Network Operations Manager manages the daily operations of the organization's network infrastructure, including hardware, software, security, and services, to ensure it meets the organization's performance objectives. Implements policies and procedures that ensure compliance with industry standards and regulations, minimize downtime, and support efficient operations. Being a Network Operations Manager provides network administrators and technicians with training in the best practices and technologies. Ensures logging and documentation of daily network operations incidents and changes. Additionally, Network Operations Manager leads troubleshooting and resolution of routine network issues and conducts root cause analysis (RCA) to prevent recurrences and identify potential technological, training, or process improvements. Automates routine tasks using scripting or basic programs. Advises on budget expenditures to ensure required tools and equipment are procured and maintained. Typically requires a bachelor's degree. Typically reports to a director. The Network Operations Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Network Operations Manager typically requires 5 years experience in the related area as an individual contributor. 1-3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Who We Are
EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world’s first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.
We are seeking a dedicated and results driven Network Operations Center Director join our growing organization.
Responsibilities
· Manage daily operations of an evolving support team for specialized equipment
· Lead a team to triage and diagnose issues with precision and speed
· Strive for 100% success at resolving downtime issues with extremely short cycles
· Create and implement escalation policies
· Prioritize resources effectively in a fast-paced environment
· Collaborate with Engineering & Client Services teams for continual troubleshooting and procedure improvement
· Train and mentor junior staff and technicians to provide industry-leading service
· Develop and manage knowledge database and skills matrix to reduce time to resolution
· Develop metrics to track trends in technical issues to catalog them for recognition
· Optimize current processes, remove obsolete ones, and create new SOPs to ensure customers success
· Provide feedback on technical support and proactively address emerging issues
· Lead a team to set customer and internal stakeholders’ expectations around resolutions and timelines
Who YOU Are
· Experienced manager with a strong understanding of networking
· Strong customer service skills
· A proven mentor who can develop a team
· A communicator- able to interact with your teams, customers, and senior leadership
· Confidence presenter, to both technical audiences as well as the executive team
· Goal-oriented and driven by success
· Desire to be a part of a fast-paced team developing cutting edge technology
· Comfortable working in a very fast-paced, constantly evolving team environment
· Excellent communication skills, both verbal and written
· Detail-oriented with solid project management follow-through
Qualifications
· Bachelor's degree in computer science, information science, or specialization in network or embedded systems engineering
· Advanced knowledge of networking technologies, cellular and wireless connectivity, protocols, and security
· 10 years’ supervisory experience
· 15 years’ experience in technical support
· Minimum 10 years in Enterprise Business-to-Business Support and/or Service Delivery.
· Strong Knowledge of IT/Networking
· Experience in B2B, SaaS
· Availability to be called upon outside of business hours to resolve urgent issues
· Knowledge of Linux is a plus
What We Offer
The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:
· Health insurance (Single coverage 100% paid for by company)
· Dental and vision insurance
· 401K Plan (with aggressive company matching)
· Paid time off, plus paid holidays
· Regular free breakfasts, lunches and snacks
· Bicycles to ride around campus
· Team BBQs and annual company Olympics
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