Job Title: National Network Operations Manager

Overview/Summary

Scientel Solutions is seeking an experienced Network Operations Manager to join our growing team. Scientel prides itself in handling end to end customer experience for internet delivery to end user. This position will ensure the continuity of the flowing from implementation to support without restriction and assist in restoring service as quickly as possible when an issue does arise. This position is a full time role based out of our corporate office presently located in Lombard, Illinois.

Essential Duties and Key Responsibilities

  • Lead the support team in the 24/7 monitoring efforts for both public safety and enterprise customers.
  • Provides timely responses on all incidents, outages, and performance alerts; categorizes escalated issues for appropriate technical teams, using proper documentation and notification per support contracts.
  • Monitor multiple network infrastructures and resolve/escalate events in real time, escalating when necessary.
  • Create reports on a daily and monthly basis.
  • Drive reductions in incidents and events, striving for preemptive and preventative actions wherever possible.
  • Tracks and provides SLA and other required performance metrics.
  • Identify issues in networks from automated reporting that impact customers, and own the fix end to end.
  • Remotely support teams in the field during bring up and maintenance of equipment.
  • Develop and enforce change control procedures.
  • Create and manage schedule of analysts supporting the network 24/7.
  • Maintain schedule of outstanding, ongoing, and upcoming internal and external maintenance.
  • Ensure network monitoring software is always up to date with recent additions to the network. (configuring, adding new devices, etc)
  • Ensures the NOC staff provides effective support of the operations/engineering/sales teams.
  • Leads, manages, develops NOC analysts and other direct reports.
  • Build out training procedures and operation workflows for NOC employees.
  • Provides excellent customer support.

Minimum Experience and Educational Requirements

  • 5+ years of NOC or troubleshooting customer service experience working with telco/ISP/cable networks, complex technical services.
  • Excellent network 1-3 experience.
  • Proven IT experience in managing professional networks, related devices, tools, and processes.
  • Exceptional people and project management skills.
  • Configuration and troubleshooting of wireless and switching infrastructure
  • Experience with Solarwinds and/or similar network monitoring software
  • Ability to troubleshoot and resolves issues on multiple hardware and software platforms.
  • Ability to develop and implement new processes and procedures as technology develops and solutions are found.

Organizational Structure

Reports to:  Matrix reporting to Senior Director of Operations and VP of Engineering