Network Management Center Manager

Location:

Bethpage, NY, US, 11714

Brand: Lightpath

Requisition #: 1085

Lightpath is one of the largest competitive local exchange carriers in the tri-state area. We own and operate our infrastructure "from the ground up" by deploying over 20,000 route miles connecting 13,500 on-net/LIT buildings, With a strong portfolio of cutting edge solutions for Internet, WAN, Voice, SD-WAN, Security & Cloud services, we enable Enterprise customers of all sizes the ability to react to new challenges while developing best practices for the future. With Lightpath’s continued focus on network excellence and a “customer first” service commitment, we are building a workforce of the best talent that will meet the needs of our customers and reflect the diverse communities we serve.

Job Summary

Under the direction of the Director of Network Management Center (NMC) Services, the Manager will be responsible for managing network operations, maintenance, and surveillance and providing customer-focused services support.

Responsibilities

Lead a team of Network Analysts to provide 365/24/7 coverage to monitor, maintain, and administer the network infrastructure, customer services, triage, and resolve customer trouble tickets while meeting MTTR, ASA, SLA, and network performance objectives.
Demonstrate strong working telecom knowledge and expertise.
Adapt to new technologies.
Perform root-cause analysis related to network outages and customer troubles.
Manage multiple tasks and respond effectively in a fast-paced environment with shifting priorities.
Work occasionally after hours to troubleshoot high severity problems and outages. Respond to and remediate all first-level escalations.
Work with customers, vendors, carriers, and internal resources/management in resolving network and equipment issues, ensuring that customer interests are prioritized and addressed appropriately.
Develop, refine, and document policies and procedures and drive their implementation and use.
Coach, mentor and motivate team to follow best practices and standards. Conduct one on one and team meetings.
Administer personnel performance reviews.
Provide strategies for professional growth and development.
Manage scheduling to meet 24/7 staffing requirements.
Manage day-to-day personnel issues.
Track performance metrics. Hold team accountable for goals and objectives.
Forecasting and budgeting.

Qualifications

Minimum 6 years of experience in advanced voice and data networking.
Working knowledge or strong understanding of TDM, Voice, Switches, Transport, Sonet, Internet and Ethernet technologies.
Experience working in a NOC and call center environment that utilized a Network Management System (NMS) for surveillance and a customer trouble reporting ticket management system.
Demonstrated ability to persuade and use problem-solving conflict resolution skills.
Proven ability to multitask.
Worked in a customer services environment.
Demonstrated experience in a leadership role.
Proven analytical and problem-solving abilities.
Worked in a dynamic, fast-paced environment with shifting priorities providing customer-oriented support.
Bachelor's or Master's degree in Computer Science, Business or related field is preferred.

Lightpath is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Lightpath collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.