08 Nov
Oklahoma,
Tulsa
, 74101
Tulsa
USA
Vacancy expired!
Position Title: IP NOC Manager Contract duration: 6 month contract to hire Targeted Start date: 11/9/2020 Location: Tulsa, OK Remote Option: Can be remote to start due to COVID. Schedule: Monday-Friday night shift 12am-8am or 11pm or 7am Position Description The NOC Manager, provides direction, leadership, and supervision of NOC Technicians during daily network monitoring, repair, and maintenance activities. Responsibilities • Develop, mentor, and train the NCC staff. • Seek to improve processes and procedures with the goal of delivering the highest level of service to our customers. • Develop, document, implement, and maintain processes and procedures for the day-to-day operations with NCC management's guidance. • Promote a strong culture committed to service quality through the successful execution of repeatable, well-designed processes. • Monitor the status of alarms, alerts, Salesforce tickets, and processes to ensure daily dispatches and repairs are being completed timely. • Communicate policy and procedural changes to the NCC staff. • Make recommendations for changes and improvements and communicate them to NCC management team. • Generate reports for the NCC management team in regards to service availability, MTTR, overall customer and network volumes. • Oversee and manage special projects as needed. • Maintain center objectives as assigned by NCC management team. • Ensure continual process improvement within the NCC, including but not limited to, automation of NCC tasks and reporting, initiatives, and routine administrative tasks. • Maintain communication with NCC management team during outages until issues are resolved. • Develop and drive improvements to processes and procedures utilizing root cause analysis. • Identify and interview candidate(s) for the NCC team, when needed. • Monitor customer/network work queues to ensure 100% compliance with SLAs and to ensure all cases are being assigned on a daily basis. • Ensure that NCC Technicians are working network and customer outages as efficiently and effectively as possible to meet customer and NCC expectations. • Daily review of the NCC shift hand-off report to ensure that dispatches, tasks, and maintenance projects are consistently completed on time. • Assist with administering performance reviews. • The Manager, NCC is required to be on call and/or work various shifts (such as weekends and/or evenings.) Qualifications • Associate's degree or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. • Experience with accounting software, contact management systems (Salesforce) and Microsoft Office. • Analytical thinking, ability to problem solve. • Ability to manage and coordinate projects. • Ability to review fiber network drawings and determine area of damage based on Optical Time Domain Reflectometer traces. • Understands fiber and cable characteristics. • Familiar with fiber optic and cable installation and maintenance handling. • Must possess the ability to manage customer situations. Ability to respond in a professional manner to customer complaints and issues. • Ability to clearly communicate both verbally and in written communication. • Must have experience as a team leader or supervisor. • Extensive knowledge of the following Transmission and TCP/IP standard telecommunication practices and technologies: o Ethernet and IP Networking o BGP, OSPF, RIP, MPLS, VPLS, ELAN, ELINE Spanning Tree Protocols o Cisco and Juniper Operating Systems
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