The Director of Network Reliability role will provide technical expertise and leadership direction on all network operations of the company's technology infrastructure. This includes overseeing people, systems and processes used to monitor our technical facilities, fiber network, wide-area networks, servers, data centers and campus/corporate networks. This is a role with critical technical operations responsibility and accountability to deliver best-in-class performance and network availability to the company’s internal and external customers.
Oversee the operational reliability of the company technical infrastructure including the technical facilities, fiber backbone, servers, storage and networks by monitoring performance, equipment malfunctions and/or service outages.
Ensure the reliability of mission critical application processing solutions.
Communicate regularly and professionally with other leaders in Engineering, Customer Care, Field Ops, and Senior Management regarding service outages and/or equipment malfunctions status.
Oversee NOC function including leading the implementation and approaches of delivering the NOC/SOC capabilities across our networks for both our residential solutions and business customers.
Manage and set requirements and priorities for the design, evaluation, development of all software systems and tools used in monitoring and measuring the company operating infrastructure systems and networks.
Act as the subject matter expert on process automation through technological solutions that automate ticketing and communication of tickets to their proper ticket owners.
Lead network reliability projects and ensure the projects meet the established scope, timeline and budget.
Establish key reliability performance metrics and ensure we are meeting reliability targets for business customers with our service level agreements.
Ensure we are customer focused by providing timely and accurate communications to our customer service areas.
For the NOC, act as a customer advocate, frequently communicating with internal customers and managing their needs and expectations.
Be knowledgeable on our corporate business continuity and disaster recovery plans and capable of implementing recovery steps should it become required.
Establish credibility and maintain strong working relationships with technical and non-technical teams involved in information security matters including Legal, Business Operations, Risk, Internal Audit, Physical Security, Developers, Networking, and Systems.
Adhere to our privacy guidelines to ensure each customer’s privacy.
Additional Responsibilities:
Demonstrate exceptional organizational and time management skills to effectively prioritize and complete
work projects.
Possess strong people and relationship management skills to work independently, to interface with all levels and functions of the organization and to maintain good rapport and relationships throughout the organization.
Communicate with other departments to handle any escalating issues in a timely manner.
Engage, develop, and supervise direct reports.
Provide timely performance feedback and coaching according to company policy.
Support the mission, vision and values of our company
Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility.
Possess an enthusiastic, energetic, self-motivated, and detail oriented approach towards work and all work projects.
Possess strong problem solving and decision-making skills while using good judgment.
Identify opportunities for improvement while creating and implementing viable solutions
Actively follow company policies and procedures.
Perform other duties as assigned.
Maintain regular attendance to be available to provide direction and communication to team members.
Experience & Education:
Bachelor Degree in IT, Computer Science, Software Engineering or related field of study/or an equivalent level of education and experience required. Master’s degree is preferred.
15+ years of relevant and recent industry experience, including leading technology teams and functions involving servers, storage systems, networking and security.
5+ year of progressive management experience required.
5+ years of experience in network operations including the use of ITSM/ITIL process methods with incidents, problems, resolution and release work flows.
Familiarity with public facing or external (Internet/Web) application security and sound understanding of security principles, such as network security, identity and access management, vulnerability management.
Experience developing procedures, policies and standards
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