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FiberLight, LLC · 17 hours ago

Network Operations Center (NOC) Manager

Plano, TX

Full-time

Onsite

Senior Level

5+ years exp

FiberLight, LLC is seeking a Network Operations Center (NOC) Manager to lead a team of NOC professionals managing the transport network. The role involves overseeing daily operations, improving systems and processes, and mentoring team members to ensure effective communication and performance.

InternetTelecommunicationsWireless

Responsibilities

Manage and mentor a 24x7x365 NOC support team in daily operations by effectively communicating expectations and goals and driving accountability, planning, monitoring, and appraising results

Perform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs

Develop policies and procedures to enhance workflow efficiencies and ensure SLA compliance

Measure and monitor the effectiveness of systems, processes, and policies to ensure consistent value delivery and recommend changes to improve NOC performance

Ensure a positive customer experience is at the forefront of all decisions and recognize ways to improve that experience

Generate and process trouble tickets for technical support and drive to resolution

Manage ticket escalations and coordinate support from different organizations

Identify alarms, perform diagnostics, troubleshooting, and dispatch, as required, to the appropriate Carriers or FiberLight field service technician

Respond to internal and external customer escalations

Perform duties in a high-pressure, fast-paced environment

Create reports for FiberLight management and customers

Host / attend internal and external performance review calls as requested

Provide leadership and direction with peers and subordinates

Qualification

Fiber NetworksOptical NetworkingEthernet solutionsTroubleshooting skillsManagement experienceCustomer solutions-orientedOrganizational capabilitiesEffective communicationTime management

Required

Bachelor's Degree in Telecommunications, Engineering, a related field or the equivalent in training and experience

Five years of work experience with communications networks or the equivalent in training and experience

Three years of management experience with proven leadership abilities

Customer solutions-oriented, with exceptional verbal and written skills

Operations focused on a customer support background

Flexibility in work schedule, as this position will require occasional escalation to the management team during after-hours network events

Effective oral and written communication. This position will interact with customers and internal executives at all levels

Excellent troubleshooting skills and methodologies

Experienced in analyzing issues, distilling, and communicating their relevant aspects

Ability to identify risks/issues and develop recommendations for resolution

Communicate complex technical issues to multiple levels of non-technical personnel

Strong technical background in Fiber Networks, Optical Networking, and Ethernet based solutions

Attention to detail with good organizational capabilities

Ability to prioritize with good time management skills

Company

FiberLight, LLC

Digital transformation starts with purpose-built networks! FiberLight has been designing, building, and deploying one-of-a-kind fiber networks to ignite digital revolution for over 20 years.

Founded in 1998

Alpharetta, Georgia, USA

51-200 employees