NOC Manager

Position: NOC Manager

Employment Type: Full Time

Location: Springfield, MO – 5 days a week in Office

Industry: Information & Technology Services

Who we are:

SmartChoice is a leading provider of business cloud communications with a unique portfolio of solutions including UCAAS, collaboration platforms, and dedicated contact centers. Through its 24x7x365 U.S. based support, white-glove service, and single point of contact approach, SmartChoice has become the go-to provider for a businesses’ technology needs and is one of the largest award-winning business phone system providers. SmartChoice is proud to service and support thousands of enterprises worldwide. Check out our website at www.smartchoiceus.com for more information.

What you’ll be doing:

SmartChoice is seeking an experienced, detail-oriented, and motivated NOC Manager to join our growing team. In this role, the successful candidate will be responsible for planning, organizing, and managing staff and overall operations to ensure stability of the organization's infrastructure. The NOC Manager will provide overall expertise in the network operations functions. This is an exceptional opportunity to hit the ground running at a fun, fast-paced company with great opportunities for growth and promotion.

You will be responsible for…

• Managing and mentoring 24x7x365 Tech Support team in all daily operations by effectively communicating expectations and driving accountability.
• Managing day-to-day technical uptime of all SmartChoice infrastructure.
• A service-oriented mindset, strong organizational capabilities for running multiple highly technical projects and supporting activities across a large and complex environment.
• Ensuring the stable operation of the corporate enterprise network including planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware & software.
• Strong Client Service focus, ability to communicate with both a technical and non-technical audience.
• Communicating clear instructions to team members & holding them accountable to goals & objectives.
• Providing regular status reports on tasks accomplished, current issues and progress toward goals.
• Communicating to business clients, technical teams and management in a consistent manner making complex technical issues and solutions clear, simple and understandable.
• Auditing virtual hosts and servers for health and appropriate resources.
• Verifying and auditing backup/restore procedures.
• Reviewing day-to-day ticket activity, ensuring that SmartChoice clients receive resolution within our service level agreement (SLA) via emails/calls/updates/nagios.
• Creating, implementing, and monitoring department templates, processes, and procedures.
• Ensuring Level 1’s are fully trained and have proper roadmap for career progression (full understanding on what is needed to grow into a Level 2, 3 & 4 Engineer)
• Working with department supervisor to ensure that all Level 1’s are set up with proper templates for each issue.
• Ensuring all “priority one” (P1) issues are properly assigned and receive appropriate escalations.
• Working with department director to ensure that no tickets are stuck in process.
• Providing on-going training and coaching to all Tech Support team members.
• Managing the emergency dispatch process and escalation to department director and CTO.
• Acting as back-up to Director of Networks.

What skills & experience you’ll bring...

• Bachelor’s degree in Computer Science, Engineering, or related field; or a combination of education and relevant work experience
• 8+ years of related technical experience with at least three years of experience managing technical teams is preferred
• 4+ years Voice/Data Network specific experience
• Strong knowledge of LAN/WAN and data networks
• Strong knowledge of cloud providers (AWS, Azure)
• Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, Dialer, ICM, Cisco Presence. SIP, SCCP, H.323, etc.)
• Extensive knowledge on VPN and other remote connectivity as well as Cisco switches, routers, wireless access points and firewalls
• Excellent verbal and written communication skills
• Experience troubleshooting Network & Infrastructure issues
• History of Excellent Client Service Skills (communications & relationship management)
• Strong organization, time management and ability to meet deadlines
• Strong supervisory and leadership skills

What we offer...

• Competitive salary
• Paid time off
• Medical, dental, vision and life insurance
• Flexible spending accounts
• Employer-matched 401(k) plan
• Gym membership reimbursement
• Flexible work environment
• Exciting company events

SmartChoice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type is not tolerated.