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.
