Key Responsibilities:

• Works with relevant NOC managers to manage the Global IP Network Operations Center.
• Manages NOC technicians’ Realtime and non-Realtime responsibilities.
• Ensures training and growth of NOC technicians.
• Ensures maintenance and upkeep of the NOC work environment.
• Works with relevant NOC managers on assigned projects to ensure and enhance the NOC's capabilities.
• Ensures customer service quality and experience are maintained to the highest standard.
• Ensures operational excellence, both of individual technicians and the NOC as a whole.
• Takes escalations and works with related internal groups or external parties as needed to achieve resolution.
• Develops improvements of process, procedure, practice, and the documentation and implementation of such.
• Facilitates communication and cooperation within the NOC, and between the NOC and other groups.
• Interfaces with groups outside of the NOC, which includes teleconferences, travel for face-to-face meetings, etc.
• Manages NOC scheduling, payroll, and other HR related items.
• Works with the business area head to determine hardware, software, and budgetary requirements for the NOC.
• Sets goals for employees and help employees to achieve them.
• Responsible for ensuring that immediate teams participate and successfully completes all companywide mandates/training in a timely manner.

Qualifications (Knowledge/Skills/Abilities) Core Competencies     

• Excellent written and verbal communication skills, including the ability to communicate with both internal and external parties
• Excellent planning, analytical, and troubleshooting skills
• Ability to make critical decisions in a fast-paced environment
• Ability to work and lead effectively during high pressure situations
• Ability to assess a situation and develop solutions to problems at hand and drive the implementation of those solutions
• Possesses a strong sense of self-direction
• Demonstrates a mutual acceptance and respect of all co-workers
• Familiarity with Service Provider networks and large scale IP networking
• Awareness of the technical, service, and business aspects of the Service Provider space
• Ability to travel as needed.

Education and Experience:

• 10 years of experience and excellence in network operations
• 5 years of experience in large scale IP
• 5 years of experience configuring and troubleshooting Cisco and Juniper routers
• 5 years of project management experience
• Bachelor’s degree in computer science or equivalent experience preferred