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Overland Park

    Contact Center Manager - Overland, MO, United States - Fastwyre

    Fastwyre
    Fastwyre Overland, MO, United States

    2 weeks ago

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    Full time
    Description
    The NOC will provide 24x7x365 support for all services across our serving markets. It requires flexibility to work outside of normal business hours, weekends, and holidays.

    Fastwyre Broadband is committed to providing the highest quality of service to the communities, customers, and employees we serve.

    We are looking for an experienced Network Operation Center Manager to lead Network Operations teams responsible for providing technical support, monitor alarms and performance of multiple regions, document and troubleshoot network incidents, and assist on network integrations activities.

    As a Network Operation Center Manager, you will hire, grow, manage, and mentor a Network Operations Center (NOC) team and a national Customer Service Technical Support team.

    You will partner with leaders from Central Office, Field Operations, Outside Plant, Network Engineering, Customer Care, Provisioning, and others to help grow our network's infrastructure, develop national standard operating procedures, detect and correct network anomalies, and improve customer satisfaction.

    This position is in a fast-growing operations department where you will have the opportunity to showcase your talent, develop your skills, and bring high tech products and services to our customers while working in a positive, fast paced, energetic, office environment.

    Hire, coach, and develop NOC engineers, Support Specialists, and Customer Service Technicians to ensure prompt response and remediation of customer cases and network incidents.

    Drive the implementation new processes and tools used to monitor network alarms, network performance and capacity to ensure optimal availability and utilization levels are maintained.

    # Lead network operations Change Management process to ensure policies are being followed to minimize risks on all network change activities.
    # Lead root cause analysis process on major incidents and develop actionable plans to prevent future occurrences.
    # Lead our knowledge management program to include maintaining a library of all network operations documentation. These include but not limited to, Methods of Procedures (MOPs), technical job aids, network diagrams, common configuration files, and process flows.
    # Lead software compliance efforts and programs related to our customer traffic infrastructure.
    # Develop, communicate, and enforce best practices applicable to Network Operations teams.

    Knowledge of computer networking concepts and protocols, and network security methodologies.
    # Experienced with the administration and maintenance of telecommunications equipment (e.g., servers, voice switches, transport equipment, routers)
    # Well versed in concepts, terminology, and operations of the different telecom transmission media (e.g., coper, coax, fiber, microwave, satellite).
    # Experienced in Ansible or other tools used for deployment automation and self-healing.
    # Experience authoring technical documents (MOPs, detailed design documents, knowledge base documentation).
    # Knowledge of network management systems and performance monitoring tools.
    # Skilled in analyzing network traffic capacity and performance characteristics.
    # Prior experience in installing, configuring, and troubleshooting LAN and WAN components such as routers, hubs, and switches a plus.
    # Experience in data analysis and reporting.
    # Ability to work a flexible work schedule when needed to best serve our customers.

    At a minimum, the Network Operation Center Manager should have:
    # Degree in business management, computer science, information technology, or equivalent applicable certifications. 8+ years of related work experience may be considered in lieu of degree(s) or certifications.
    #NOC experience a plus.
    # Expert in incident management, change management standards, problem management, root cause analysis, and data management strategies.
    # CCNA, CompTIA Network +, or equivalent networking certifications a plus.
    # Experience with Service Now, SolarWinds, Nagios a plus.

    Outdoor Climate N? This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

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