Position: Network Operations Center (NOC) Manager

Company: Beacon Broadband, Inc.

Salary: $86,627 - $107,292 DOE

Primary Purpose

The Network Operations Center (NOC) Manager is responsible for the day-to-day management and operation of the Beacon Broadband fiber to the premises Network to include providing technical support to Customer Service Representatives and Technical Service Representatives. The NOC Manager will analyze problems, perform troubleshooting, incident response, communication with clients, and drive all problems to a successful resolution. This role is a critical leader within the Engineering team and works in close partnership with the Beacon Broadband Customer Service team to bring the high-speed fiber experience where no one else will go. This is a salary exempt position and reports to the Network Engineering Director Monday through Friday 9am-6pm with mandatory on call rotations.  

Essential Job Functions (Reason position exists is to perform these functions)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.      Oversee the operations of the NOC team, including the management of an organizational structure adequate for achieving the department’s objectives, and leading the selection, hiring, and development of NOC personnel.

2.      Manage daily NOC work assignments and workflows to meet company KPI and performance goals.

3.      Provide tier 2 and tier 3 escalation support for triple play (Data, Voice, TV) to home and enterprise customers.

4.      Produce accurate troubleshooting guides, after action reports, and root cause analysis in accordance with ITIL standards to support Beacon Broadband’s mission and knowledge management program.

5.      Provide recommendations to customers and the Beacon Broadband leadership team to improve the stability of any infrastructure components within the organization.

6.      Create and provide appropriate technical training for staff and subscribers.

7.      Function as a sales engineer to support the sales efforts.

8.      Design and execute inside plant network expansions and upgrades.

9.      Perform standard moves, adds, and changes (MACD’s) within a Cisco/Calix environment.

10.   Responsible for driving / advocating continual improvement in customer experience to increase brand loyalty through the NOC team.

11.   Must meet or exceed department performance goals as developed and reviewed.

12.   Develop NOC procedures to ensure business opportunities adhere to established processes.

13.   Solve business challenges and network problems through effective staff and platform development.

14.   Complete required training and development objectives within the assigned period; maintain relevant certifications.

15.   Understand overall company vision, align department priorities and activities to reflect and support those goals.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Competencies

·        Possess superior customer-focused skills which will produce success supporting customers of varying degrees of sophistication and computer literacy.

·        Work well in a busy team environment, being quick to learn and able to deal with a wide range of issues.

·        Must have exceptional interpersonal skills with the ability to negotiate positive outcomes for customers and Beacon Broadband in conflict situations.

·        Excellent verbal and written communication skills are essential for case management and development of knowledge base articles.

·        Strong analytical skills with the ability to collate and interpret data from various sources.

·        Capable of multi-tasking, with exceptional time management and prioritization of workload.

·        Willing to learn and develop new skills.

·        Must be self-confident, possesses a strong work ethic, and be continually focused on improvement, innovation, and bottom-line results.

·        Ability to excel under pressure while managing customer expectations.

·        Ability to recognize own capabilities and take initiative to continually improve; ability to seek out feedback on self.

·        Ability to get things done; able to exercise personal influence, resolve conflict, and bring about desired behaviors.

·        Must be organized and analytical with attention to detail and accuracy of work product; able to eliminate obstacles through creative and adaptive approaches.             

·        Must maintain professional demeanor in any given situation.

Supervisory Responsibility

This position is responsible for the hiring and performance management of NOC Technicians.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This job will occasionally work in remote hub site locations.

Physical Demands

This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand on a stool, as necessary. 

Position Type and Expected Hours of Work

This is a full-time position, and typical work hours are 9:00am to 6:00pm, Monday through Friday. On call and emergency response time will also be required.  

Travel

Some travel throughout the Beacon Broadband service territory to network locations and occasionally to customer homes and businesses. Occasional travel to community events, training seminars and/or conferences.

Qualifications

·        Cisco CCNP Enterprise or CCNP Service Provider certifications.

·        5 years as a Network Engineer with a minimum of 2 years of demonstratable supervisory and leadership experience.

·        Strong understanding of routing and switching utilizing Cisco IOS-XR, Calix AXOS/SMx, and Ubiquiti.

·        Strong understanding of network security principles and best practices.

·        Experience with Fiber to the Home (FTTH/FTTx) infrastructure preferred.

·        Experience with Cisco UCS Servers and VMWare environments.

·        Extensive knowledge of the BGP, OSPF, and MPLS implementations.

·        Fundamental understanding of ITIL.

Additional Eligibility Qualifications

·        Strong MS Office Suite skills.

·        Strong skills in GLDS customer information system, Mapcom M4, Alianza, TV Service and Calix.

·        Reliable transportation for getting to work.

·        Must meet the requirements of pre-employment drug screening and comply with company drug and alcohol policy while employed.

The specific statements reflected in each section of this position description are not intended to be all-inclusive, but rather the basic elements and criteria considered being necessary to satisfactorily perform the duties associated with the position.

Beacon Broadband, Inc. is an Equal Opportunity Employer.

Please inform Human Resources at 541-332-8835 or hr@cooscurryelectric.com if you require an accommodation to participate in the application process.