Dir, Regional Ops Center - Full-time

JOB TITLE: Dir, ROC

JOB SUMMARY
Responsible for direction and oversight of the Regional Operations Center (ROC). Ensure effective support of network reliability, intelligence and provide network change management to promote proactive network augmentations and maintenance to ensure reliability and prompt outage recovery. Oversee process of escalated customer service complaints, trouble call pool monitoring, truck roll reduction and area, node and line problem identification. Develop an effective leadership team and assist direct reports in driving a high-performance culture and environment.

DUTIES AND RESPONSIBILITIES

• Ensure the ROC staff monitors and coordinates recovery of network faults and thresholds and that network performance and trouble tickets are monitored/resolved to meet SLA objectives.
• In conjunction with MA Field Engineering management, coordinate workflow of all outage activity (break-fix) and BAU and proactive and demand maintenance. Maintain strategic work-mix ratios between proactive and demand workload for Maintenance Technicians.
• Establish and ensure tracking occurs for post critical work activity, including agreed upon follow-up procedures when applicable.
• Establish procedures for standby power supply testing and monitoring and ensure the generate desired results.
• Fully support and track the Charter Preventive Plant Maintenance Program to ensure compliance and company strategic goals are met; proactively resolve plant issues identified with Node Health and other tools.
• Ensure action-orientated, professional environment within the operations center regarding complete ownership of all issues handled by ROC.
• Develop and provide reports and analysis aimed at operationalizing agreed upon solutions. For instance, development of an analysis based solution for strategic replacement of high failure rate equipment.
• Interface with Engineering, Field Services Operations, Customer Care, and other internal groups as necessary to ensure the timely and efficient resolution of problems.
• Serve as the off-hours Maintenance Technician support team. This responsibility includes safety of technicians working during maintenance window hours by establishing methods for keeping track of the locations of technicians with established check-in procedures.
• Interface with ISP, DNT, NOC and CSNOC, and others to ensure and maintain a functional working relationship. Direct Disaster Recovery efforts.
• Provide high-level technical guidance and assistance to Maintenance Technicians for network problem resolution.
• Lead and participate in professional development for operations center staff to specifically focus on forward looking technical and organizational skills.
• Ensure required reports are correct and completed on time for Regional Senior Management review.
• Support the supervisory staff in management of team members, including performance reviews, career development, and staffing.
• Direct the integration of network management tools and processes to support network infrastructure.
• Ensure methods and procedures are developed, implemented and followed by ROC staff.
• Ensure collection of network data, maintenance of records, communication of observations, and required reports are consistent and accurate with existing guidelines and regulatory requirements
• Ensure communication channels between ROC, NOC and Network Services are clear, concise and maintained by direct communications to the appropriate fix agent
• Oversee the identification and communication of service impacting trends and action plan to mitigate
• Direct the development of operating and capital budgets, ensuring the achievement of company financial and customer experience goals
• Develop an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

• interact and communicate with all levels of management and company personnel
• read, write and speak the English language to communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
• Advanced understanding of amplifiers, nodes, power supplies and all other network equipment
• Advanced understanding of Transmission Control Protocol (TCP)/Internet Protocol (IP) and Simple Network Management Protocol (SNMP)
• adhere to local and federal regulations and company policies
• read general system layouts
• Strong business planning and forecasting skills
• Strong analytic, organizational, and problem solving skills
• focus on overall strategy of the region
• document, prepare and present executive level presentations

Education
Bachelor’s degree in Computer Science, Engineering, or Telecommunications preferred or equivalent work experience

Related Work Experience Number of Years
Technical support experience in a network operations center 8-10+
environment
Managerial experience 5+
Enterprise LAN experience 2+


PREFERRED QUALIFICATIONS

Certifications and/or Licenses
Industry and vendor specific certifications and training (e.g. NCTI, SCTE)

travel required