Network Operations Center Manager - Washington, DC

Company:

Cogent Communications is a multinational, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed Internet access and point-to-point transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 215 markets located in North America and Europe. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. Cogent offers competitive compensation and a full benefits package that takes effect within 30 days of employment. Matching 401k and stock options are also included.

The Network Operations Center (NOC) Manager will be responsible for supervising a shift of NOC Engineers within the North American NOC and will report to the Director of Network Operations, North America.  The manager will take a hands-on role, leading the team with managerial as well as technical skills in a fast paced global NOC environment. The manager will be responsible for ensuring that the team applies the organization’s policies, standards and procedures, as well as achieve all business goals objectives.

Responsibilities:

  • The primary responsibility of this technical management position will be to lead and develop the team to ensure the efficient operation of a high quality NOC Engineer on a 24/7 basis 365 days per year.
  • Supervise the NOC Team, including hiring, shift scheduling, coaching, training, performance reviews, and career development in order to produce a high performance team with a strong sense of team work.
  • Responsible for handling fault management escalations from the NOC Team, peer-to-peer vendor escalations, and on call escalation duties.
  • Monitor ticket queues, change management events, phone queues, and fault management systems hourly, making sure that the network and the NOC Team are functioning at an optimal level.
  • Work with Network Operation Managers, IP Network Engineers, and multiple departments to proactively resolve network and customer issues.
  • Seek to continually drive improvement in the day-to-day operation of the NOC Team.
  • Report on the performance of the NOC Team, managing, reviewing, and maintaining statistics in line with Cogent's expectations.
  • Ensure that network faults are managed and satisfactorily resolved, meeting business goals, and objectives.
  • Review and develop systems and processes to facilitate fast and efficient identification and resolution of network faults.
  • Develop and maintain procedures, policies, and standards for the NOC Team.

Qualifications:

  • Bachelor's Degree or equivalent with solid work experience.
  • Minimum of 3-5 years of experience working for an Internet Service Provider and /or Telecommunications company, at least 2 years as a manager or supervisor in a Customer Support Center or Network Operations.
  • Strong organizational, planning and people management skills including coaching, promoting teamwork, resolving conflict, and conducting performance evaluation.
  • Proven experience managing and supporting a technical team.
  • Excellent verbal and written presentation skills.
  • Motivational skills and the ability to supervise and lead a team of NOC engineers.
  • Creative thinking, to be able to come up with new ideas to improve NOC standards and procedures.
  • Must excel in a fast-paced, dynamic environment.
  • Strong technical knowledge in the areas of networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS…), IP addressing, DNS’s and IP-VPN’s.
  • Cisco data equipment experience and certifications (CCNA/CCNP) will be highly valued.
  • Knowledge of SONET, CWDM, and DWDM Optical Networking.
  • Excellent problem solving skills (fault isolation, problem resolution and root cause analysis).
  • Demonstrated experience using support/helpdesk ticketing systems and meeting SLA targets.
  • Ability to establish and maintain cooperative working relationships with other departments, services providers, company and vendor support organizations.
  • Outstanding judgment and the ability to interact in a stressful and challenging environment.

To apply for the Network Operations Manager position, please submit your resume and cover letter to This email address is being protected from spambots. You need JavaScript enabled to view it..

Cogent Communications is an Equal Opportunity Employer.