Senior Manager, Network Operations Center

Segra; Kansas City (MO); Hybrid; USD 100,000 - 135,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

FSA/HSA

Tuition Reimbursement

Gym Reimbursement

Vacation & Holidays

Volunteer Days

Parental Leave

Identity Theft Insurance

Job summary

Segra is seeking a qualified Senior Manager, Network Operations Center to join as a full-time team member in a hybrid role. The role requires in-office presence in Kansas City, MO or Columbia, SC with three days in the office and two remote days weekly.

The ideal candidate will lead the NOC, coordinate maintenance, drive incident and problem management, and ensure service levels and network integrity while managing budgets and cross-functional initiatives.

Qualifications

• BS degree or equivalent experience required.
• 5+ years of NOC management experience.

Responsibilities

• Lead and manage NOC team operations and daily activities.
• Provide escalation point for complex incidents and outages.
• Define and enforce policies and procedures for service delivery and network performance.
• Facilitate process improvement meetings and coordinate with other departments.

Skills

Management principles

Team leadership

Incident management

ITIL framework

IP telecommunications

Networking concepts

Communication skills

Education

BS Degree in Business or Technical Field

Job description

Segra is searching for a qualified and experienced Senior Manager, Network Operations Center to join us in a full-time capacity.

Location Requirement

This role is open to candidates in one of the following office locations: Kansas City, MO or Columbia, SC. The work arrangement for this role is a hybrid position, requiring a minimum of three (3) days in the office, with flexibility to work remotely two (2) days each week.

Role Overview

The Senior Manager, Network Operations Center manages and provides direct support to the NOC personnel to better utilize strengths and build team cohesion to provide efficient higher-tiered support for the NOC and other Operations departments in daily troubleshooting and handling of activities; Support, review and evaluation of scheduled maintenance activities for the purpose of determining and communicating expected impact as well as serve as a 3rd level escalation point; Define, maintain, and enhance the policies and procedures of the Network Operations team for the purpose of prioritizing projects, managing activities, meeting commitments to customers, responding to network events and coordinating for outage resolution, improving network performance, and ensuring the integrity of the network and all related data; Facilitate meetings to coordinate process improvement and M&P development and ensure compliance to these policies; Represent team in various committees designed to plan, evaluate, & incorporate new equipment/markets into the network; Assist in establishing NOC expense and capital budgets.

Qualifications

• Education: BS Degree in Business or technical field and/or equivalent work experience required.
• Experience: 5+ YOE, Previous NOC experience and understanding of capturing and timely responding to surveillance alarming; previous proven successful management experience leading a technical team.

Key Competencies

• Must have thorough knowledge of management principles and practices; personnel supervision and development; and telephony technologies.
• Experience setting up local exchange operations including surveillance, monitoring, fix, and repair.
• Knowledge of and ability to adapt the ITIL V3 model to provide an advanced service management strategy including the concepts of Incident and Problem management into a CNOC environment.
• An understanding of IP telecommunications.
• An understanding of switching, MPLS and other routed technologies
• Working knowledge of computer word processing, spreadsheet, and presentation software
• Outstanding communication and interpersonal skills required.

About Segra

Segra owns and operates a wide and dense fiber-optic infrastructure footprint that provides state-of-the-art connectivity, cybersecurity, voice, cloud and colocation solutions, all backed by industry-leading service and reliability. Serving over 30,000 connected customer locations, Segra has been providing customer-focused solutions for over 125 years.

At Segra, we imagine, we engineer and we build a world of opportunities for our customers through fiber-enabled technologies, driven by our customer-first mentality. We invest in the communities we serve by hiring locally, empowering our teams, and continually upgrading our network infrastructure to deliver smarter, stronger technology solutions.

Benefits Overview

• 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

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

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.

Salary Range

$100,065.00 - $135,000.00

Beyond competitive health and retirement benefits with immediate 401(k) vesting, Segra also invests in your total well-being through programs supporting physical, mental, financial, and social wellness.