, paid holidays, and floating holidays.
- Volunteer days and parental leave.
- Legal, accidental, hospital indemnity, identity theft, and pet insurance.
- Programs supporting physical, mental, financial, and social wellness.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
