Manager-Network Operations in Little Rock, AR at Windstream

Date Posted: 10/1/2018

Job Snapshot

Job Description

Job ID:18003538

IP Operations - Manager

Job Description:

Responsible for managing the technical staff that provides Tier II & III operational support of Windstream's IP core network. The technical staff responds to “alert/alarm” conditions presented via the NOC’s fault management team, reported issues and conditions via telephone calls or trouble tickets created by other Windstream functional groups, and connecting companies. Technical staff interact with local operations (management and technical staff), Engineering and other NOC staff (IP Routing/Switching/Transport/Broadband/Voice/Planning), Service Centers, Service Activation, Change Management and other functional groups. 


The successful candidate will be responsible for ensuring staff manage their ticket queues while assisting with delegation and escalations of tasks to push issues towards swift resolution.  Management escalations will be required and include the engagement of internal requests to other Windstream teams (Engineering, NOCs, frontline repair centers, …), Vendors (Alcatel/Nokia, Cisco, Juniper, …), and Carriers (Level 3, Verizon, AT&T, …).  Each shift manager will also be tasked with ensuring their teams adhere to standard process and best practices during repair efforts so that notifications to other teams are sent in a timely manner and no unintentional harm is done to the network.


The responsibilities of this position will include:

Ensure that network problems are resolved quickly and effectively.

Ensure that the staff has access and and training on appropriate tools for performing their job effectively.

Work with internal groups, vendors, and carriers to resolve of network problems.

Collaborate with other internal groups to create procedures that ensure a high level of customer service.

Ensure staffing levels to provide adequate coverage.
Ensure technical development of staff.

Ensure adherence to NOC/Company standards, processes and procedures.

Understanding the technical details of the voice/transport/special circuit products that Windstream offers.

Conduct formal and informal training and coaching sessions with the staff as needed.

Work with staff and other groups to resolve technical issues.

Perform various supervisory duties which include but are not limited to:

- conduct regular staff meetings
- set performance expectations
- weekly employee meetings
- hire and maintain technical resources in the group

- follow disciplinary action procedures and document human resource issues

- performance evaluations
- Other duties as assigned

Work is performed in shifts within a 24x7 Network Operations Center environment. Candidates must be available to work ANY SHIFT, including nights, weekends, and holidays, and be willing to participate in an on-call rotation.  This position will cover Monday-Friday 2:30 PM to 11:00 PM CDT.

Desired Education:

• 4-year degree in a technical discipline (engineering, physics, computer science, etc.)

Desired Experience:

• 5+ years experience with IT/LAN/WAN in an operations or help-desk environment

• 5+ years troubleshooting network elements, protocols, services, and transport layer problems

• 5+ years troubleshooting Microsoft server environments
Desired Qualifications:

• 10+ years of operations experience in a NOC, Central Office, Operations, or Service Center environments.

• Previous troubleshooting experience IP routing - network elements, protocols, and services.

• 5 to 7 years of supervisory experience in related job field.

• Demonstrated technical skills in data networking or closely related field

• Broad understanding of provider services and network elements.

• Knowledge of central office switching/transport equipment, special circuits and testing methods.

• Proven customer service skills
Certificates/ Licenses:                                                                                                                                           

CCNA, JNCIA, or other networking based certifications desired

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; or 9+ years professional level related Engineering/Technical experience with 0-2 years supervisory experience; or an equivalent combination of education and professional level related Engineering/Technical experience required.

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.