Manager, Network Operations Center


Client Reference Code: 203700
Responsible for the management of Charter Network Operations Center responsible for day to day activities of the Network Operations technical staff and network performance issues as they arise Also responsible for the timely execution of business improvement initiatives to ensure continuous improvement of Network & Services availability (uptime).

Actively and consistently support all efforts to simplify and enhance the customer experience
Provides leadership in network operations support in a 24/7 operating environment

Initial point of contact for all major issues during their coverage period
Responsible for staying on top of all event, incident, and requests/change management for all during their shifts
All NOC staff takes direction from the Shift Manager during their shifts
Ensures timely and accurate notifications of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partners
Ensures that all process and procedures have been implemented, understood and followed for their responsible shift
Compile and distribute daily turnover report detailing events and outages that are either ongoing or recently resolved on shift
Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment

Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture
Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system
Resolves any scheduled maintenance or major outage issues escalated from direct reports
Perform other duties as required

Ability to manage projects
Knowledge of Windows, Word, Excel, and Outlook
Demonstrate telephone, communications, and interpersonal skills
Ability to follow established guidelines, policies, and procedures
Understanding of IP networking fundamentals
Demonstrate ability to multi-task and manage multiple initiatives in the execution of daily operations
Must be able to work the following shift(s): (3PM – 11:30PM) & (11PM to 7:30AM), please note the shifts will vary based on departmental needs.

Bachelor’s Degree in Computer Science, Electrical Engineering, Math or other related field or equivalent work experience
Industry recognized Professional Level Network Certification

6 plus years Network troubleshooting in 24×7 Operations Center
4 plus years work experience in a 24×7 Operations Center
2 plus years managing a 24×7 Operations Center


Strong ability to aid in analysis of and documentation of root-cause analysis
Ability to make decisions and solve problems while working under pressure
Ability to work with others to resolve problems, handle requests or situations
Knowledge of tunneling technologies such as L2 and L3 VPN’s
Knowledge in local and wide area networking communications
Knowledge of hardware, network operating systems and troubleshooting skills
Ability to provide continuous evaluation of the company’s network infrastructure and initiate expansion or remediation projects to support growth and mitigate risks
Knowledge of Switching and Routing Architectures
Knowledge of support systems for network management and element management systems
Knowledge of protocols such as RIPv2, OSPF, OSPF-TE, IS-IS, IS-IS -TE, BGP, MPLS and SIP
Knowledge of Hybrid Fiber Coax and DOCSIS/CMTS
Knowledge of Transport Technologies CWDM, DWDM, SONET, T1, Ethernet and wireless technologies
Knowledge of VOIP switching platforms

Job Code : TWCENO510 Mgr, NOC Exempt


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