Senior Manager - OCC

Roles and Responsibilities

• The Network Operations Center (NOC) Manager is a vital position responsible for planning, organizing, and managing the staff and infrastructure that runs a critical 24 x 7 environment. This individual will manage a large team of NOC resources to ensure consistent, reliable, high-performing and available systems to our enterprise. Strong management, communication, and operational excellence are required to ensure continuous improvement of Network availability across the enterprise.
• Developing, maintaining, supporting, and optimizing key functional areas, particularly in the support of network infrastructure and contract center operability.
• Schedule and direct activities to resolve hardware, routing and software problems in a timely and accurate fashion.
• Responsibility for Incident Management, Problem Management, Monitoring Response, and Reporting/Metrics.
• Ensure the oversight, organization, and motivation of all the team members of the NOC.
• 24/7 responsibility for network (voice and data) availability.
• Build, develop, and lead a remote team of technical NOC resources.
• Ensure processes and resources are aligned towards achieving committed SLAs and KPIs.
• Proactive communication on network health, impacts, executive escalations, and other critical analysis to Management and key stakeholders.
• Build, develop, and lead problem management processes to ensure long-term network performance and stability.
• Define processes and controls providing on-call support.
• Provide guidance and assistance to network operations to maintain the availability and performance of network services at the highest possible levels.
• Establish and Maintain key relationships with strategic suppliers 
• Lead recovery team for Network Outages and prepare post-mortem root-cause-analysis. 

Critical Functional Skills

• Knowledge of network management platforms
• Broad and in-depth knowledge of internet infrastructure technologies
• Experience ITIL Management Suites such as Service-Now or Remedy.
• Strong follow-through and initiative to stay with issues until they are resolved, along with discipline and tenacity to meet deadlines.
• Must be comfortable working in a fast-paced with aggressive deadlines.
• Flexibility and ability to handle multiple tasks and priorities

Experience Required

• Excellent written and oral communication skills.
• Strong interpersonal skills and proven leadership skills including the ability to communicate appropriate detail to all levels of management.
• Demonstrated ability to manage remote teams in multiple time-zones.
• Strong analytical skills, proven functional and technical analysis skills, professional client interaction.