JOB SUMMARY

As the Manager of Network Operations at White River Connect, you will play a critical role in managing both internal and outsourced Network Operations Center (NOC) functions, optimizing network management processes, and leading strategic initiatives to enhance the efficiency and reliability of our FTTx network.

SUPERVISORY RESPONSIBILITIES

Directs Network Engineers, Network Technicians, NOC Analyst

ESSENTIAL DUTIES/ RESPONSIBILITIES:

• NOC Management: Overseeing both the internal Network Operations Center (NOC) and managing any outsourced NOC functions. For the internal NOC, your responsibilities will include setting up and maintaining the infrastructure, deploying monitoring tools, and ensuring round-the-clock monitoring of our FTTx network to uphold performance standards and minimize disruptions. Moreover, you will be tasked with coordinating internal teams to address network issues promptly and effectively.

In managing outsourced NOC services, you will be responsible for establishing service level agreements (SLAs), monitoring vendor performance, and ensuring seamless coordination between the outsourced team and internal operations. Your role will involve effectively managing relationships with external vendors, ensuring compliance with contractual agreements, and maintaining a high level of service quality to align with our company’s network operations objectives.

Through your oversight of both internal and outsourced NOC functions, you will contribute to the overall efficiency, reliability, and performance of our FTTx network, ensuring that our customers receive a superior internet experience and uninterrupted connectivity.

• Team Leadership and Development: Leading the network operations team, you will provide guidance, mentorship, and coaching to foster skill development and enhance productivity among team members. In addition, you will be responsible for identifying the training needs of the team members and creating a professional development plan that includes pursuing certifications like JNCIA, JNCIS, and JNCIP. Creating a collaborative and supportive team culture will be key, encouraging continuous learning and professional growth opportunities to empower your team to deliver exceptional performance and achieve organizational goals. ·
• Customer Experience Enhancement: Collaborating closely with customer support teams, you will work to address network-related customer inquiries and issues swiftly and effectively, ensuring a seamless and positive experience for our residential and business customers. By implementing customer-centric initiatives and solutions, you will enhance service delivery, resolve customer complaints promptly, and maintain high levels of customer satisfaction. ·
• Strategic Leadership: In your role as Manager of Network Operations, you will develop and execute strategic plans for the expansion, upgrades, and optimization of our network operations to support our business growth objectives. Engaging with key stakeholders and aligning network operations with overall company goals, you will drive innovation in network technology, positioning our company as a leader in the FTTx industry.
• Optimizing Network Management: Monitoring network performance metrics and analyzing data trends, you will implement measures to optimize network capacity, efficiency, and reliability. Leveraging automation tools and technologies, you will streamline network management processes to enhance operational effectiveness, ensuring that our network operates at peak performance levels to meet customer demands. ·
• Cybersecurity: Implementing robust cybersecurity measures will be essential to protect our FTTx network from cyber threats, vulnerabilities, and attacks. Collaborating with cybersecurity experts, you will conduct regular security audits, risk assessments, and incident response planning to safeguard our network assets and customer data, maintaining the integrity and security of our network infrastructure.
• Improving Processes and Procedures: Reviewing and refining network operations processes and procedures will be a key aspect of your role to enhance efficiency, reliability, and scalability within the organization. Identifying areas for process improvement, implementing best practices, and conducting training sessions to ensure adherence to standardized protocols will contribute to operational excellence and the seamless functioning of our network operations.

