Manager, Network Operations Center - Charlotte, NC

Segra is searching for a dynamic and experienced Manager, Network Operations Center to work in our Charlotte, NC network operations center.

Role Overview:

The Manager, Network Operations Center provides direct support to the NOC personnel. Responsibilities include identifying individual strengths and building team cohesion to provide appropriate technical skills to support Segra's customers, as well as managing day to day operational workload such as ticket management, customer outreach, ticket escalation, call center management, shift turnover support in order to meet, and exceed, customer expectations and SEGRA Network Operations Center organizational goals in the most efficient manner; Promotes a Customer First culture where internal (Sales) and external customers are kept informed and issues are resolved with minimal impact to customers. The Manager, Network Operations Center is also responsible for defining, policies and procedures of the NOC for the purpose of prioritizing projects, managing activities, meeting commitments to customers, monitoring, responding to network events, coordinating outage resolution, improving network performance, ensuring 99.999% Network availability across all technologies provided by Segra. It is also the Manager, Network Operations Center's job to facilitate meetings to coordinate process improvements and ensure compliance with these policies. Additional duties include representing the NOC team in various committees designed to plan, evaluate, & incorporate new equipment/markets into the network, and developing capital budgets to include OPEX and CAPEX expenditures.

The Manager, Network Operations Center reports to Director of the NOC. Must be able to work long hours as needed and available 24/7 for escalations, network events and business needs. Strong skills in managing 24/7 shift rotations and scheduling is a must.

• Education: BS Degree in Business or technical field and/or equivalent work experience required.

• Experience: Previous Telecommunications experience and understanding of capturing and timely responding to surveillance alarming; previous proven successful supervisory experience leading a technical team. Well versed in developing and reporting KPI's used to gauge team and individual productivity.

• Key Competencies
  
  
  
  • Must have thorough knowledge of management principles and practices; personnel supervision and development; and telephony technologies.
  • Flexibility to work overtime as needed and to work any shift with appropriate notice
  • Ability to manage and coordinate multiple projects/task
  • Must exhibit honesty, integrity and excellent customer service skills with all interactions
  • Must possess a strong work ethic in supporting customer needs, by being responsive and consistent
  
  
  
  

• Experience setting up local exchange operations including surveillance, monitoring, fix, and repair.
• An understanding of IP networking
• An understanding of SONET and DWDM technologies

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  • Working knowledge of computer word processing, spreadsheet, and presentation software
  • Outstanding communication and interpersonal skills required.
  • Excellent written skills
  
  
  
  

About Segra:

Segra is one of the largest independent fiber network companies in the nation, able to offer state-of-the-art communication solutions backed by always-on customer service. We are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world's largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.

Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities we serve by hiring locally and continually upgrading our network infrastructure. Segra has over 1200 employees, 500k+ on-net and near-net buildings, and 44k+ fiber-route miles. We exist purely to help businesses within our footprint be successful.

Benefits Overview:

Segra offers a very robust benefits package to our full-time employees, some of which include:

• Medical, dental, vision insurance
• Life insurance
• 401(k) match
• Flexible Spending/Health Savings Accounts
• Tuition and gym reimbursements
• Vacation/PTO, paid holidays, floating holidays
• Volunteer days, parental leave
• Legal, accidental, hospital indemnity, identify theft, pet insurance

Our Commitment to Equality:

Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.