Incident Management Manager

NOVOS FiBER; Dallas (TX); On-site; USD 100,000 - 110,000; Full time

Job summary

A leading company in fiber broadband is seeking a Service Assurance Manager to oversee incident management and coordination. This role involves leading high-priority incident responses, developing outage playbooks, and training teams. Ideal candidates will have extensive experience in network operations and strong leadership skills.

Qualifications

• 5+ years of experience in network operations or incident management.
• Proven ability to lead high-priority incident bridges.
• Strong technical understanding of IP and transport network elements.

Responsibilities

• Lead all high-priority Incident Bridges, coordinating stakeholders to resolution.
• Develop and maintain Outage Playbooks for IP and Transport domains.
• Train internal teams on incident processes and escalation paths.

Skills

Leadership

Communication

Incident Management

Technical Understanding

Education

Bachelor’s degree in Computer Science

ITIL certification

Tools

Sonicwall

Fortigate

Nokia

Job description

2 days ago Be among the first 25 applicants

This range is provided by NOVOS FiBER. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$100,000.00/yr - $110,000.00/yr

NOVOS FiBER is a local, customer-first fiber broadband company dedicated to providing high-speed internet service to communities that need it most. As an Outside Sales Representative, you will be an integral part of our mission to bring reliable, high-speed fiber internet to underserved neighborhoods. In this role, you will engage with potential customers door-to-door, educating them about the benefits of NOVOS FiBER and converting leads into customers. You'll be the face of the company, building relationships within the community and showcasing why NOVOS FiBER stands out from the competition. This position offers an exciting opportunity to be a key player in our growth, while working in a flexible and rewarding environment.

Position Summary

We are seeking an experienced and driven Service Assurance Manager to oversee the coordination and resolution of major network events across our environment. You will serve as the front-line lead during incident bridges, working alongside our third-party NOC (Fujitsu) and internal teams to drive swift, coordinated responses. Your expertise will also guide the development of outage playbooks, ensure cross-functional training, and strengthen collaboration with a variety of critical vendors.

Key Responsibilities

• Lead all high-priority Incident Bridges, coordinating stakeholders to resolution.
• Develop, maintain, and continuously improve Outage Playbooks for IP and Transport domains.
• Train internal teams on incident processes, escalation paths, and bridge protocols.
• Serve as the liaison between internal teams and vendors (Sonicwall, Fortigate, FS, Eltek, Voltaire, Dantherm, Nokia, Smartoptics, Hexatronics).
• Review incident postmortems and implement process improvements to reduce repeat issues and MTTR.
• Partner with the NOC and engineering teams to ensure accurate event classification and timely escalation.
• Build and maintain visibility dashboards or reporting related to incident metrics.

Required Qualifications

• 5+ years of experience in network operations, NOC, or incident management roles.
• Demonstrated ability to lead high-priority incident bridges, driving coordination across engineering, field ops, customer support, and vendors.
• Proven ability to classify, triage, and escalate events across multi-vendor, multi-domain environments.
• Skilled in capturing real-time updates, tracking action items, and maintaining communication flow.
• Strong technical understanding of IP and transport network elements.
• Excellent communication skills with the ability to lead under pressure.
• Experience working with or alongside third-party NOCs and multiple vendors.
• Familiarity with network hardware and software from key vendors (e.g., Sonicwall, Fortigate, Nokia).
• Proven ability to build processes, documentation, and training programs from the ground up.

Preferred Qualifications

• ITIL certification or familiarity with ITIL-based incident management.
• Experience in telecom or ISP environments.
• Project or program management background.

Education Requirements

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Network Engineering, or a related technical field preferred.
• Equivalent work experience in a relevant role may be considered in lieu of a degree.
• Additional certifications (e.g., CCNA, JNCIA, ITIL, PMP) are a plus.