Job Summary:The NOC Manager is responsible for leading the day-to-day monitoring and health of Wholesail Networks’ infrastructure and operations in the Yakima office. This position will serve as the management lead for the Yakima office and help promote the tone and vision for the entire office, consistent with company culture and mission.

Job Duties:

• Oversee the day-to-day monitoring and health of the Network Operations Center and Yakima office.
• Ensure NOC team is fully staffed to meet company objectives.
• Provide leadership and mentorship to entire Network Operations Center team through coaching, feedback, development goals and performance management.
• Design and develop IT standards and procedures that will be supported by Network Operations Center.
• Design and execute on solutions for inefficiencies in our Network Operations Center. Create the systems, automations, and processes that make our team incredibly effective and provide a best in class customer service experience.
• Analyze tickets and past problems to prevent re-occurrence and fix chronic support issues. Serve as the quality control for the NOC by spot checking NOC tickets and reviewing stats, documentation, escalation, etc.
• Provide after-hours customer support as needed.
• Provide technical aid to customers during an escalation as needed.
• Lead continuous process improvement initiatives to improve productivity.
• Develop and define the key performance metrics that will drive success within the Network Operations Center.
• Provide reports to senior leadership regarding ticket counts, progression on projects and overall health of the network.
• Coordinate with other departments on process improvement.
• Perform other duties as requested.

Qualifications and Desired Skills:

• 5 years of leadership experience required; leadership experience in telecom preferred.
• Telecom Network Operations Center experience required.
• Ability to identify and resolve issues effectively.
• Ticket management experience required.
• Skilled in conflict resolution.
• Ability to maintain 24/7 scheduling of the NOC team.
• Ability to adapt to changing conditions and plans with well-reasoned decision and minimal supervision.
• Knowledge of network protocols and networking technologies preferred.
• Experience and understanding of switches and routers preferred.
• Basic understanding of IPv4 and IPv6 subnet address standards preferred.
• Basic understanding of Ethernet preferred.
• Understanding of fiber optic network infrastructure repair and maintenance principles.
• Ability to meet and set short-term and long-term objectives for self and assigned team.
• Ability to provide excellent customer service. 

• Excellent troubleshooting and analytical skills required.
• Ability to use NOC tools for issue identification and escalation.
• Excellent time management skills and ability to prioritize.

• Ability to communicate effectively with all levels within an organization.
• Strong oral and written communication skills are required. 
• Ability to operate various office equipment such as personal computer, various software programs including Microsoft Office applications (Excel, Outlook, Visio), and telephone systems.
• Ambitious and goal oriented.
• Strong attention to detail and problem-solving skills are required.
• Ability to work as part of a team while performing as an individual. 

Physical Requirements

• Ability to sit for long periods of time in a typical office environment.
• Ability to lift and carry up to 20 pounds.
• Position requires flexibility to work within non-standard business hours.