Director - Network Operations - Birch Communications - Atlanta

Job description
The NOC Director position is critical to managing the Network Operations Center and the day to day stability of the network. This position will manage the NOC team while developing and overseeing quality assurance initiatives to achieved greater network reliability and improve customer service results.
Provide leadership and direction to Network Operations Center staff that are responsible for break-fix, uptime and reliability for core, distribution, and customer access network elements and related interfaces.
Drive process and run book documentation to minimize mean-time-to-repair (MTTR) on network events, including processes on field dispatches, internal and external escalations, and vendor engagement.
Tool development and customer trouble ticket resolution and build customer network maintenance and core infrastructure maintenance planning with Network Engineering.
Derive appropriate metrics for measuring group and individual performance. Drive for automation of metrics and measurement systems for scalable performance management.
Interface with network intelligence center to identify root cause analysis and re-instrument triggers to prevent future network degradation and outages.

Serve as the highest escalation point for end customers and internal constituents utilizing network resources and capacity. Establish action plans for improvements based on escalation trending analysis.
Establish vendor relationships and direct activity to insure vendor related technical issues are appropriately escalated, managed and measured in accordance with proper guidelines.
Drive other organizations for improvement of upstream processes based on clearly defined metrics and trending. Other organizations include but not limited to Customer Care, Engineering and Service Delivery.
Provide leadership and managerial coaching to NOC management team

Desired Skills and Experience
Minimum of 10 years experience in the telecommunications industry
Proven experience in voice and data network management and engineering
Demonstrated Director-Level Management experience
Strong problem solving skills, demonstrated ability to make effective decisions
Strong oral communication and interpersonal skills
Strong organizational and management skills
Proven ability to work effectively with customers, contractors, and vendors
Ability to manage multiple projects to completion
Ability to meet deadlines and deals efficiently with a fast paced environment
Individual demonstrates a positive attitude and ability to effectively deal with market and customer requirements and demands
An undergraduate degree in engineering or business

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