Network Operations Center (NOC) Manager

As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America-creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!

What we're seeking:

This position will lead the NOC center and the Network Engineers III.

The NOC center is responsible for 24x7x365 network surveillance and support of Frontier's NOC customer base. This is an integral part of Frontier's overall NOC operation and the customer experience. The manager will oversee, mentor, and provide technical leadership to the team leaders and staff. The manager will support Sales, Marketing, Engineering, and Operations. This position is responsible for managing and directing the assets of the Frontier NOC and ensuring the resolution of customer troubles in an expedient manner.

In this remote role, you will be expected to collaborate with peers as required but can work anywhere in the contiguous United States.

What we need in you:

The successful candidate will need to manage a fast-paced operation in a demanding customer service organization. You will also need to bring a focus on operational proficiency, employee management, working cross-functionally, and driving performance.

What you'll do:

• Handle escalations for NOC customer and network service troubles/outages 24 hours a day
• Evaluate and make decisions on the purchase and deployment of systems and applications used to monitor and support the NOC network
• Review of trouble tickets, maintenance schedule, and major service interruptions
• Post-mortem and root cause analysis input as needed
• Evaluate and document policy and procedure
• Direct monitoring, coordination, and escalation of any major or catastrophic conditions in Frontier's NOC network.
• Monitor and participate with colleagues in the Network Operations Center's team as a liaison for all vendor support issues that require escalation for reconciliation
• Direct multiple projects with various departments providing specifications and information on network systems
• Hire, evaluate, and work with individuals to develop their skills. Coach teams to improve results, review team objectives, and plan and evaluate resource levels and results. This also includes performance evaluations and goal reviews.
• Develop necessary budget criteria for upcoming and current years, and maintain the budgetary guidelines for all current-year budgets
• Development, documentation, and implementation of processes and procedures to establish national standards. Monitor team to make sure these standards are set and followed. Advise field personnel of proper procedures and assist with vendor changes, updates, and product recalls.
• Communicate with other departments as required to improve the coordination between these departments as well as the overall quality of service experience for our customers.
• Performance management; holds the team accountable to clearly achieve results through coaching and performance management while creating a culture of superior performance.
• Responsible for determining and fulfilling the needs of the team for employee development and training.
• Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required.

What we offer:

Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer include:

• Salary Range: $54,000 - $184,000
• Medical, dental, vision, and prescription drug plan benefits starting day one
• Tuition Assistance Program. Frontier covers 50% of eligible expenses with an annual cap of $5,500 to further your education and career
• 20 PTO (Paid Time Off) days + 10 paid holidays per year
• Mileage Stipend for travel around town
• 401k match of 50% on 6% of eligible compensation
• Performance-based promotion path and succession planning
• 10 weeks of paid parental leave, 3 weeks of paid caregiver leave, and up to $10k in adoption program assistance
• Company provided laptop and cell phone for work

What background you should have:

• Must be able to work in a fast-paced high-pressure environment.
• Must be available 24x7x365 and prepared to handle escalations at any time.
• Must be able to work extended hours.
• Must be able to manage multiple projects.
• Some travel is required.

Skills

• Familiar with network circuit design and layer 1 transport services.
• Familiar with WiFi technologies such as municipal and hot spot deployments.
• Must have a solid understanding of TDM, Data, and Ethernet technology and associated equipment.
• Experience with managing large projects.

Education/Experience

• 5+ years supervisory or management experience in Telecommunications or Internet Services Provider related
• 4 yr technical degree preferred or equivalent work experience.
• CCNA certification a plus

Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve. If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.