NMC Manager

Position Summary:

Joining the WIN team as the NMC Manager is an integral role within the Network Management Center (NMC) Department, and as such, all ideas, input and constructive recommendations will be highly valued.  This position is responsible for managing the team responsible for all operational support of WIN Technology’s network infrastructure.  This position will provide expert consultation on data and telecommunications network services and systems; participate in the requirements definition process; collaborate with all departments within the organization to implement appropriate solutions; and identify and solve operational problems relating to networks and distributed communication systems and servers.

Primary Responsibilities:

Provide leadership, training, coaching to NMC Shift Managers and employees.  Embrace and provide an environment of learning.  Lead a NMC that focuses on technology, promotes proactive decision making that increases network performance, and deliver a superior level of customer experience. 

Other duties include: attending weekly meetings to relay necessary information to all NMC employees, assign tasks to ensure NMC processes and workflows are completed in a timely fashion, and provide the management team with key data/metrics regarding the performance of the Network Management Center.  Provide overall management of other operational functions associated with leading a network support team that monitors and manages the performance levels of the network.  Provide technical operational leadership for services which include local exchange services, Internet, voice, video, digital transport and IP-based services.  Provide expertise to monitor, troubleshoot and diagnosis/repair network events in a timely manner.  Create and update Standard Operating Procedures (SOPs) along with all supporting documentation as needed.   Work with the Network Systems Shift Managers in their professional development as leaders. 

Perform any additional job-related duties needed to help drive our vision, fulfill our mission, and provide our Members and Customers with industry leading customer service.

Required Skills:

Working knowledge of Windows Server, Linux Server and Virtualization Technologies.  Familiarity with DNS, SNMP, SMTP, Radius, NTP, and network security technologies.  Must be detail oriented, possess excellent interpersonal communication skills and have strong troubleshooting skills.  Must also possess the ability to successfully manage multiple projects and priorities simultaneously.  Ability to provide superior customer service in a responsive and professional manner.  Excellent verbal and written communications skills a must. Possess leadership skills to manage a team of technical experts.  Ability to manage a budget and provide input and strategic recommendations to the Executive team.

Qualifications:

Possess a minimum of a (2) year degree in Management, Telecommunications, Engineering, Computer Science or related field along with a minimum of (4) years’ experience in network operations/management.  Remain on-call 24 hours for emergencies or service impacting network events as needed.

Work Conditions/Equipment:

Most work performed indoors.  Physical activity consists of normal office work and occasional lifting up to 30 pounds.  Utilization of basic office machines and computer equipment.  Regular travel is not anticipated, however occasional local and regional travel may be necessary to complete a job task or assignment.

Other Responsibilities:

• Provide excellent customer service to all customers and Member companies
• Assist with the development and training of NMC Shift Managers and employees
• Provide coaching and conduct regularly scheduled 1:1’s and reviews with employees
• Lead a group of skilled individuals to handle functions associated with provisioning, installation, network operations, capacity monitoring, and the use of various NMC tools including network management systems, ticketing and network monitoring
• Ensure documented processes and procedures are being followed correctly
• Provide a strategic vision for the NMC 
• Ability to drive metric-based performance
• Propose and manage a budget as approved by leadership

Direct customer interaction, assistance and escalation will be required