Director, Network Operations
REMOTE - Successful candidate MUST reside in a state in which Point Broadband operates (AL, GA, FL, MI, OH, TN, TX or VA only).  #LI-remote

Summary:

The NOC Director position is responsible for ensuring the highest level of service for the Network Operations Center’s external and internal customers by working alongside other NOC team members; Coordinating the overall department activities and role fulfillment, response activities for network outages and degradations.

Duties and Responsibilities:

• Manage technical staff and resources of the Network Operations Center to provide 24x7x365 application and network monitoring and maintenance in a manner that provides high level of customer satisfaction
• Comply with and promote the company’s Value System and the NOC Core Values
• Assist the Sr NOC Director with the planning, scheduling and successful end to end 24X7 management of all network and application monitoring and crisis coordination and communication for all Point Broadband Products & Services domestically
• Initiate improvements in the in the supporting policies, practices and processes to ensure customer satisfaction of end to end support
• Drive automation initiatives and innovative solutions across the broad operations team
• Track and identify potential system deficiencies and failure patterns and coordinate necessary corrective actions with development/engineering resources
• Develop departmental budget and control spending within budgetary guidelines and maintain accurate project time reporting and project costs
• Work with product management and engineering on enhancing the products and implementation of new solutions in the field
• Work with other Customer Experience team members to ensure the highest level of customer satisfaction
• Promote closed-loop resolution with customers
• Promote and be responsible for department key performance indicators
• Lead cross-functional teams through day-to-day challenges and decisions
• Regular coaching and training sessions with employees
• Ensure customer satisfaction is maintained at the highest level while balancing the business needs of the company by handling escalated customer contacts. (A.K.A supervisor calls)
• Employee, team and department level performance metrics collection, analysis and compliance
• Creation, modification and execution of the NOC policies and procedures
• Ensure that new product and system documentation creation and training is accomplished for the department
• Act as an externally facing representative of the company to vendors, partners and wholesale clients
• Ongoing professional growth through self-learning and training
• Challenge team members to perform at the highest possible level
• Ensure the goals of the business are accomplished through proper employment activities such as hiring, training, disciplinary action and termination in coordination with director
• Think strategically and evaluate options in the short, medium and long term
• Cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation
• Plan future projects and initiatives in accordance with company goals
• Direct and inspire multidisciplinary teams and build successful relationships at all levels
• Escalate issues as needed after careful evaluation and attempted resolution

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Associates Degree in a related field is required. Bachelor’s degree in related field is preferred. Related industry certifications are a plus
• Minimum of 7 years of service-provider experience in either telecommunications, video or broadband is required. A strong background in data-network administration is required. Experience in computer science, information technology, in-bound contact centers, business management or related is required. Experience with fiber-to-the-premise and fixed-wireless networks is a plus. Experience with service-provider networks (carrier) is a plus
• Experience leading proactive client relationship management programs and activities such as account reviews, service reviews, service improvement plans, training and communication efforts, consulting, etc. for a diverse portfolio of client accounts
• Ability to think strategically, as well as tactically, to exercise sound judgment on problem-solving and priority/goal setting
• Ability to maintain a strong sense of urgency and proven ability to perform well under stress when confronted with emergency, critical, or unusual customer or network situations
• Expert collaboration and customer service skills and demonstrated experience building and maturing relationships at all levels of an organization to align services with functional needs
• Strong oral and written communication skills and ability to clearly communicate technology plans and strategy to a diverse client base
• Knowledge of Networking Architecture and OSI Model inclusive of: TCP/IP, SONET, RPR, DWDM, TDM, IPSEC, VPN’s, etc.
• Additional technical background in IPv4, IPv6, MPLS and Layer 2/3 protocols
• Experience in Traffic Shaping, Traffic Management, MPLS, VLAN, DiffServ, and QoS
• Significant experience directly managing measurement, reporting and analysis of key performance indicators (KPI), and service level targets and/or agreements (SLA) to achieve and sustain operational excellence

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to reach and hold on to items at chest level or reach above the shoulder
• Required to use close vision and be able to focus
• Required to work indoors with travel as needed
• Work requiring lifting of up to 25lbs may also be necessary on occasion

Benefits:

Point Broadband offers a competitive salary, cash bonus, and equity in a stable and fast-growing business.

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*