NOC Manager

Title: NOC Manager (Retail) Duration: 18 month contract with extensions Location: Remote In India Hours: IST working hours, overlap with US 1x per week for meeting purposes Benefits: No benefits offered on contract including PTO Pay Rate: $20.00-25.00/HR USD Requirements

• Must have – Great verbal and written communication skills
• Bachelor’s Degree in Telecommunications, Engineering, a related field or the equivalent in training and experience.
• Experience leading outage triage
• Experience with Automation (Ansible/Python/Teraform)
• Experience with monitoring tools and Splunk
• Experience with Azure
• Experience with following technologies: Firewall (PAN/Fortinet), LB (F5/ALB/NLB).
• Experience Working with ISPs on troubleshooting, escalating,
• Experience with Aruba wireless and Clearpass a big plus
• Five years of work experience with communications networks or the equivalent in training and experience.
• Three years management experience with proven leadership abilities.
• 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 after hours network events.

Other Skills/Abilities

• Ability to be proactive, to suggest efforts on how we can improve network, rather than waiting for tasks to be assigned
• Excellent troubleshooting skills and methodologies.
• Experienced in analyzing issues, distilling and communicating their relevant aspects.
• Ability to identify risks/issues and develop recommendations for resolution.
• Communicate complex technical issues to multiple levels of non-technical personnel
• Strong technical background in Fiber Networks, Optical Networking, and Ethernet based solutions.
• Attention to detail with good organizational capabilities.
• Ability to prioritize with good time management skills.

Position Overview The Operations Manager (Network) holds a vital role in leading a team and managing our client's network. The Manager is responsible for managing the day-to-day operations of both onshore and offshore NOC team. This position will support operations by assisting with system and process improvements, change implementation, and training/mentoring of subordinates. Success in this role is highly reliant on the ability to proactively create tasks, effectively prioritize, and manage multiple tasks, lead and develop NOC team. This person will also expect to collaborate with internal partners, and effectively communicate NOC activities to external stakeholders. It is also imperative that individuals in this role have the ability to adapt to rapidly changing environments and networks, learn new technologies, process information quickly, and have the ability to work both independently and in a team environment.

• Perform IT implementations, performance analysis and optimization, monitoring, problem resolution, upgrade planning and execution, and process creation and documentation.
• Manage and mentor a NOC support team in daily operations by effectively communicating expectations and goals and driving accountability; planning, monitoring, and appraising results.
• Create reports for Sephora management and customers. Create advisory process and technical tasks based on report findings.
• Perform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
• Develop policies and procedures to enhance workflow efficiencies and ensure SLA compliance.
• Measure and monitor the effectiveness of systems, processes, and policies to ensure consistent value delivery and recommend changes to improve NOC performance.
• Ensure a positive customer experience is at the forefront of all decisions and recognize ways to improve that experience.
• Generate and process trouble tickets for technical support and drive to resolution.
• Manage ticket escalations and coordinate support from different organizations.
• Identify alarms, perform diagnostics, troubleshooting, and dispatch, as required, to the appropriate Carriers or field service technician.
• Respond to internal and external customer escalations.
• Perform duties in a high pressure, face-paced environment.
• Host / attend internal and external performance review calls as requested.
• Scheduling of personnel to provide optimal coverage