Network Operations Center; NOC Manager

Network Operations Center (NOC) Manager

Location:

Dallas, TX

Salary: $85,000.00 - $

At Fiber Light, the NOC Manager leads a team of NOC professionals in managing our transport network. The role oversees day‑to‑day operations of the day shift, supports system and process improvements, change implementation, and training/mentoring of subordinates. Success requires strong prioritization, multitasking, team development, partnership with internal stakeholders, and clear communication with external stakeholders. The candidate must adapt to rapidly changing environments, learn new technologies, work independently and in a team.

• Manage and mentor a 24x7x365 NOC support team, communicate expectations, set goals, drive accountability, plan, monitor, and appraise results.
• Perform daily system monitoring, verify system integrity and availability, review logs, and confirm completion of scheduled jobs.
• Develop policies and procedures to enhance workflow efficiencies and ensure SLA compliance.
• Measure and monitor effectiveness of systems, processes, and policies; recommend improvements to enhance NOC performance.
• Ensure a positive customer experience; identify ways to improve it.
• Generate and process trouble tickets, drive them to resolution.
• Manage ticket escalations and coordinate support from different organizations.
• Identify alarms, perform diagnostics and troubleshooting, dispatch and coordinate with carriers or field technicians.
• Respond to internal and external customer escalations.
• Perform duties in a high‑pressure, fast‑paced environment.
• Create reports for management and customers.
• Host or attend internal and external performance review calls as requested.
• Provide leadership and direction with peers and subordinates.

• Bachelor’s Degree in Telecommunications, Engineering, related field or equivalent training and experience.
• Five years of experience with communications networks or equivalent training and experience.
• Three years of management experience with proven leadership abilities.
• Customer solutions‑oriented, with exceptional verbal and written skills.
• Operations focused on a customer support background.
• Flexibility in work schedule; occasional escalation to management during after‑hours network events.
• Effective oral and written communication; interaction with customers and internal executives at all levels.

• Excellent troubleshooting skills and methodologies.
• Experienced in analyzing and communicating relevant aspects of issues.
• Identify risks/issues; develop recommendations for resolution.
• Communicate complex technical issues to multiple levels of non‑technical personnel.
• Strong technical background in fiber networks, optical networking, and Ethernet‑based solutions.
• Attention to detail with good organizational capabilities.
• Prioritization and time‑management skills.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industry: Telecommunications