Job Title: Network Operations Manager
Department: Operations
Reports to: Operations Director
Location: On-site Redwood Plaza, Spokane Valley, WA
Career Overview
NoaNet is seeking a well-qualified person to fill the position of Network Operations Manager. The Manager must possess strong customer and leadership skills ensuring network reliability, availability, and compliance with Customer Service Level Agreements (SLA). The Manager is responsible for building, training and managing a team Network Analysts that monitors, troubleshoots, and provisions NoaNet's statewide broadband network and member PUD networks from NoaNet's Network Operations Center (NOC) located in Spokane, WA. In this position, the Manager will work closely with all NoaNet departments, external customers, and last mile circuit providers. Excellent customer service and communication skills are required to ensure the best customer experience.
Responsibilities
- Hire, train and guide staff for technical support department capable of 24x7 operations in a call center environment.
- Highly focused on ensuring that the NOC team adheres to company policies, procedures, and best practices.
- Modifies, updates, and writes new policies and procedures as required.
- Ensures that processes and team members focus on meeting customer SLA's and company key performance indicators (KPI's).
- Provide leadership to staff by providing guidance, mentoring, coaching, feedback, developmental goals, training, performance management, and promoting teamwork.
- Promote a sense of urgency, accuracy, thoroughness, and efficiency in all NOC activities.
- Ensure a high degree of customer satisfaction with extreme responsiveness to customer interactions, events and communications.
- Own the customer relationship for service delivery by providing leadership in resolving customer issues - internal and external.
- Maintain highly organized environment with the best tools for monitoring, ticketing, and tracking incident events.
- Successfully manage incident events 24x7 utilizing NOC, field engineering, and engineering staffs.
- Ensures that NOC staffing levels are maintained at all times.
- Supervise assigned technical and administrative staff while ensuring proper staff development and performance management/evaluation.
- Ensures that change management activities and service order activities are properly performed with minimal customer impact.
- Prepare and provide various reports and technical reviews to senior management as requested.
- Interface regularly with internal staff and customers.
Education, Training, Knowledge, Skills and Qualifications
- Bachelor Degree in a related business or technical field, or the equivalent combination of education, technical training, or work/military experience.
- Five or more years of management/supervisory experience in the telecom field.
- Experience developing, implementing, and improving processes and procedures.
- Knowledge of broadband network infrastructure including equipment and fiber.
- Experience with change management procedures and processes.
- Thorough knowledge of incident management procedures and processes.
- Must possess the leadership skills to take charge of major incidents and drive to resolution, through situational awareness, and effective utilization of staff.
- Strong verbal and written communication skills.
- Ability to work in a dynamic and fast paced technical environment and remain focused on the customer's experience.
- Be available 24x7x365.
- Some travel required.
Physical Requirements:
- Must be able to lift and carry up to 25 pounds.
Working Conditions:
- Work is normally performed in an office environment with long periods of computer work.
Driving Requirements
- Must maintain and possess a valid driver's license, proof of insurance, and a satisfactory driving record.
Location
- On-site office located at 11707 E Sprague, Spokane, Valley, WA
Wage
- Salary range $100k - $145k / year DOE exempt position
Benefits
- Defined Benefit Retirement Plan through the WA State Department of Retirement Systems
- 457b Optional Supplement Plan
- Medical, Dental and Vision insurance
- Accidental Death and Long Term Disability Plan
- Combined Paid Leave
- 11 Paid Holidays
Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, and responsibilities required of employees assigned to this job.
