Hotwire Communications

  • NOC Operations Manager

    Job Locations US-FL-Fort Lauderdale
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-1030
    # of Openings
    1
    Department
    Technology
  • Who We Are

    Hotwire Communications, founded in 2000, specializes in providing advanced video solutions, high speed internet, digital phone service and other IP related products and services over its private Metro Ethernet Fiber Backbone. Hotwire’s operating divisions focus on delivering its suite of advanced communications products to unique market segments to meet the needs of a specific industry.

    What You Will Be Doing

    Technical Responsibilities

    • Assist the NOC Director with the planning, scheduling and successful end to end 24X7 management of all network and application monitoring and crisis coordination and communication for all Hotwire Communication Services
    • Initiate improvements in the supporting policies, practices, and processes to ensure customer satisfaction of end to end support.
    • Direct the development of departmental objectives to achieve maximum human and machine resources allocation/utilization, monitoring performance and taking corrective action when necessary
    • Establish strong working relationships with internal and external customers, and vendors
    • Serve as an escalation point for network outages and problems
    • Assist customers and NOC personnel with their problems, issues, questions, and concerns, which are of a more technical nature, meeting or exceeding customer expectation.

     

    People Leadership

    • Manage technical staff and resources of the Network Operations Center to provide 24x7x365 application and network monitoring and maintenance in a manner that provides a high level of customer satisfaction.
    • Coordinate shift scheduling for NOC operations and allocate staff members to different shift duties.
    • Manage NOC technical engineer and support staff to ensure they meet objectives for network monitoring, pro-active outage-prevention tasks, network capacity
    • Coach, mentor, and engage the team, fostering individual career growth and development

    What You Need to Bring

    • BA/BS in business management, computer science, information systems, or equivalent work experience
    • 2+ years in telecommunications industry preferred.
    • 3+ years leadership experience supervisory, project management, cross-functional facilitation
    • Experience leading and building high-performing teams of 30+ employees across multiple locations through mentoring, performance management, talent and professional development, recognition, building morale, process development, communication, and knowledge sharing.
    • Extensive customer facing experience, client relationship management, client implementation, and client support experience
    • Experience managing large IP networks
    • Ability to maintain a strong sense of urgency and proven ability to perform well under stress when confronted with an emergency, critical, or essential customer or network situations.
    • Expert collaboration and customer service skills and demonstrated experience building and maturing relationships at all levels of an organization to align services with functional needs.
    • Strong oral and written communication skills and ability to clearly communicate technology plans and strategy
    • Knowledge of Networking OSI Model inclusive of: TCP/IP, DWDM, IPSec, VPN’s, etc.
    • Additional technical background in IPv4, IPv6, MPLS and Layer 2/3 protocols.
    • Significant experience directly managing measurement, reporting, and analysis of key performance indicators (KPI), and service level targets and agreements (SLA) to achieve and sustain operational excellence.

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