Manager - Network Operations Center (NOC)

** This position is eligible to work in a hybrid work model (combination of in-office and remote days). **JOB SCOPE Responsible for the management of Charter Network Operations Center responsible for day to day activities of the Network Operations technical staff and network performance issues as they arise Also responsible for the timely execution of business improvement initiatives to ensure continuous improvement of Network & Services availability (uptime).DUTIES AND RESPONSIBILITIES Responsible for day to day activities of the Network Operations technical staff and network performance issuesProvides leadership in network operations support in a 24/7 operating environment.Leads team of technical (IP/Transport, Voice, Video/Voice) engineers with the goal of restoring service remotely and with urgency.Meets very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.Drives technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.Escalation point of contact for all major issues.Responsible for staying on top of all event, incident, and requests/change management for their discipline.Ensures 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 partners.Ensures that all process and procedures have been implemented, understood and followed for their responsible shift.Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment.Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.Ensure all Root Cause Analysis (RCAs) are completed accurately and timely, with the ability to present to executive leadership.Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system.Resolves any scheduled maintenance or major outage issues escalated from direct reports.BASIC / MINIMUM QUALIFICATIONSBachelor''s degree in Computer Science, Engineering or related field, and / or equivalent work experienceMinimum of eight (8) years of Engineering work experienceMinimum of six (6) years of experience in Network troubleshooting in a 24x7 Operations CenterMinimum of two (2) years of direct management experienceADDITIONAL JOB QUALIFICATIONSAbility to supervise and motivate othersAbility to work with others to resolve problems, handle requests or situationsDemonstrated telephone, communications, interpersonal skills and ability to follow established guidelines, policies, and proceduresUnderstanding of IP networking fundamentalsDemonstrated ability to multi-task and manage multiple initiatives/projects in the execution of daily operationsKnowledge and experience with Network and Element Management toolsExperience with cable, voice and data communications networks, and associated elementsAdvanced ability to isolate and troubleshoot failed equipment, facility issues and other components of network (Cisco Data & Optical Networking)PREFERRED QUALIFICATIONS Highly skilled in analysis of and documentation of root-cause analysisAdvanced knowledge of tools used in monitoring the network including Remedy, HP, OpenView Cisco Works, Micromuse Netcool, and Cacti.Advanced understanding of internet protocols such as layer 4 switching and BGPDaily understanding Fortigate firewallsWORKING CONDITIONSOffice ConditionsWork in a 24x7 Network Operations EnvironmentAfter-hours on call responsibilitiesLI-AK ENO510 320964 320964BR

Created: 2025-09-06