Network Operations Center (NOC) Manager

The NOC Manager will be responsible for managing the operation of the NOC, including scheduling to meet staffing requirements upon ticket and call volume history, hiring, managing, coaching and evaluating personnel, partnering with peer management to ensure resolution of service issues, and direct the evolution of processes and procedures related to the day to day NOC operations.

Essential Duties and Responsibilities include the following: (Other duties may be assigned)

Ensure adequate coverage for the 24/7/365 environment so that the network infrastructure is running effectively at all times which includes continuous monitoring of all services, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
Coach and mentor senior and junior technicians to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
Coordinate the rollout of software updates, network rearrangements, and the installation of new equipment and facilities with Repair, Engineering, and Field Operations, minimizing Customer impact and maximizing the productivity of Birch resources.
Develop, refine, and document NOC policies, processes, procedures, and associated systems requirements and drive their implementation and use.
Work with Engineering to provide operational perspective to network upgrade and augment projects.
Develop and report on metrics for the performance of the NOC and individual NOC employees, including but not limited to MTTR, # of escalations, and tickets.
Drive technical staff to monitor and resolve customer issues and ac¬complish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
Plan projects, training, objectives, timelines, deliverables and mile¬stones for the NOC
To meet/exceed and maintain service levels as assigned by management.
To meet/exceed expected reliability standards.
Willing to take ownership and take on other duties as assigned.
Supervisory Responsibilities
8 - 12 NOC Technicians

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience Requirements:

Strong problem solving and troubleshooting skills required: Ability to identify and analyze network quality and operational processes and then drive corrective / preventative action plans.
Strong working knowledge of IP, including IP network architecture, routing protocols, peering, BGP and DNS is required. Working knowledge of Layer 1 optical transport networks and equipment and expertise is a plus.
8 plus years professional experience in a NOC or Enterprise environment involving a geographically distributed network including 3+ years experience at the manager level or higher.
Bachelor’s degree in a technical field preferred, or equivalent experience, certifications, and training.
Experience in implementing hardware and operational growth plans including rapidly scaling computational and network bandwidth to handle client growth, continuous process improvements.
Bachelor's Degree in Computer Science, Business or related area is preferred
Knowledge and Skill Requirements:

Player / Coach style required: High energy, hands-on management and coaching abilities. Excellent leadership and interpersonal skills
Must be comfortable working in a high stress, fast paced environment shifting priorities.
Excellent communications skills (verbal and written)
Self-starter who can find and resolve issues pertaining to all of Birch’s offerings
Knowledge of networking concepts and protocols to perform network status checks as part of normal surveillance activities.
Ability to write technical documentation and create management reports and metrics
Ability to provide both hands on solutions and supervision of projects
Ability to successfully interface with a wide range of personnel within the organization
Excellent written and verbal communication skills.
Administer performance reviews and mentor staff
Certificates, Licenses, Registrations
CCNA, CCNP. CCIE a plus

Excellent Benefits

Medical, dental, vision, short and long term disability and life insurance
401K
Tuition reimbursement
Competitive base salary plus quarterly bonus
Paid vacation and holidays
Relocation assistance
Equal Opportunity Employer