Network Operations Shift Manager

SUMMARY:

We are seeking a skilled Network Operations Shift Manager to oversee 24/7/365 network operations. The successful candidate will coordinate shift workers, ensure continuous site monitoring, handle corrective intervention tickets, and provide Tier 2 network support, including escalation management.

• Experience:<...
  
  

  POSITION INFO:
  

  We are seeking a skilled Network Operations Shift Manager to oversee 24/7/365 network operations. The successful candidate will coordinate shift workers, ensure continuous site monitoring, handle corrective intervention tickets, and provide Tier 2 network support, including escalation management.

  • Experience: 3-5 years of experience in coordinating shifts, managing resources, and optimizing workforce schedules.
  • Technical Expertise: Substantial experience in network operations with a focus on site monitoring, corrective intervention, and Tier 2 support.
  • Key Performance Indicators:
  • Vendor Performance: Monitor and ensure vendor deliverables meet daily performance standards.
  • SLA Management: Ensure power availability and alarm visibility align with service level agreements.
  • Incident Management: Achieve targeted metrics for Mean Time to Repair (MTTR) and Mean Time to Detect (MTTD).
  • System Uptime: Maintain optimal NOC systems uptime.
  • Network Monitoring: Maintain 24/7 vigilance on network infrastructure to proactively identify and resolve potential issues.
  • Shift Coordination: Manage and optimize shift schedules, ensuring continuous network operations and effective resource utilization.
  • Issue Resolution: Handle corrective intervention tickets, diagnose network problems, and implement solutions to minimize downtime.
  • Tier 2 Support: Provide advanced network operations support, resolving complex technical issues within the defined service level agreements.
  • Escalation Management: Manage escalations efficiently, documenting and communicating with relevant stakeholders.
  • Vendor Coordination: Collaborate with higher-tier support teams and external vendors for seamless operations.

  Core Competencies Experience:

  • Shift Coordination: Proven ability to effectively manage shift workers, ensuring seamless transitions and consistent network coverage.
  • Resource Management: Expertise in scheduling and optimizing resources for round-the-clock network monitoring.
  • Technical Proficiency: Strong background in network operations, with hands-on experience in monitoring tools and troubleshooting.
  • Problem Solving: Skilled in resolving network issues efficiently and minimizing service disruptions.
  • Communication: Strong ability to convey technical information clearly to both technical and non-technical stakeholders.
  • Escalation Handling: Competence in managing escalations, ensuring timely communication and resolution of critical incidents.
  • Vendor Collaboration: Experience working with higher-tier support teams and external vendors.
  
  
  

   

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