Network Operations Center | Manager (IT&E)

The NOC Manager position is critical to managing the Network Operations Center and the day to day stability of the network. This position will manage the NOC team while developing and overseeing network quality assurance initiatives to achieve greater network reliability and improved customer service results. Responsible for various facets of network operations in support of the local management team and is also accountable for network availability results and performance. This position performs varied tasks of moderate complexity requiring the application of standard procedures and criteria. This person will need to demonstrate a degree of leadership for both internal and external customers. This person would provide direction and will serve as a point of escalation in regards to outages and troubleshooting. This position provides technical direction to ensure necessary alignment across multiple focus areas both internal and external to deliver services in a timely manner.

Responsibilities

The Employee will:

• Know and uphold the established IT&E Mission, policies and procedures, relevant provisions of the union agreement, Department and Division objectives, quality assurance and safety programs and standards.
• Build a high performance team responsible for maintaining network stability and managing resolution including physical plant restoration.
• Ensure performance results meet or exceed established service levels; on –time performance for service repairs and network restoration.
• Contribute to the division's cost effective management of the operational expense budget and capital expense budget.
• Evaluate situational events using alternative analysis, innovation, and good judgment to make effective decisions to increase network performance.
• Develop and communicate reports for network health, outages, and routine maintenance with upper level management.
• Develop and standardize NOC processes and procedures.
• Develop documentation and communication for all network activity.
• Accurately analyze trends in trouble history.
• Review and assure that MOPs relating to routine diagnostics, growth, and upgrade activities are accurately tracked and communicated.
• Review and monitor all system performance reports, scheduling necessary actions to avoid system degradation and customer service interruptions.
• Create and maintain comprehensive vendor contact and escalation list.
• Coordinate and conduct routine operational support committee meetings.
• Provide 24/7 technical support for NOC as needed.
• Provide root cause analysis of chronic or repetitive trouble reports, and catastrophic outages.
• Create and identify additional network measurements / metrics that will show performance metrics are in line with quality of service goals and service level agreement (SLA) guarantees.
• Support optimization of the supported networks through diagnoses and resolving repetitive network problems by analyzing network characteristics and recommending additions, removals, and modifications to the network topology.
• Gather, analyze, prepare and summarize recommendations for network improvements (identifying single point of failures, hardware improvements and/or diversification opportunities).
• Assess risk, strategic impact and short and long term needs with emphasis on network quality improvements.
• Frequently interface with network engineering and network operations to identify, review and ensure network improvement efforts are on time and in line with company goals.
• Facilitate reviews, audits, definitions, updates and implementation on engineering and operations work.
• Assist in developing and managing a preventative maintenance plan that will be reviewed and implemented monthly, quarterly and annually with a project completion verification and schedule coordinated with engineering and operations.
• Perform special tasks as assigned by the Executive Director or as dictated by business need.
• Develop schedules for NOC Technicians to ensure 24 hour Coverage is maintained.
• Complete administrative requirements for Team Payroll, Development
• Additional related duties as required or directed by management.

Required Qualifications, Capabilities, And Skills

• Bachelor's degree in Electrical Engineering (may be foreign equivalent) and 5 years of experience in Telecommunications Network Administration
• Five years progressively responsible experience in Network Operations and/or Technical Support.

Preferred Qualifications, Capabilities, And Skills

• Vendor certification for network systems, equipment, installation, maintenance, and technical support are desirable, but not required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. The physical activity of this position includes, picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling, repetitive motions – making substantial movements of the wrist, hands, and/or fingers, grasping, feeling, Talking-Expressing or exchanging ideas by means of the spoken word. Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, repetitive motions.

The physical requirements of this position involve Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

The worker is required to have visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

Working Conditions

The worker is subject to inside environmental conditions. Protection from weather conditions but not necessarily from temperature changes. The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

About IT&E

Formerly Micronesian Telecommunications Corp, IT&E was a part of Verizon International. CITADEL acquired IT&E in 2005 after successfully navigating the US CIFUS process and the Federal Communications Commission. In 2006, a partnership was established with Sumitomo Corporation, one of Japan’s largest trading houses, which invested in the company as part of its telecommunications push. The company acquired IT&E in Guam, and together, became the largest wireless provider in Micronesia. The entire company was renamed IT&E. IT&E was the first in the region to offer 3G services with the launch of CDMA EVDO in 2009. It soon followed with the launch of 4G LTE in 2011.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.

Important Information about COVID-19 Vaccination

Our Company has a mandatory vaccination policy in place. If you receive an offer of employment from our Company, you will need to provide proof that you are or will be fully vaccinated by January 4th, 2022 (fully vaccinated status means you have received two doses of a two-dose series or one dose of a single dose series, and it has been two weeks since your last dose). Our Company provides reasonable accommodation for approved medical or religious exemptions. If you feel that you have a qualified medical or religious exemption to this policy, you must speak with HR to begin the interactive process. Noncompliance with our mandatory vaccination policy will result in disciplinary action, up to and including termination or revocation of the offer of employment.