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Senior Manager, Network Operations Center

TPx Communications

This is a Full-time position in Las Vegas, NV posted May 7, 2021.

Overview General Purpose: The Senior Manager, Network Operations Center has the overall responsibility and authority during a service impacting incident.

This position coordinates and directs all facets of the incident response effort.

The Senior Manager of Network Operations Center is responsible for leading a team of skilled technicians with the objective of reducing MTTR for all service impacting incidents.

This would include, but not be limited to incidents affecting transport systems, voice switching elements, routing devices, managed services, and cloud services.

This role works with Data Operations on systems and web logic that monitors and records network performance and stability.

This position will also be responsible for development of new processes and working with other departments within TPx communications to manage and meet the needs of the business.

The Senior Manager’s key components of this position will also include budget planning and fiscal objectives.

This position manages the process of restoring normal service operation as quickly as possible to minimize the impact of an incident to business operations is a critical MBO.

Reports to (Supervisor/Manager): Director of Network Operations Center Direct Reports: Network Operations Technicians Essential Duties and Responsibilities: * Manages the team’s activities and ensure goals are meet.

* Project management and the design of key surveillance operations infrastructure.

* Manages vendors and other contractors, review contracts and ensure compliance.

* Develops solutions to complex and technical problems.

* Analyzes user needs and requirements to determine feasibility of design within time and cost constraints.

* Understands the company’s workflow and products and develop systems that improve performance.

* Writes scripts to assist other teams perform regular maintenance tasks such as customer migrations and service validation pre/post maintenance actions.

* Incorporates user acceptance testing procedures for quality assurance of developed applications.

* Works with Network Engineering and Planning to ensure deployments of new technologies are monitored with TPx’s surveillance infrastructure.

* Solid understanding of voice switching fabric including trunking, SS7, SIP and customer provisioning.

* Leverages existing tools to maintain and track Networks important metrics.

* Solid understanding of SNMP and other telemetry protocols, MIBS and collections methods.

* Records and classifies received Incidents and undertake an immediate effort to restore a failed Service as quickly as possible.

* Responsible for communicating with Internal Teams, Providers, Vendors.

* Responsible to verify the communication flow to customers.

* Point of contact for all Major Incidents.

* Monitors incidents to ensure that Service Level Agreements are being met.

* Ensures the closure of all resolved and end-user confirmed Incident records.

* Establishes continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

* Responsible for assigning incidents within a group or department.

* Responsible for communicating with internal teams.

Directly manages documentation to ensure proper recording of incidents.

* Determines if an incident needs to be escalated according to priority and severity of the issue.

* Ensures that Incidents assigned to their Support Groups are resolved and that service is restored * Identifies Incidents for review and/or follow up.

* Participates in Incident reviews and technical discussions with internal and external customers.

* Identifies potential problems and/or increasing trend of repetitive Incidents.

* Creates Knowledgebase with repeatable procedures with a goal of reducing the number of Incidents.

* Escalates unresolved incidents to external support, e.g.

Software and Hardware Vendors.

* Manages vendor relations and tracks vendor performance.

* Liaisons between Internal Teams and external support providers.

* Manages provider relations and track performance.

* Verifies resolution with users and resolve Incidents.

* Responsible for Postmortem engagement, documenting lessons learned, and providing RFO.

Peripheral Duties: * Builds web reports and graphs, as necessary.

* Works with employees to develop tools, scripts, databases.

* Participates and helps plan the BCP.

* Other relevant tasks as directed by department leadership.

* Manages employee’s workloads and monitor progress.

Desired Minimum Qualifications: Education and Experience: * Associate of Science degree in Computer Science o * 7
– 15 years of experience in telecommunications or IT Engineering * Telecom experience highly preferred.

* Management experience and team development skills.

* Knowledge of VoIP is a plus.

* Knowledge of IP routing Cisco IOS is required.

Necessary Knowledge, Skills, and Abilities: * Preparation of training manuals for users.

* Experience with SIP Peering and interconnects between carriers.

* Advanced knowledge of IP networking (routing, policies, IP protocols, routing protocols).

* Strong DNS experience is mandatory.

* Network management (EMS
– electronic management systems) and technologies.

* Ability to communicate directly with end customers at various levels of technical abilities with professionalism.

Driving/Travel Requirements: * This position requires limited short-term travel assignment with short notice less than 10% of the time.

Special Requirements: * Tools and Equipment Used: * Work computer, including word-processing, database, and spreadsheet programs.

* Smartphone required.

* Microsoft Office and Visio applications.

Physical Demands: * The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* While performing the duties of this job, the employee is frequently required to sit and talk or hear.

The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

* The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

* This job requires 100% working in front of a computer.

Work Environment: * The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Selection Guidelines: Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed.

The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.