BCM One, Inc Hiring for NOC Manager (Network Operation Center) Job at Remote Full Time

About BCM One:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, and SkySwitch.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 3 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Job Description:

BCM One is seeking a Network Operation Center (NOC) Manager to oversee operations in our redundant locations in Philippines and El Salvador.

The NOC Manager is required to have a permanent residence in the US. Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time.

Department/Team Background:

Our dual NOC supports the 24x7x365 global operations of a diverse telecom platforms supplying Hosted VOIP, SIP, SD-Wan and Managed Network Services. The NOC is the focal point for monitoring and managing the status of the client networks, receiving support calls for connectivity issues, performing incident management and service restoration activities using a suite of automation tools and working with connectivity Suppliers. The NOC also provides proactive problem management and customer reporting. Service issues that cannot be resolved by the NOC Tier 1 and 2 support are escalated to internal Tier 3 support for advanced troubleshooting and resolution.

Position Summary:

Our NOC Manager will lead the Network Operations Center (NOC) staff to enable mission essential operations that facilitate the prompt detection, resolution, escalation, and reporting of service impacting events and incidents.

What you will do:

· Lead the NOC Tier 1&2 team ensuring network reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and ‘readiness of network components and vendor services.

· Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained, including training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).

· Coordinate, monitor and track all Operation team tasks including incident management, repair, and maintenance, closing incidents, preventive maintenance, and resolution of customer issues.

· Ensure customer expectations are met when networks are upgraded, modified, or decommissioned. Work closely with network engineering, operations personnel, Implementation and Product Development to ensure network reliability, customer satisfaction and support other functional teams to meet program objectives.

· Analyze, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.

· Drive proactive Problem Management and Continual Service Improvement (e.g., implement programs to monitor utilization for a specific service and intervene prior to overutilization impacting that service.

· Functional responsibilities for all aspects of Network Operations Center staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development.

· Ensure that NOC personnel are implementing effective Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.

· Provide technical networking expertise & strong troubleshooting skills to the team and ensure that personnel possess and grow their technical skills to perform their roles.

· Work closely with network engineers, Product Development, Field Operation Personnel, and Implementation to ensure network integrity and reliability.

· Select and mentor Shift Leads and participate in career development and coaching

· Ensure timely response to customer inquiries for assistance, coordinate potentially impacting long haul vendor service maintenance or repairs with customer and program personnel and maintain peer level relationships with our customers.

· Support the staffing, onboarding, training, development, and performance management of the NOC staff.

· Participate in Knowledge Management, coaching, improvements and customer status and reporting.

· Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies, and processes (currently Autotask).

· Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets, and service-affecting issues.

· Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications.

· Work with Tier 3 Manager to improve Tier 1 and 2 troubleshooting and repair procedures.

· Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs. Drive and support Continual Service Improvement.

· Maintain Operational Awareness and keep the NOC team well informed regarding network issues including MTTR, PMs, personnel issues, SLA compliance, and required reporting, Large Scale Outages, and customer satisfaction issues.

What you will need:

· Minimum 5-8 years Telecom experience, including 3-5 years of prior field technician, network operations center, or relevant experience

· Extensive technical knowledge of networking and network security technologies and protocols

· Skilled utilizing Network Management tools preferably including Logic Monitor

· Skilled utilizing ITSM ticketing products preferably including Autotask

· Three (3) years managerial experience for teams of ten or more technical people

· CCNA certification preferred

· ITIL v3, CCNP certifications are preferred

Additional Skills Needed:

· Customer Service Focused – the ability to deliver sustained high performance and high levels of customer satisfaction

· Analytical thinker, Metrics Driven

· Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations

· Strong problem-solving skills, critical thinking, excellent analytical ability

· Team building, mentoring and coaching skills

· Ability to communicate both verbally and in writing in a clear and concise manner

· Work well under pressure with differing levels of Management

· Ability to maintain confidential information and communications

· Exposure to other network monitoring systems and IT Service Management

· Proficient in Microsoft Office applications (Work, Excel, PowerPoint)

· Proficient in data reporting and analysis

Required Education/Experience:

· Bachelor’s degree and 5 to 10 years of relevant experience.

· Experience managing a NOC and/or providing at least Senior Engineering level support in a large scale, complex, high-performance network, is acceptable.

Work Locations: 100% Remote

Why BCM One:

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. ​​Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.

• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.

• We believe in developing our team and offer many opportunities for training and development.

Our Employees are Heard

• We empower our team members to speak up and look for opportunities in challenges

• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

Job Type: Full-time

Pay: $100,000.00 – $160,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Experience:

• Network Operations: 5 years (Required)

Willingness to travel:

• 25% (Required)

Work Location: Remote