Head of NOC Systems Tools, Design & Automation

Summary

Join GFiber, an Alphabet company, as the Head of NOC System Design & Automation! Lead the design, development, and implementation of automated solutions to optimize Network Operations Center (NOC) operations. Drive operational visibility, optimize workflows, and automate processes to enhance NOC effectiveness. Manage a team dedicated to supporting NOC tools, focusing on eliminating manual processes and improving key business metrics. This role requires strategic leadership, tool optimization, change advocacy, stakeholder collaboration, and data-driven insights. The ideal candidate will champion innovation and continuous improvement, leading cross-functional initiatives and implementing strategic changes to deliver a superior customer experience.

Requirements

• Bachelor’s degree in Business Management, Operations, Strategy, or equivalent practical experience
• 7 years of experience in the telecom, cable, or technology industry
• 7 years of experience in a NOC environment, service delivery, or operations role
• Experience leading cross-functional teams in driving operational transformation through automation, workflow optimization, and effective change management
• Ability to travel 25% of the time domestically

Responsibilities

• Develop and implement a comprehensive automation strategy aligned with the overall NOC business objectives
• Define technology roadmap: research and evaluate emerging technologies (e.g., AI/ML, AIOps) and their potential application within the NOC
• Foster a culture of innovation and continuous improvement within the NOC
• Own the roadmap and operationalization of critical tools (e.g., ServiceNow, OSS platforms), ensuring optimal configurations to maximize effectiveness and service quality
• Act as a champion for change, driving the adoption of new tools, processes, and best practices while aligning initiatives with cross-functional teams and organizational goals
• Facilitate strong partnerships with internal teams and external vendors, managing tool implementations and ensuring alignment with business objectives
• Leverage analytics, ML and AI to monitor, refine, and optimize operational processes, enhancing customer journeys and business outcomes

Preferred Qualifications

• MBA or advanced degree in a related field
• 10 years of experience in the telecom or cable industry in a similar role or function
• Experience supporting and optimizing NOC tools and processes with measurable improvements in key business metrics
• Demonstrated expertise in evaluating and leveraging the strategic and operational impact of customer journeys and interactions
• Proficiency in managing relationships with vendors such as ServiceNow and Netcracker, or similar
• Expertise in leveraging Machine Learning or Artificial Intelligence for operational and decision-making efficiencies

Benefits

US base salary range for this full-time position is between $158,000 - $231,000 + bonus + cash award + benefits