Senior Manager, Network Operations Center

Segra•Kansas City, MO

1d•Hybrid

About The Position

Segra is seeking a full-time Senior Manager, Network Operations Center. The role manages and directly supports NOC personnel, making effective use of team members’ strengths and building cohesion to provide efficient, higher-tier support for the NOC and other Operations departments. The position supports troubleshooting and daily operational activities, reviews scheduled maintenance to assess and communicate expected impact, and serves as a third-level escalation point. The Senior Manager defines, maintains, and improves Network Operations policies and procedures to prioritize projects, manage activities, meet customer commitments, respond to network events, coordinate outage resolution, improve network performance, and protect network and related-data integrity. The role facilitates meetings on process improvement and methods and procedures development, ensures compliance with policies, represents the team on committees planning and evaluating network equipment and market additions, and assists with NOC expense and capital budgets. This hybrid position is open to candidates in Kansas City, Missouri, or Columbia, South Carolina. It requires at least three days per week in the office, with the option to work remotely two days per week.

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 to surveillance alarms in a timely manner.
Proven 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 to provide an advanced service-management strategy, including Incident and Problem Management concepts 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 directly support NOC personnel, develop their strengths, and build team cohesion.
Provide higher-tiered operational support to the NOC and other Operations departments for troubleshooting and daily 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 project prioritization, activity management, customer commitments, network-event response, outage resolution, network performance, and network and data integrity.
Facilitate meetings for process improvement and methods and procedures development, and ensure compliance with 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.