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Manager-Network Operations in Little Rock, AR at Windstream

Date Posted: 5/15/2019

Job Snapshot

Job Description

Job ID:19001472

The Network Operations Center’s (NOC) mission is to provide world class customer service and network support while maintaining respect for our customers and integrity of our employees. The mission of the Voice NOC is to provide 365/24/7 fault management and technical support for Windstream’s voice network.  This support includes network alarm surveillance, software loading and support, logical security administration, and technical support.  The VNOC VoIP Manager reports to the VNOC Staff Manager; Network Analysts and Engineers report to the VNOC VoIP Manager.

 Job duties

The VNOC VoIP Manager ensures that the assigned VNOC team has all the personnel, resources, processes and training required for VNOC to meet the objectives defined by the VNOC Staff Manager and Senior Director.  The duties of the VNOC VoIP Manager include, but are not limited to the following:

  • Hire network analysts and engineers for the VNOC team
  • Ensure that direct reports have all the resources required to perform their jobs
  • Train, mentor and coach employees
  • Ensure that departmental objectives are clearly communicated to employees
  • Maintain the VNOC schedule for the assigned team
  • Provide on-call management support on a rotating basis with other VNOC managers
  • Ensure that departmental objectives are met by the assigned team and that deviations from the processes are correctly analyzed and remedied
  • Ensures that all outages are resolved as quickly as possible and that successful resolution tactics are recorded to enhance VNOC processes and drive continual improvement
  • Manage outages to ensure all notification and escalation standards are met
  • Manage and approve employee timesheets and requests for paid time off
  • Perform annual objective setting and quarterly reviews with all employees on the assigned team
  • Analyze the quality records, processes and tools used to manage the network to drive continuous improvement in network quality
  • Foster mutually beneficial relationships with all other NOC teams (DNOC, TNOC, NCC), internal suppliers (i.e., Engineering teams) WINLD and customer-facing repair teams
  • Present technical and management data about VNOC-related outages on the daily outage conference call
  • Writes Reason for Outage (RFO) documents
  • Function as a first level of escalation for internal customers and VNOC analysts and engineers
  • Communicates corporate policies to subordinates effectively and professionally
  • Drive assigned VNOC projects to successful timely conclusion

Job Requirements

Minimum requirements

  • College degree and 7 years telecom experience or a combination of equivalent education and experience
  • Minimum two years of experience as a manager or supervisor
  • Proficient in the use of Windows-based computers
  • Proven track record of leadership, especially of technical staff
  • Excellent oral and written communication skills
  • Ability to prioritize

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.