Job Summary

Essential Functions

• Manage and mentor a 24x7x365 NOC Team, including hiring, shift scheduling, coaching, training, performance reviews, and career development in order to produce a high-performance team with a strong sense of teamwork.
• Manage daily NOC work assignments and workflows to meet company KPI’s and monthly analysis of these KPI’s.
• Develop processes and procedures to enhance workflow efficiencies and ensure SLA compliance.
• Restoration of service (incident management) shall be carried out within a timely and efficient manner while ensuring consistent communication to executive, internal teams, and external clients.
• Ensure client’s having a White Glove experience is at the forefront of all decisions and recognize ways to improve that experience.
• Manage ticket escalations and collaborate with other teams
• Demonstrate a continual progression of increasing NOC team member technical skills
• Perform duties in a high pressure, face-paced environment.
• Host / attend internal and external performance review calls as requested.

Qualifications

• Five years of work experience with communications networks or the equivalent in training and experience. (Preferred)
• Three years management experience with proven leadership abilities. (Preferred)
• Customer solutions oriented, with exceptional verbal and written skills.
• Operations focused with customer support background.
• Flexibility in work schedule as this position will require occasional escalation to the management team during afterhours network events.
• Must have reliable transportation to travel to and from Atomic Data’s facilities.