Director network operations center

Title: Director, Network Operations Center

Location(s): Everstream Markets

Position Summary

The Director of Network Operations Center is a detail oriented, thorough, and organized leader that will be integral to the growth and sustainability of Everstream in new and existing markets; including Enterprise and Managed Services Solutions. This Director will be responsible for overseeing customer support and problem resolution across all Everstream markets, strategic planning, training and development, and overseeing the team’s progress. In addition, this individual will be tasked with finding innovative ways to enhance productivity and efficiently of processes, all while ensuring alignment across Everstream departments to provide optimal customer satisfaction. Success will require a strong working knowledge of operations management to optimize productivity and ensure employee safety and engagement. The Director, Network Operations Center will be responsible for standardizations across markets in regard to respect of process and procedures, troubleshooting and escalation.

Primary Responsibilities

• Provide leadership to the Network Operations Center (NOC) team to resolve customer concerns and troubleshooting solutions on time, on budget, and subject to customer requirements
• Develop and implement strategic plans and objectives for assigned departments in an innovative and effective manner
• Assist with activities and applications, top-level escalations, reporting and ‘big-picture’ management of day-to-day tasks, as well as special projects and new initiatives
• Serve as an liaison between Customers and NOC; as well as for NOC and internal department teams (including; Core, Transport, Field Services and Operations).
• Build relationships with external vendors, partners and suppliers to facilitate a cost effective and efficient service delivery process
• Maintain compliance with external regulations and internal policies
• Hold every team member accountable to performance standards and metrics, correct issues promptly
• Participate in budget development and monitoring of expenses
• Generate necessary reports, and respond to data requests
• Maintain a high regard for customer satisfaction
• Review technical problems and procedures and recommend solutions
• Effectively present information, and respond to questions from all levels
  
  

Requirements

• 5-10 years in the telecommunications industry related to 24/7 operations of Network Operations Center and/or call-center
• 5 years in a leadership role
  
  

Preferred Qualifications

• Bachelor’s degree in Business, IT, Engineering, or related field (minimum 8 years related work experience required for equivalency)
• Previous experience leading a call-center environment and ticketing system with 24/7 support
• Extensive knowledgeable in fiber optics and fiber optic functionality (including how they work, troubleshooting, etc.)
• Proven success overseeing Network Engineering teams on installations of new hardware, resolution of network and vendor issues for overall customer satisfaction
• Familiarity with industry regulations and quality standards
• Proven leadership skills, including the ability to set strategic direction using assertive interpersonal and presentation skills
• Proven track record involving attention to detail, meeting of deadlines, and consistent high level of performance
• Ability to accomplish specific, measurable goals, and to “see the big picture” coupled with a desire to add value to the company
• Strong analytical skills and logical thought processes, with the ability to resolve simple to complex telecommunications issues
• Strong working knowledge of performance and operations management
• Excellent written and oral communication skills
  
  

Benefits

Everstream offers competitive compensation as well as a generous employee benefits package, including medical, dental, vision, disability and life insurance policies. Employees are also provided with an ample PTO package, company paid parking and numerous supplemental insurance options. After 90 days of employment, full time employees are eligible to participate in our 401(k) retirement plan with generous employer match contribution.

Everstream is proud to be an Equal Opportunity and Affirmative Action Employer. Everstream does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, creed, disability, age, pregnancy (including childbirth, lactation and related medical conditions), military and veteran status, citizenship status, marital status, gender expression, genetic information (including characteristics and testing), or any other characteristic protected by applicable law. All employment is decided on the basis of qualifications, merit, and business need. Everstream believes that diversity and inclusion among our team members is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We participate in a pre-employment background check and drug screening process for all positions. We also participate in E-Verify , a web-based system where Everstream inputs Form I-9 information; this information is verified against records available with the U.S. Department of Homeland Security and Social Security Administration to confirm employment eligibility. Those who seek accommodation due to disability can email us at [email protected] .