NOC Manager Job at Race Telecommunications LLC
Employment type: Full-time
About Us:
Race Communications is one of California’s leading telecommunications and fiber technology companies, offering a full range of communications services and competing in over 25 markets with investments totaling $150M in recent years.
Working in partnership with several public and private entities, Race focuses its efforts on building top-tier networks that service small businesses and Fortune 500 companies alike. Our comprehensive network has brought significant improvements to local entities, education, community services, and public safety across the state.
In today's connected world, reliable, high-speed internet is an absolute necessity, and it is our company's mission to provide advanced communications at an affordable price. Race focuses its efforts on building world-class fiber networks and offering gigabit internet service to communities throughout California.
The NOC Manager team provides high quality technical support to internal users and external customers on a variety of issues. As the 3rd level of contact for external customers requiring support, the NOC Manager will possess an excellent technical and communication skills required to analyze build and manage a team to research and resolve technical problems remotely or identify corrective action required and escalate to a higher-level engineer
Essential duties & Responsibilities
Participate in the selection, hiring, and career development of NOC Engineers
- Lead team meetings and provide direction to NOC Engineers
- Resolve customer complaints and follow up on chronic and unresolved customer issues
- Establish and maintain a high standard for customer interactions and troubleshooting processes
- Set an example of fierce commitment to customer satisfaction
- Manage both the productivity and quality of work down to the individual engineer level
- Assure that all NOC Engineers exhibit a customer friendly attitude
- Communicate and reinforce performance expectations and policies for NOC Engineers
- Provide assistance and communication with other departments and escalation points relevant to the troubleshooting and resolution of customer issues
- Work with Network Operations Center / Field Ops / Customer Support to drive accountability and recommend process improvement where necessary
- Provide Single Point of Contact duties for high-risk & service impacting events
- Interface with customers, engineers, vendors and technicians to resolve trouble reports
- Operate in a 24x7x365; this includes shift work, 2nd and 3rd shift hours, and weekends
- Timely Detection of network events on Enterprise customers where Race has SLA obligations based on custom contract commitments
- Performs advanced television, voice, IP and transport troubleshooting to isolate and diagnose uncommon problems
- Remain Interested in elevating their knowledge of technology and better understanding of Race Communications network
- Other duties as required
Education, Skills, Abilities, and Experience Required
3-5 years of experience in the telecommunications or service provider industry.
- Required 3-5 years of management experience.
- 5-10 years of experience with in IP Network Design, Network Switches, Network Protocols
- DNS
- DHCP
- Multicast
- BGP / OSPF / IP Routing
- IPv4 / IPv6
- TCP/UDP
- IP Routing
- SIP / MGCP / H.248 Voice Protocols
- TR-069 Device Management
- 8032.V2 Ethernet Ring Protection
- SNMP, IPFIX, NETFLOW, SFLOW
- MPLS
- Experience in the following platforms:,
- Calix GPON XGS-PON Platforms / Calix CMS / Calix Cloud
- Ciena Z-Series Platform (Cyan)
- Cisco / Juniper / Arista Routing Platforms
- Metaswitch Call Feature Server / Perimeta
- Minerva Middleware
- Amino Cloud
- Tivo (Mobitv)
- Kentik Cloud
- Genesys Cloud and or equivalent Contact Center Software
- Atlassian Jira / Confluence
- Pager Duty
- Splunk
As part of our Team, you'll Enjoy:
- 100% premium paid for medical, dental, vision, and life for all our employees!
- An excellent 401 (k) with 100% Employer-matched up to 4%
- Working to bridge the digital divide between rural and urban areas, providing much-needed services to those who don't have access to reliable internet.
- Working for a company that appreciates its employees, every member of the Race team is a part of a collaborative family.
Race Communications is an equal opportunity employer!
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