ESSENTIAL JOB FUNCTIONS MAY INCLUDE:

• Responsible for the daily oversight and support of Metronet NOC technicians, providing direction on workload priorities, ticket queues, and technical assistance as required.
• Act upon network events with a high sense of urgency and customer care
• Provide technical assistance and guidance during network events, engaging next level technical resources and management as appropriate
• Communicate with customer and partner-provider NOC management and technical personnel to quickly resolve network issues and restore service
• Escalate effectively during network events, as well as maintain order in a high-pace network environment
• Ensure accurate and regular communications to Metronet associates and customers during network events.
• Ensure that NOC personnel are implementing effective Event and Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.
• Ensure timely response to customer inquiries for assistance, and request for RCA reports.
• Participant in Network Operations Center staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development.
• Participant in process/procedure development and best practices as it pertains to network monitoring, ticketing, and trouble resolution
• Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications

JOB QUALIFICATIONS AND REQUIREMENTS:

• Successful candidate will have a solid understanding of Ethernet & IP/MPLS protocols and prior experience with DWDM/core transport networks.
• Successful candidate will have prior hands-on experience with EMS, NMS, ticketing systems, and other network tools.
• Experience with Nokia, Adtran, Calix, Cisco and/or Juniper equipment is a plus.
• Knowledge of Metasolve M6 workflows, tasks, CLRs, and best practices is desirable.
• Must enjoy a dynamic a continually changing work environment and willingness to adapt to changes in priority and focus.
• Willing and able to work any shift in a 24x7x365 environment.
• Clear and concise verbal/written communications skills is essential
• 5+ years working in a NOC environment in the telecommunications industry.
• Bachelor’s degree or equivalent experience in telecommunications, electronics, computer science or business.
• Knowledge of ITSM principles and methods is desirable.

Metronet and Vexus Fiber is an Equal Opportunity Employer

Metronet and Vexus Fiber is a Veteran Friendly Employer

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