Manager, NOCC

Job Locations US-MS-Ridgeland
Posted Date 2 months ago(2/19/2024 3:09 PM)
Job ID
2024-10691
# of Openings
1
Category
Technology

Overview

At C Spire, we are customer inspired. Every C Spire team member is charged with delivering a world class experience to every customer. Manager, Network Operations Center is responsible for the management and coordination of the day-to-day operations and network performance issues as they rise. Manages Tier I – III Technicians to proactively identify and respond to incidents according to C Spire’s Incident Response Plan and Playbooks. Develops processes and procedures to implement data driven functional strategies.

Responsibilities

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

  • A relentless obsession to be the best in our industry
  • A winner mentality determined to outsmart and outdo competitors
  • A single-minded commitment to unbeatable customer experiences
  • An unapologetic passion for innovation and technology
  • An uncompromising drive toward continuous improvement
  • A steadfast devotion to doing the right thing the right way
  • A deep-seated dedication to accountability and ownership

Job Specific Responsibilites: 

  • Lead team of Network (IP/Transport, Voice, Video, 4G/5G) technicians with the goal of perfection and restoring service with urgency.
  • Ensure the team can fulfill assigned responsibilities, including but not limited to systems/network monitoring, ticket handling (within the established SLA guidelines) management of the ticket backlog, troubleshooting incidents/outages and RCA management.
  • Manage operational response to Severity 1 and Severity 2 incidents, coordinate Tier 2 and Tier 3 support efforts, identify and initiate staff, vendor, and third-party involvements
  • Act as Bridge Manager during incident management of network outages by assisting with the troubleshooting and team coordination to reduce overall downtime.
  • Responsible for staying on top of all events, incidents, and request/change management for their discipline.
  • Formulate and implement a training agenda for technicians and maintain those records.
  • Meets extremely aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
  • Improve team efficiency by identifying and helping eliminate gaps in current operations and procedures of team.
  • Continual improvement is required, with the goal of automation.
  • Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production systems.
  • Ensure timely and accurate notification of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier.
  • Ensure that all processes and procedures have been implemented, understood, and followed for their responsible shift.
  • Perform additional duties as assigned.

Qualifications

REQUIRED

  • 5+ years’ experience in a technical support environment
  • 2+ years of support management experience preferred
  • Experience managing technically complex support operations
  • Expert level customer service skills, project management experience, and team development
  • Knowledge and experience with Network and Element Management Tools
  • Available on call 24x7 in case of any critical need
  • Demonstrated ability to multi-task and manage. multiple initiatives/projects in execution of daily operations
  • Advanced ability to isolate and troubleshoot failed equipment, facility issues and other components of network
  • Bachelor’s Degree or equivalent experience

PREFERRED 

  • Highly skilled in analysis of and documentation of root-cause analysis
  • Advance knowledge of tools used in monitoring the network including Helix Fault Management
  • Advanced understanding of Fiber Optic Networks, SONET, DWDM, MPLS, IP Domain, GPON and internet protocols such as BGP,
  • Daily understanding of 4G and 5G wireless technologies

 

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

Must be able to work evenings and weekends in an on call/emergency environment. Must be able to sit for extended periods of time and use a computer. Some travel may be required. Must be able to handle and move 50 lbs. or more.

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