Noc Manager Jobs

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

Position Summary:

This is a remote position.

Our NOC Manager holds a vital role in leading a team of Network Operations Center (NOC) professionals in managing IQ Fiber’s access network. The NOC Manager is responsible for managing the day-to-day operations and ensuring that the network operations center runs smoothly and efficiently, providing timely and effective support to internal and external customers.

Success in this role is highly reliant on the ability to effectively prioritize and manage multiple tasks, lead and develop the NOC team, collaborate with internal partners, and effectively communicate NOC activities to stakeholders. It is also imperative that the individual in this role have the ability to adapt to rapidly changing environments and networks, learn new technologies, process information quickly, and have the ability to work both independently and in a team environment.

Essential Duties and Responsibilities:

• Enforce adherence to various NOC policies and procedures including:
  • Network maintenance planning process
  • Maintenance notification processes
  • Incident management protocol
• Detect, respond to, and manage all network issues proactively and responsively according to internal SLA targets. Leverage cross-team resources and 3rd party escalation resources.
• Track and report NOC activity metrics to IQ Fiber internal teams.
• Assist in implementation, enforcement, and optimization of NOC policies and procedures within the IQ Fiber OSS/BSS platforms.
• Provide 24x7 on-duty and on-call Tier 2 and Tier 3 coverage utilizing a team of NOC technicians and network engineers.
• Responsible for creation, optimization, and implementation of NOC policies and procedures.
• Facilitate project management touch points for NOC & Engineering ongoing project work.
• Maintenance notification processes
• Manage intern program in collaboration with Human Resources.
• Assist in implementation & optimization of OSS/BSS system.
• Assist network engineers in implementation of network monitoring & notification systems.
• Incident management protocol
• Manage team of NOC technicians, including hiring, onboarding, training, guiding, and motivating.
• Network maintenance planning process
• NOC Team Objectives:
  • Provide 24x7 on-duty and on-call Tier 2 and Tier 3 coverage utilizing a team of NOC technicians and network engineers.
  • Ensure successful handling of issue escalations for customer issues and internal network issues according to internal SLA targets.
  • Detect, respond to, and manage all network issues proactively and responsively according to internal SLA targets. Leverage cross-team resources and 3rd party escalation resources.
  • Track and report NOC activity metrics to IQ Fiber internal teams.
  • Facilitate project management touch points for NOC & Engineering ongoing project work.
• Coordinate on-call NOC rotation.
• Oversee and manage other NOC programs as needed (including new equipment testing & validation, public wi-fi deployment and management, etc.).
• Ensure successful handling of issue escalations for customer issues and internal network issues according to internal SLA targets.

Qualifications:

• Bachelor’s degree in computer science, information technology, or a related field is preferred.
• Strong understanding of network infrastructure and protocols, including TCP/IP, DNS, DHCP, and VLANs.
• Experience with network monitoring and management tools, such as CheckMK, SolarWinds, Nagios, or PRTG.
• Ability to work flexible hours, including nights and weekends, as needed.
• Experience managing and leading technical teams in a fast-paced environment preferred.
• Strong problem-solving and decision-making skills.
• Experience with ITIL and/or other IT service management frameworks.
• Excellent communication skills, with the ability to interact effectively with technical and non-technical stakeholders.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

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