Gigstreem, a leading Internet Service Provider based in the US, provides innovative technology solutions to residential (Single Family, MDU) and commercial (MTU) clients across various markets nationwide.

SUMMARY:

The Network Operations Manager will be responsible for day-to-day operations of the Gigstreem networks, associated WiFi connectivity, and associated hardware. This role includes the management of the Network Operations team, an outsourced 24x7x365 NOC, and Tier III NOC Engineers. This is a leadership role with extended hours as necessary to ensure the best customer service and timely resolution of problems or issues.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Manage a team of NOC technicians and engineers, mentoring their growth, and ensuring that team obligations are met.
• Oversee day-to-day team operations and escalations.
• Ensure that the team is driving issues impacting company production infrastructure, systems, and applications to resolution.
• Ensure team projects and deployments are completed successfully and on time.
• Ensure that the team is working towards efficiency improvement in their work and empower engineers to tackle inefficiency.
• Ensure that all NOC Operational Engineering teams are embodying due diligence principles and demonstrate extreme ownership.
• Serve as part of the escalation path for internal and external network issues.
• Serve as Subject Matter Expert (SME) for our Network Management Systems (NMS)
• Establish and track Key Performance Indicators (KPI's) and network Service Level Agreements compliance
• Own the on-call schedule and rotation for your team.
• Subject to receiving call outs 24 hours, 7 days a week.
• Deliver exceptional customer experience.
• Process tickets which may include escalations, alarms, incidents, and service requests reported by monitoring tools, ticketing portals, calls, and emails.
• Provide triage to Network issues.
• Perform troubleshooting and information gathering.
• Execute the complete outage response plan in any network alert.
• Take ownership of open tickets, manage priority, and provide updates.
• Provide support to Customer Care, and or Field Operations
• Investigate network outages to determine root cause and provide recommendations for changes to prevent the recurrence of similar outages in the future.
• Responsible for notifying all internal groups regarding any major outages or network incident as per the outage notification procedures.
• Responsible for updating the network monitoring systems as appropriate.

REQUIRED QUALIFICATIONS:

• Strong organizational skills: You must be able to manage multiple clients simultaneously and coordinate with internal teammates to provide satisfactory results.
• Reporting and Analysis: Deliver regular reports on account performance, analyzing key metrics and customer feedback. Report internally and externally on ongoing client topics
• Must have led a network service provider Network Operations Center for 3 or more years
• Experience with Solarwinds Network Management System
• Strong knowledge of SNMP and associated concepts of OIDs and MIBs
• Functional knowledge of L1, L2, and L3 networking

PREFFERED QUALIFICATIONS:

• CCNA, JNCIA or MTCNA certification or equivalent experience
• Experience with Mikrotik RouterOS
• Experience with WiFi standards to include WiFi 5,6 and 6E
• Experience with Fixed Wireless technologies to include P2P, P2MP, 70-80Ghz technologies
• Experience with Datacenter and Type 2 circuit providers/carriers

PHYSICAL AND MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Coordinate multiple tasks simultaneously and stay organized.
• Collect, interpret, and/or analyze complex data and information.
• Understand and respond to a diverse population.

BENEFITS:

• Health Insurance
• Vision insurance
• Dental insurance
• Long Term Disability
• Life Insurance
• Unlimited Paid Time Off
• Monthly Cell Phone Reimbursement

Location: Remote

Salary: $120,000 - $150,000 annually

Gigstreem is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@gigstreem.com.