REQUIRED SKILLS/ABILITIES: 

• Demonstrated experience in managing a Network Operations Center (NOC) and leading a team of network engineers and technicians effectively.
• Strong leadership skills with the ability to provide strategic direction, motivate teams, and foster a collaborative work environment.
• Proven track record of developing and implementing best practices to enhance network operations efficiency and streamline processes.
• Ability to identify areas for improvement, implement process enhancements, and drive continuous improvement initiatives.
• Strategic mindset with the ability to develop and execute plans for network infrastructure optimization, and innovation.
• Experience in aligning network operations with organizational goals and driving strategic initiatives to achieve business objectives.
• Proficiency in monitoring network performance metrics, analyzing data trends, and implementing solutions to optimize network capacity and reliability.
• Knowledge of network management tools and technologies to streamline operations and ensure optimal network performance.
• Strong understanding of network protocols, technologies, and architectures in the FTTx industry, specifically related to XGS-PON.
• Deep knowledge and demonstrated expertise in many of the following protocols and technologies: Ethernet, TCP/IP, OSPF/IS-IS, BGP, MPLS-TP, High Availability (VRRP/HSRP/GLBP), Segment Routing, Multicast (PIM/IGMP), QoS, HTTP, SSL, VOIP.
• Familiarity with Python, or other such scripting languages.
• Familiarity with cybersecurity best practices and measures to protect network assets and customer data.
• Excellent communication skills to effectively interact with cross-functional teams, external vendors, and key stakeholders.
• Ability to collaborate with internal departments, external partners, and customers to enhance network services and drive customer satisfaction.
• Exceptional problem-solving skills to identify and address network issues promptly and effectively.
• Capacity to make data-driven decisions, troubleshoot network problems, and implement solutions to optimize network performance.
• Flexibility to adapt to evolving network technologies, industry trends, and operational challenges.
• Resilience to manage complex network operations, handle pressure situations, and maintain high performance standards

EXTERNAL RELATIONSHIPS

• Vendor Management: Collaborate with external vendors, service providers, and equipment suppliers to ensure the timely delivery of network operations hardware, software, and services. Establish and maintain productive relationships with vendors, negotiate contracts, and monitor vendor performance to meet network operations requirements.
• Regulatory Compliance: Engage with regulatory authorities, industry organizations, and governing bodies to stay current on industry standards, regulations, and compliance requirements. Ensure that network operations adhere to legal and regulatory guidelines, obtaining necessary certifications and approvals as needed.
• Community Engagement: Represent the company in community outreach initiatives, industry events, and networking forums to promote the company’s network services and foster positive relationships with stakeholders. Participate in local community activities, partnerships, and collaborations to enhance the company’s presence and reputation in the FTTx industry.
• Industry Partnerships: Cultivate strategic partnerships and alliances with industry stakeholders, technology providers, and industry associations to stay abreast of emerging technologies, trends, and best practices. Collaborate with industry peers to share knowledge, expertise, and resources for mutual benefit and advancement of network operations in the FTTx sector.
• Customer Relations: Serve as a liaison between the company and its customers, addressing customer inquiries, feedback, and concerns related to network operations and services. Prioritize customer satisfaction, communicate effectively with customers, and ensure a positive customer experience through proactive engagement and service delivery excellence.

REQUIRED EDUCATION AND EXPERIENCE: 

• Education: Bachelor’s degree in Computer Science, Engineering, or a related field. Relevant certifications, such as CCNP, JNCIP, or equivalent, are highly desirable.
• Experience: Five or more years with a four-year bachelor’s degree or ten or more years in similar role without a bachelor’s degree.

WORKING CONDITIONS

• Working inside and outside during regular hours and occasional overtime, including weekends and holidays if necessary. Normal safety precautions and practices are required. Position may require travel outside the service area from time to time. Regular work schedule is Monday through Friday

PHYSICAL EFFORT AND DEXTERITY

• Frequent physical activity that includes sitting at a desk for prolonged periods of time, standing, walking, stooping, bending, lifting, and carrying materials under 25 pounds.

MACHINES, TOOLS, AND EQUIPMENT

• Capable of operating a personal computer and related software. Must be able to operate office equipment and telecommunications equipment.

VISUAL ACUITY, HEARING, AND SPEAKING

• Comfortable speaking on the telephone and via online conference tools. Must be able to communicate clearly and accurately for work and safety compliance

Note: This job description is not to be construed as an exhaustive statement of duties, responsibilities, and requirements. Management retains the right to assign or reassign duties and/or responsibilities at any time.