Talentuch is hiring a
Network Operations Center Manager
Talentuch
π΅ ~$147k-$172k
πRemote - United States of America (USA)
Please let Talentuch know you found this job on JobsCollider. Thanks! π
Summary
Join a company delivering hyperconnectivity services as a Network Operations Manager. Oversee day-to-day operations of the NOC, ensure high-quality service delivery, manage team performance, and drive continuous improvement to meet SLAs.
Requirements
- MS Office β Intermediate (advanced)
- Excellent knowledge of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must)
- English β fluent (mandatory)
- 5+ years of Customer Service/TAC experience in a telecommunications environment with 3-5 years of experience as a line/matrix manager of a customer-facing team
- 3+ yearsβ experience in Customer Service/Contact Centre/Help Desk/Service Desk Team leader role (must)
- Experience/knowledge of Shift working
- 3+ years in a process-driven organization (must)
- Experience working in a multi-cultural/international environment (must)
- Experience in fault diagnosis/troubleshooting and fulfilling requests (must)
- 3+ yearsβ experience managing people (desirable)
- Proven experience managing NOC, preferably in a managed services environment
- Strong technical background with expertise in network operations and ITIL best practices
- Excellent leadership, communication, and interpersonal skills
- Ability to analyze performance metrics and implement strategies for service improvement
- Experience with vendor management and SLA negotiations
Responsibilities
- Lead and manage the Tier 1 NOC team, ensuring 24/7/365 monitoring, incident response, and resolution according to SLAs
- Develop and maintain operational procedures and documentation for the NOC activities
- Monitor performance metrics, including response times, ticket resolution, and customer satisfaction, implementing strategies for improvement
- Coordinate with vendors and internal stakeholders to optimize tool utilization, ensuring tools are leveraged effectively for monitoring and incident management
- Conduct regular training sessions for staff on new technologies, best practices, and customer service excellence
- Manage staffing levels, including hiring, training, and NOC personnel performance evaluation
- Drive efforts to restore normal service operations promptly while meeting SLAs
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