Manager-Complex NOC in Rochester, NY at Windstream

Date Posted: 8/20/2021

Job Snapshot

  • Employee Type:
  • Location:
    20 South Clinton Avenue
    Rochester, NY
  • Job Type:
  • Experience:
    5 to 7 years
  • Date Posted:

Job Description

Job ID:21003706

“Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority.”

Position Overview:

Manager – Complex Networks is responsible for all aspects of operational management within the complex NOC. This position requires the candidate to work “C-Shift Hours” (Overnights) to help provide leadership support for our C-Shift Team. Focus is on work force management, force to load management, escalation care and individual contributor development. 


  • Work to ensure team is appropriately staffed at all times to handle work load and that technicians have the appropriate skills to care for all technical silo’s wherever is necessary. 
  • Approve and manage PTO requests and training requests at both a front line level and with awareness for global team schedule.
  • Approve timecards to ensure technicians have accurate accounting of time and ensure fiscal responsibility in managing overtime and on-call expense. 
  • Identify process, skill and knowledge gaps on the team and have an in depth understanding of the technologies and troubleshooting platforms leveraged by the team.
  • Meet with direct reports monthly, provide individual feedback on performance towards KPI’s and where necessary provide coaching, performance development or work towards corrective actions to ensure team is performing optimally. 
  • Help develop training and documentation within the team including but not limited to technical documentation and process documentation. Also assist in maintaining SharePoint and confluence spaces to assist in troubleshooting. 
  • Take direct escalations and handle in a professional manner working towards rapid resolution with the highest level of clear and transparent communication. 
  • Attend conference calls for customer, write on and speak to team performance at a macro level as well as root cause analysis for events when required. 
  • Work in on-call capacity will be required.  

Job Requirements

Minimum Requirements:

College degree in Engineering or a related field and 5-7 years professional level experience with 0-2 years supervisory experience for roles with supervision; or 9 years professional level related Engineering/Technical experience with 0-2 years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related Engineering/Technical experience required.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.  396588