Director of Service Provider NOC

The Director of Service Provider NOC leads the team responsible for keeping Metronet's service provider network running reliably 24x7x365. This includes oversight of the access and core network, monitoring network performance, responding to service-impacting issues, leading major incidents and escalations, and coordinating with Engineering, Field Operations, Implementation and third-party providers to get issues resolved.

This role is both operational and strategic. The Director will lead and develop NOC managers and technical teams, use network performance data to identify opportunities for improvement, and help determine where changes to people, processes, systems or technology can make the operation more efficient and scalable. The role also serves as a key escalation point for the organization and partners closely with senior leaders and other technical teams to improve network reliability and service performance.

We're looking for a leader who understands service-provider networks and knows what it takes to run a 24x7 NOC. The right person will bring strong technical judgment, a sense of ownership, and the ability to build partnerships and get things done without relying on a "command and control" approach.

ESSENTIAL JOB FUNCTIONS:

• Lead the day-to-day operation of the Service Provider NOC, ensuring reliable network performance and 24x7x365 operational coverage.
• Oversee monitoring, event management, troubleshooting and resolution of issues across Metronet's service provider network.
• Own major incidents and internal/external escalations, ensuring the right teams and vendors are engaged and issues are driven through resolution.
• Lead, coach and develop NOC managers, engineers and technicians while building a strong culture of accountability, collaboration and continuous learning.
• Partner closely with Engineering, Field Operations, Implementation, Technical Support and third-party providers to resolve network issues and improve service reliability.
• Establish and monitor operational KPIs, SLAs and performance trends; use data to identify opportunities to improve network reliability, responsiveness and efficiency.
• Identify opportunities to improve NOC processes, systems, automation and technology to make the operation more scalable.
• Develop business cases and recommendations related to staffing, systems, tools and other investments needed to improve NOC performance.
• Provide operational updates, performance reporting and NOC development plans to senior leadership.
• Partner with senior leaders and cross-functional teams on network improvements, service delivery, innovation and growth.
• All other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

• Bachelors degree in related field or relevant equivalent work experience
• Progressive leadership experience in a service-provider, ISP, telecommunications or network operations environment, including responsibility for a 24x7 NOC or network operations function.
• Experience leading and developing NOC managers, engineers and technical teams, including coaching, mentoring, performance management and succession development.
• Strong experience with event and incident management, including leading complex network incidents, determining appropriate escalation, coordinating internal teams and external vendors, and driving issues through resolution.
• Strong understanding of service-provider network operations, including fiber/PON, transport, Ethernet and IP networking, and how these technologies work together to deliver reliable services.
• Experience troubleshooting and resolving complex issues within a carrier or service-provider network, with the ability to understand root causes related to performance measures such as latency, packet loss and jitter.
• Experience serving as a technical escalation point and providing operational leadership during significant network outages or service-impacting events.
• Experience using network monitoring, management and reporting systems to monitor network performance, identify trends and improve operational response. Experience with platforms such as Grafana, SolarWinds, Nagios, Netcool, Altiplano, NSP, Mosaic, Metasolv, Itential or Unified Assurance is a plus.
• Experience using KPIs, SLAs, dashboards, reporting and performance trends to evaluate network and NOC performance and identify opportunities for improvement.
• Experience developing and implementing process, system and technology improvements that increase NOC efficiency, reliability and scalability.
• Ability to evaluate operational needs and develop data-driven business cases related to staffing, systems, tools, automation or other investments.
• Strong ability to build relationships and influence across technical teams, senior leadership, internal stakeholders and external vendors.
• Effective verbal and written communication skills, with the ability to communicate technical issues, operational performance and recommendations to both technical and executive audiences.
• Experience managing network operations across multiple technologies and vendors; familiarity with platforms such as Nokia, Juniper, Adtran, Calix or Ekinops is a plus.
• Working knowledge of DWDM, MPLS, dynamic routing protocols such as BGP, OSPF or IS-IS, IPv4/IPv6 and other service-provider networking technologies.
• Experience working with network documentation, ticketing systems and operational processes within a NOC environment.
• Ability to lead effectively in a 24x7x365 operational environment, including participation in escalations and supporting NOC leadership during significant events outside of normal business hours.
• Must be legally authorized to work in the U.S.

Join us and find out what it means to love your career!

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks-we're focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.

Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet - a company where your success builds stronger communities, and your future is limitless.

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