Network Operations Manager jobs in Washington

About NoaNet

NoaNet is a non-profit mutual corporation providing telecom solutions and services and is headquartered in Spokane Valley, Washington. For over 20 years, NoaNet has operated a reliable public open-access broadband network that today totals over 3,800 fiber miles and touches every county in Washington State. Our organization provides rural areas access to broadband services, supporting more than 100 last-mile providers that serve more than 260,000 customers. NoaNet’s owner/members are nine public utility districts and a joint operating agency. Learn more about NoaNet at https://noanet.net.

Responsibilities

The Manager must possess strong customer and leadership skills ensuring network reliability, availability, and compliance with Customer Service Level Agreements (SLA).  The Manager is responsible for building, training and managing a team Network Analysts and Engineers that monitors, troubleshoots, provisions installs NoaNet’s statewide broadband network and member PUD networks from NoaNet’s Network Operations Center (NOC) located in Spokane, WA. In this position, the Manager will work closely with all NoaNet departments, external customers, and last mile circuit providers. Excellent customer service and communication skills are required to ensure the best customer experience.

Job Functions

1. Hire, train and guide staff for technical support department capable of 24x7 operations in a call center environment and field operations.
2. Highly focused on ensuring that the Operations team adheres to company policies, procedures, and best practices.
3. Modifies, updates, and writes new policies and procedures as required.
4. Ensures that processes and team members focus on meeting customer SLA’s and company key performance indicators (KPI’s).
5. Provide leadership to staff by providing guidance, mentoring, coaching, feedback, developmental goals, training, performance management, and promoting teamwork.
6. Promote a sense of urgency, accuracy, thoroughness, and efficiency in all Operations activities.
7. Ensure a high degree of customer satisfaction with extreme responsiveness to customer interactions, events and communications.
8. Own the customer relationship for service delivery by providing leadership in resolving customer issues – internal and external.
9. Maintain highly organized environment with the best tools for monitoring, ticketing, troubleshooting, and tracking incident events.
10. Successfully manage incident events 24x7 utilizing NOC, field engineering, and engineering staffs.
11. Ensures that NOC and field engineering staffing levels are always maintained.
12. Supervise assigned technical and administrative staff while ensuring proper staff development and performance management/evaluation.
13. Ensures that service order activities are properly performed with minimal customer impact.
14. Prepare and provide various reports and technical reviews to senior management as requested.
15. Interface regularly with internal staff and customers.

Requirements

1. Bachelor’s degree in a related business or technical field, or the equivalent combination of education, technical training, or work/military experience.
2. Five or more years of management/supervisory experience in the telecom field.
3. Experience developing, implementing, and improving processes and procedures.
4. Knowledge of broadband network infrastructure including equipment and fiber.
5. Experience with change management procedures and processes.
6. Thorough knowledge of incident management procedures and processes.
7. Must possess the leadership skills to take charge of major incidents and drive to resolution, through situational awareness, and effective utilization of staff.
8. Strong verbal and written communication skills.
9. Ability to work in a dynamic and fast paced technical environment and remain focused on the customer’s experience.
10. Be available 24x7x365.
11. Some travel required.