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Metronet · 3 days ago

NOC Manager

Lubbock County, TX

Full-time

Hybrid

Senior Level

5+ years exp

Metronet is one of the nation’s fastest-growing fiber-optic powerhouses, dedicated to building communities through connectivity. The Network Operations Center Manager provides leadership and supervision of NOC Technicians, ensuring effective monitoring, repair, and maintenance of the network that supports customer service.

InternetInternet of ThingsiOSMobileTelecommunications

Growth Opportunities

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

Qualification

NOC managementTelecommunications experienceEthernet & IP/MPLSDWDM/core transportNetwork tools proficiencyITSM principlesMetasolve M6 knowledgeProfessional attitudeClear communication