Sr. Manager/Director, NOC

Herndon, VA
Mar 20, 2017
Mar 21, 2017
Executive, Director
Full Time
MegaPath is a leading cloud communications company that empowers businesses to easily and securely communicate between their headquarters, employees, and business partners. The company offers a comprehensive portfolio of voice, unified communications, hosted IT, and secure data networking services that increase productivity and customer satisfaction, while lowering costs.This role will either be at the Sr. Manager or Director level, DOE. The Sr. Manager/Director, NOC will manage the day-to-day operations of a 24/7 call center while providing leadership and technical guidance to a team of NOC Technicians. NOC Technicians perform support duties that encompass single end users, infrastructure, fault management monitoring, and problem resolution. Specific responsibilities include the following: Manage daily workflows, ensure your team manages tickets in accordance with policies and procedures, and certifying that Technicians are adhering to productivity standards and meeting service-level objectives on key metrics.Resolve escalations by customers and work closely with them to assure continued quality of service. Monitor, troubleshoot, and resolve network and vendor-related problems.Maintain the highest level of service for all customers, both internal and external. Document and develop processes and procedures to streamline work activity within the NOC, continuously striving for process improvement. Define goals for staff and provide regular coaching, feedback, and training. Partner with other departments to ensure staff has the adequate tools and training to do their jobs. Audit tickets, validating problems are handled correctly and in a timely manner. Facilitate special projects in areas involving training; new tools, workflows, and processes; and MegaPath's internal knowledge base. Communicate group requirements through written documents, visual and oral presentations.Minimum seven years' experience managing a 24/7 team. Ability to build, lead, manage, and motivate teams and projects in a dynamic environment. Flexibility to work across day, swing, and graveyard shifts and weekends. Familiarity with data networking and carrier telephony experience with basic internet routing concepts and practicesDepth of understanding of common troubleshooting procedures Experience in wide area network operations or other internet environment.Experience in call center environment-NOC environment a plus.BS/BA in a technical field preferred.