Supv, Network Management Operations

GCI Communication Corp•Anchorage, AK

About The Position

GCI's Supv, Network Management Operations will provide leadership and technical oversight for Network Management Operations, ensuring the availability, reliability, security, and performance of the company’s core transport, core voice, and supporting network infrastructure. Lead teams responsible for 24x7x365 Tier III operational support, including incident response and break/fix activities, preventative maintenance, lifecycle upgrades, and disaster recovery readiness to support business-critical services. This role drives operational excellence by strengthening network resilience, reducing operational and security risk, and improving service restoration performance through disciplined execution, operational standardization, and continuous improvement. The position collaborates closely with engineering, security, facilities, and other operational teams to align network operations with organizational strategy, service availability objectives, and regulatory requirements. ADDENDUMS: Systems & VoIP Operations Leadership Focus This role provides strategic leadership and operational oversight for teams responsible for enterprise Systems Engineering and Voice over IP (VoIP) Operations within the CTO organization. The position is accountable for ensuring the reliability, performance, security, and lifecycle management of mission-critical data center systems, communication platforms, and voice infrastructure that support company-wide operations. The leader in this role establishes operational direction, drives cross-functional collaboration, and ensures adherence to industry best practices, security standards, and operational excellence frameworks while enabling scalable, resilient, and secure technology environments.

Requirements

ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
Excellent communication and interpersonal skills with the ability to patiently and accurately articulate information, professionally handle inquiries and complaints, and communicate effectively with the team.
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
Strong understanding of network security principles, access controls, and compliance standards.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
Ability to meet and maintain high customer relationship goals and service expectations.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Strong problem-solving skills with the ability to identify and resolve root causes in complex environments.
Ability to analyze change impacts and implement solutions that minimize disruption while ensuring successful outcomes.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
CHANGE MANAGEMENT: champions and supports department and company change.
DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.
PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.
MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.
PERFORMANCE MANAGEMENT: sets clear performance expectations for team.
TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into databases or equivalent.
Ability to coordinate operational activities in a 24x7x365 environment
Strong attention to operational discipline and documentation
Ability to perform effectively during high-severity service incidents
Demonstrated ability to support operational improvement initiatives
Experience supporting carrier-grade network environments
Knowledge of network monitoring tools and operational processes
Experience supporting incident management and restoration activities
High School diploma or equivalent.
Bachelor’s degree in Telecommunications, Engineering, Information Technology, or related field.
Minimum of five (5) years in telecommunications or network operations experience or related environment.
Including a minimum of one (1) year in a supervisory or management position may be substituted with equivalent demonstrated functional leadership experience.

Nice To Haves

Experience supporting Tier III network operations
Knowledge of telecom transport and voice network environments
Experience in telecom NOC or core network environments
Other relevant telecom industry or job specific certifications.
Demonstrated leadership experience managing engineering, infrastructure, or technology-focused teams in a complex operational environment.
Proven ability to translate highly technical requirements into operational execution plans and strategic infrastructure initiatives.
Experience supporting large-scale system deployments, unified communications environments, and enterprise data center operations.
Familiarity with ITIL service management practices, change management frameworks, and enterprise incident response processes.
Red Hat Certified System Administrator (RHCSA)
VMware Certified Professional (VCP / VCP-Advanced)
CompTIA Linux+
Cisco CCNA, CCNP, or CCIE Collaboration
AudioCodes technical certifications
Industry certifications (CCNA, JNCIA, or equivalent)

Responsibilities

Fully own the mission, goals, operations, and results of the team and areas of responsibility.
Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide.
Establishing the vision and tone for the department, consistent with company culture and mission.
Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.
Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.
Lead 24x7x365 Tier III operational support for core transport, core voice, and supporting infrastructure.
Ensure rapid and effective response to network incidents, outages, and performance degradation to minimize service impact.
Oversee execution of preventative maintenance routines to support network performance and availability goals.
Direct implementation of hardware and software upgrades to maintain lifecycle health, availability, and feature enhancements.
Ensure network spares are available, properly inventoried, and positioned to support timely restoration.
Lead high availability and redundancy testing for network elements and customer circuits to validate failover readiness.
Develop, maintain, and exercise disaster recovery plans for the core network.
Coordinate incident response and restoration activities across engineering, vendors, security, facilities, and operations teams.
Drive remediation of security vulnerabilities and operational risks within core network equipment and supporting systems.
Lead technical debt reduction initiatives to improve stability, simplify operations, and reduce recurring incidents.
Ensure operational activities comply with security policies, change management standards, and internal controls.
Promote a culture of operational discipline, documentation accuracy, and procedural adherence.
Develop, implement, and enforce standard operating procedures for monitoring, troubleshooting, escalation, and restoration.
Analyze incident trends, failure patterns, and operational data to identify opportunities for improvement.
Implement process improvements and automation to reduce Mean Time to Identify (MTTI) and Mean Time to Repair (MTTR).
Ensure accurate documentation of incidents, corrective actions, and recovery activities.
Deliver meaningful, repeatable operational metrics and reporting to support leadership visibility and decision‑making.
Provide operational input into budget planning, capital initiatives, and long‑term operational strategy.
Provide leadership, coaching, and performance management for Systems Engineering and VoIP Operations staff, fostering a culture of technical excellence, accountability, and continuous improvement.
Develop and maintain operational roadmaps and team priorities aligned with organizational technology strategy and infrastructure modernization initiatives.
Coordinate cross-functional initiatives with Network Engineering, Network Operations Center (NOC), Cybersecurity, Data Center Operations, and Enterprise Applications teams to ensure seamless service delivery.
Oversee incident management processes including major incident response, root cause analysis, and remediation planning for systems, servers, VoIP platforms, and network policy-enforcement infrastructure.
Manage lifecycle planning and operational sustainability for enterprise servers, virtualization platforms, VoIP infrastructure, monitoring platforms, and supporting systems.
Establish and maintain technical documentation, architectural diagrams, and standard operating procedures (SOPs) to support operational continuity and knowledge transfer.
Promote the adoption of automation, scripting, and orchestration technologies to improve operational efficiency and reduce manual intervention.
Define and enforce configuration management standards, patch management policies, and security hardening practices across supported platforms.
Drive continuous improvement initiatives focused on system uptime, voice service quality, capacity planning, and Quality of Service (QoS) optimization.
Support technology planning, vendor engagement, contract evaluation, and budget forecasting for infrastructure investments and operational improvements.