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Manager of Network Operations

Job Data:
Job Title: Manager of Network Operations
Department: Operations
Location: Chicago
Essential Functions:
Lead and direct all aspects of the Peerless Network Operations Center. The Manager shall oversee the following groups: Tier 1, Tier 2, and Test and Turn Up.

Core Responsibilities:
  • Direct and lead the 24/7 Network Operation Center’s (NOC) shift operations and personnel

  • Assign and manage the work load of shift personnel, as well as escalate resource constraints

  • Oversee day to day NOC operations, escalations, ticketing and communications with all customers

  • Further develop processes and procedures within the NOC

  • Update and maintain documentation associated with processes and procedures

  • Continuously improve and develop systems to proactively monitor the infrastructure Peerless manages

  • Generate Key reports for Management including but not limited to: system availability, service level agreements, ticket resolution, and customer issues

  • Subject to call 24 hours, 7 days a week

  • Responsible for managing outages, SLA, uptime, service availability, root cause analysis

  • Ongoing training for all NOC employees

  • Employee Reviews

Daily Functions:

Work closely with direct reports on the Tier 1, Tier 2, and Test and Turn up teams which includes:

  • Work Loads

  • Escalations

  • Scheduling of 840 (co-location to be staffed 24/7/365)

  • Customer calls

  • In depth trouble shooting

  • Adherence to policies and procedures

  • Outage and Incident blasts are sent out and communicated properly to the company per the processes and procedures that have been established

  • Coordinating the involvement of Network, Voice, and Data engineering teams to resolve network and customer impacting issues

  • Maintenance notifications are sent out

  • Weekly On call list is updated and sent out every Monday

  • Assignment of SF Trouble tickets to be worked by team daily

  • Groom Management Scheduling

  • Manage all scheduling, PTO, overtime, and on-call for the Network Operation Center providing 24×7 coverage. This will also include weekly on-call coverage for the Network Operation Center.

  • Coordinating the involvement of Network, Voice, and Data engineering teams to resolve network and customer impacting issues

  • Weekly On call list is updated and sent out every Monday

  • Assignment of SF Trouble tickets to be worked by team daily

  • Groom Management Scheduling

  • Manage all scheduling, PTO, overtime, and on-call for the Network Operation Center providing 24×7 coverage. This will also include weekly on-call coverage for the Network Operation Center.

  • Required Knowledge and Experience

    • Strong background in SIP and an understanding of SIP call flow.

    • Prior Management experience leading and running a NOC environment.

    • Strong background in TDM trunking and TDM call flow.

    • Strong background in transport and understanding of (T1,T3, OC-X, and Ethernet) telemetry.

    • Strong understanding of IP routing and protocols.

    • Not required but a plus with any Sonus switching background.

    • 4 Year degree or equivalent experience required. MBA a plus.

    • Proficiency with MS Outlook, Word, Excel, PowerPoint and Visio.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.