Sr. Manager, NOC

Sr. Network Operations Center Manager

Are you looking for an exciting opportunity working for a Global Technology Leader?

At Aviat Networks, we take great pride in hiring a workforce that is committed to supporting and strengthening our values and attributes. If you’re a results-oriented, customer centric and innovative thinker who also takes pride in personal and professional integrity, Aviat Networks is the ideal next step in your career. We are looking for people who love to solve problems, enjoy change, and know how to have fun so come and join a dynamic team that strives to bring communications to the world.

Aviat Networks is the world’s largest independent supplier of wireless transmission systems. We are recognized worldwide for cutting-edge 5G, backhaul, networking solutions and services. Customers in more than 135 countries depend on Aviat Networks to build, expand, and upgrade their voice, data, and video solutions.

We currently have an immediate need for a Senior Manager, N.O.C. in San Antonio, TX

SUMMARY

The Senior Network Operations Center (NOC) Manager is responsible for leading the NOC Supervisors, NOC Tier 2 staff, and the DevOps manager in the design and implementation of the appropriate processes and procedures necessary to build a proactive technical support center, as well as the management of the NOC staff, and the ownership of all technical and customer issues. The Senior NOC Manager will be responsible for removing all roadblock experienced by the NOC staff and will be the escalation point for all issues within the NOC organization.  Primary focus is the successful delivery of NOC services while delivering growth in both revenue and quantity of customers using the NOC’s services. The Senior NOC Manager will also be responsible for working with the product lifecycle management (PLM) team in developing and deploying new services.  This role requires a strong turnaround background and experience in pivoting from reactive to proactive services.

Key Areas of Responsibility:

  • Responsible for managing a staff ranging from 15 to 20 members serving clients on a 24 X 7 basis
  • Ensure the shift supervisors are setting and enforcing the proper standards so shift turnover is handled appropriately
  • Promote continuous improvement of the NOC team using lean techniques and philosophies
  • Work with DevOps manager and shift supervisors to structure the NOC to best serve clients
  • Lead the shift supervisors in conducting quality assurance initiatives, including but not limited to the monitoring of support calls to ensure staff is delivering quality information and support to clients that is courteous, timely, professional, and effective
  • Identify areas requiring training and ensure appropriate training is scheduled and delivered
  • Responsible for the financial performance of all NOC operations as it relates to revenue and gross margin goals set on a customer basis in support of the overall NOC operating plan
  • Participate in the quoting phase of potential new customers and the contract renewal of existing customers
  • Drive efforts to streamline and evolve systems, services, tools, and processes in support of optimizing service capabilities
  • Responsible for ensuring that the team designs and implements client-focused processes for running the NOC
  • Support the shift supervisors in ensuring appropriate resources are engaged in incident resolution
  • Be aware of all aspects of the resolution of critical incident and support the team in removing impediments to the resolution of all incidents
  • Set the proper standard to ensure that appropriate tickets are opened, closed, and tracked
  • Require that the Dev Ops manager schedule and oversee the maintenance schedule for network elements
  • Report project status to higher management
  • Assist the implementation specialist with establishing and maintaining strong relationships with all third-party subcontractors
  • Work closely with our installation partners’ management teams to build partnerships and leverage strengths of both companies
  • Successfully negotiate with subcontractors to receive favorable pricing
  • Set the proper standard to maintain current vendor escalation/contact lists

Secondary Responsibilities:

Ability to develop relationships and work closely with other departments to:

  • Build relationships and interact cohesively with the sales staff at both a management and working level, and other functional groups to assure that customer's needs are being met
  • Work closely with customers, business development, and sales staff on sales opportunities, as well as project progress discussions
  • Work with the leadership team on continued growth strategies that leverage new and existing services
  • Ensure that any requests for presales support are properly pursued
  • Ensure superior communication between teams
  • Work with sales and marketing to ensure service pricing is in line with competitive market requirements
  • Work with NOC team and other teams to maximize the efficiency of the process.
  • Contribute to and embody the company culture adopting the core values and encouraging / requiring the same from the team

Consults with:

  • Accounting: Order equipment and provide support and research client billing discrepancies
  • Executive: Meet with Client Experience Manager, Controller, VP of Operations to coordinate activities
  • Engineering: Attend weekly calls to resolve issues or security concerns on a day-to-day basis; escalate difficult issues to the engineering team for resolution, following up to ensure response
  • Field Services Team: Work to ensure timely response to field services technicians to ensure timely resolution of maintenance issues
  • Sales Team: Interact with the team to mitigate issues for new clients, provide guidance to the sales team, serve as an extension of the sales team

Education, Experience & Skills Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, Telecommunications, related technical field, or equivalent work-related experience, MBA preferred
  • 5+ years of experience managing a Network Operations Center teams in a demanding fast-paced environment
  • Experience in managing NOC teams in a telecom environment, preferred
  • Strong financial background surrounding service delivery; strong business management and acumen skillset; laser focused on contract renewals and new revenue growth
  • Strong knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, Switches, and the needs of telecommunications customers
  • Proven experience in leading a team that operates on the strict adherence to standard operating procedures, including participation in the development of that environment
  • Exceptional leadership skills with strategic vision
  • A passion for providing exceptional service to customers
  • Excellent skills in the process and people management
  • Proven leadership track record, problem solving and customer service capabilities
  • Experience with building high performing teams
  • Strong sense of ownership, accountability, and the ability to see situations from the customer’s point of view
  • Strong organizational skills
  • Position requires a high level of focus, energy, and attention to detail
  • Advanced communication skills, both written and customer-facing
  • Ability to resolve conflict
  • Experience with managing teams consisting of a broad range of skills and experience.
  • Strong work ethic and capable of handling stress
  • Must be positive and able to develop and sustain a culture that places our customers’ needs are the forefront of every decision

We encourage you to read our Candidate Privacy Notice. You have the right to withdraw your consent at any time. To do this you can email us at privacy@aviatnet.com.

Aviat Networks provides equal employment opportunity for all applicants and employees. The Company does not discriminate against applicants or employees on the basis of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran or military status, disability or any other legally recognized protected basis under federal, state or local law.

Aviat Networks offers a competitive benefits package. Apply NOW to learn

For positions in California, Colorado, or New York City you may contact us at human.resources@aviatnet.com for the salary range for this position (include the exact Job Title as it reads above).  

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