NOC Manager

Company: Zentro
Location: Chicago
Posted on: February 1, 2025

Job Description:

About UsZentro is the choice for discerning internet users who demand the best. We empower our customers with remarkably fast, exceptionally reliable Internet service, delivering it with unbeatable 99.99% uptime and uncommonly responsive customer support. Zentro is a refreshing alternative to the never-ending headaches and hassles of dealing with the usual suspects. Our name may be new to you, but we're actually the largest independent (and highest rated!) MDU-focused ISP in the country, improving the way people get and stay online... today, tomorrow and beyond.Our PeopleWe're looking for people who want to make an impact. At Zentro, everyone plays a critical part in keeping our services running smoothly, and we value initiative, hard work, and a common-sense approach. If you're a go-getter with an entrepreneurial mindset, you'll fit right in.The RoleThe NOC Manager is responsible for the day-to-day operations of the Network Operations Center (NOC), with an emphasis on network availability for our customers. Your focus will be on prioritizing activities and achieving operational readiness. You will lead a team of NOC technicians monitoring, evaluating, and improving performance of our customer-facing network backbone. You will also interact with other Operations teams to ensure world-class reliable service to Zentro customers.Essential Duties and Responsibilities:

• Team Leadership:

• Lead, mentor, and develop a high-performing team of NOC technicians.
• Recruit, hire, and onboard new team members.
• Conduct performance reviews and provide regular feedback to team members.
• Foster a positive and collaborative team environment.
• Track accountability and accuracy within the NOC team.
• Provide reporting to measure network and team performance against KPI's.
• Network Operations:
  • Oversee the 24/7 operations of the NOC, ensuring consistent and timely monitoring and response to network incidents.
  • Analyze and report network performance data to identify and proactively address potential issues.
  • Develop and maintain standard operating procedures (SOPs) for network operations.
  • Track and prioritize trouble tickets, ensure that updates and resolution are achieved within SLA's.
  • Work closely with the Engineering team for training and documentation of current and new deployments and technologies.
  • Work closely with Customer Service team for training of Customer Service staff and tracking escalation SLAs.
  • Work closely with Field Operations to ensure that network repairs and upgrade priorities are scheduled and met in a timely manner.
  • Incident Management:
    • Lead incident response efforts, updating status and coordinating with other teams and stakeholders as needed.
    • Conduct post-incident reviews to identify root causes and implement corrective actions.
    • Maintain accurate documentation of all network incidents and resolutions.
    • Ownership of network availability and reliability. Unwavering refusal to settle, leaving no rock unturned in pursuit of network restoration during outage response. Implementing the same culture throughout the NOC team.
    • Network Maintenance:
      • Plan, coordinate, and execute network maintenance activities, including upgrades and maintenance, and system upgrades.
      • Ensure network security and compliance with industry best practices and regulatory requirements.
      • Proactively identify and implement network improvements to enhance performance, reliability, and scalability.Qualifications
        • 5+ years of experience in network engineering or systems administration.
        • 3+ years' experience in a leadership role, managing a NOC team.
        • Strong understanding of NOC best practices, performance measurements.
        • Strong understanding of networking protocols (TCP/IP, routing, switching, etc.).
        • Experience with network monitoring tools (e.g., Zabbix, Nagios, SolarWinds).
        • Excellent troubleshooting and problem-solving skills.
        • Strong communication and interpersonal skills.
        • Ability to work independently and as part of a team.
        • Strong organizational and time-management skills.Preferred
          • Experience with Mikrotik and Juniper equipment.
          • Experience in managing and troubleshooting large Service Provider networks.
          • Experience with Ruckus and Calix equipment.
          • Experience with Fixed Wireless Access (e.g. Siklu, Sia, mmWave).
          • Industry certifications (e.g., CCNP, CCIE, JNCIA).What We Offer
            • Competitive salary range of $90-$120k, dependent on experience and skill.
            • Comprehensive benefits package, including health, dental, and retirement plans.
            • Opportunity to work with a dynamic team in a growing industry.
            • Ongoing training and professional development opportunities.Apply now and help us redefine the internet experience for today and tomorrow.
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Keywords: Zentro, Carol Stream , NOC Manager, Executive , Chicago, Illinois