Responsibilities
- Supervise daily operations to ensure accurate and timely completion of tasks.
- Support escalated issues, ensuring proper handling and resolution.
- Manage and mentor NOC staff, including conducting performance reviews.
- Assist with recruiting and training new team members.
- Maintain and verify all SOP and MOP documentation for accuracy and team comprehension.
- Execute special projects as assigned.
- Prepare and deliver reports, tickets, and documents as requested by clients.
Requirements
- Bachelor's degree or equivalent experience.
- Over 10 years of network operations experience, with a focus on fiber networks.
- More than 5 years of supervisory or managerial experience.
- Expert knowledge of metro fiber service delivery.
- Advanced hands-on proficiency with optical test equipment such as OTDR, ONT, Redlight, and OLTS.
- Exceptional written and verbal communication skills.
- Ability to multitask under high pressure while maintaining professional client interactions.
- Expert understanding of Layer 1/2/3 protocols including DWDM, Sonet/SDH, VLAN, Spanning Tree, MPLS, OSPF, and BGP.
- Experience with network monitoring systems and ticketing or ITSM platforms.
- Ability to interpret GIS maps, engineering drawings, and route schematics.
- Strong skills in customer service, team leadership, communication, organization, time management, and adaptability.
Nice to Have
- Certification from Cisco, Nokia, Ciena, or other major fiber optic or network equipment manufacturers.
- Deep understanding of BICSI standards.
- Over 5 years of experience in a government support role.
- ITIL v4 or v5 certification.
Benefits
- Convenience services including virtual health visits, commuter perks, pet insurance, and entertainment discounts.
- Development opportunities such as annual performance reviews, tuition assistance, and internal career growth.
- Financial benefits including generous 401(k) matching, life and disability insurance, and financial wellness tools.
- Recognition programs like annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts.
- Wellness offerings including healthcare coverage, wellness programs, flu shots, and biometric screenings.
Other
- Must be available for escalated matters.
- Must have prior experience in a 24 x 7 operations or engineering environment.
- Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
- US citizenship may be required for some positions.
