Manager - Service Operations Center
: Job Details :

Tuesday, November 5, 2024Lumos is looking for a full-time Manager - Service Operations Center! If you have experience as a tech lead or service lead, or providing support to teams in a NOC environment who's excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we're harnessing our technology to the best of our ability while broadening our scope leading a group of SOC Analysts that work with service technicians to install and repair single residential customers.The SOC Manager provides operational monitoring and reporting on infrastructure and performance metrics related to provisioning and repair of single customer network equipment and services. Leads the management and day-to-day operations of the Service Operations Center (SOC) Team with a focus on proactive service activation and service restoration. The SOC Manager will be responsible for further design, enhancement, and management of SOC capabilities.Remote Opportunity: We're looking for candidates in our existing service areas: Ohio, Kentucky, Virginia, North Carolina, South Carolina, Georgia, Alabama, or Florida. Typical daytime schedule with on-call rotation required to address evening and Saturday calls.Essential Functions: Identify, evaluate, recommend, and implement processes, procedures, and tools which will enhance existing monitoring capabilities and ensure a cycle of continuous improvement.Ensure adequate coverage SOC so that network operations are properly performed, and all incidents are reported and remediated in accordance with documented requirements.Develop and maintain policies, processes, and procedures to ensure reliable and effective SOC operations.Manage the development and delivery of SOC deliverables.Cultivate situational awareness of Network Operations for self and entire team - operations and security events that threaten the operation of networks or systems.Monitor and review event indications, warnings, and system logs and notify the applicable stakeholders in accordance with SLAs and SOPs.Support Network Operations Center (NOC) leadership in the pursuit of the team's mission.Manage, coach and mentor SOC staff to ensure employees are working as efficiently as possible while fostering a team-oriented environment.Adhere to and communicate HR policies and programs in collaboration with HR Manager.Perform regular 1:1s and Team Meetings, ensuring employees are aware of Company goals, their role in Lumos' success, that performance feedback is ongoing, and that there is measurable progress on individual objectives and employee development.Ensure smooth operations of SOC to include: the accomplishment of team deliverables, adequate coverage is provided by the team to meet its SLAs, and make necessary approvals of any timekeeping or time-off requests. Knowledge, Skills, and Abilities: Strong verbal and written communication skills.Demonstrated experience leading others or experience leading as a senior tech in an individual contributor role.CLEC/ILEC experience.Must possess an understanding of the overall CLEC/ILEC provisioning process for broadband equipment.Knowledge of, yet not limited to the: 5ESS, Broadworks, and BTS switches, ICMS, Yoda, and Voicemail systems. CHR, Zhone, Ribbon, C20, RDS Farm, Ciena, Adtran, Meraki, Calix. Other Requirements: Education: High School Diploma or equivalent required. Bachelor's Degree (BS) in a related field preferred.Experience: 10 years' experience in a provisioning, Network Operations Center (NOC) environment. 5 years' leadership or lead tech experience required. Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.We have: Comprehensive health, dental, and vision coverage.Competitive compensation packages, including bonus options for eligible positions.Paid Time Off and 12 Paid Holidays / Personal Days.Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).100% employer-paid life and disability insurance.Employee Assistance Program (EAP) with access to professional support for life's challenges.401K plan w/ up to 5% employer contribution and a self-directed brokerage option.Wellness program offering education and cash incentives for gym attendance and nutrition programs.Discounts on Lumos Fiber Internet for employees who live in our service areas. At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Job Family: Infrastructure and Supply Chain #J-18808-Ljbffr