Regional Director, NOC

September 18, 2024

Nitel

San José

OTHER

Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (Naa S). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us!

the position
In this fast-paced, hands-on role, you will build and lead a team of professionals who will provision, validate, and maintain efficient, high-quality managed services 24/7/365. You will respond to and resolve network events, plan and drive preventative maintenance and be responsible for network performance from the core to the customer.
You will configure, monitor, troubleshoot, and problem solve network problems as well as plan, direct, maintain and coordinate network installation, maintenance, and operations.

your playbook

Direct and oversee the implementation of large programs and projects.
Hire, mentor, and lead technical teams to achieve organizational objectives.
Provide daily oversight and support of NOC managers and technicians, providing direction on workload priorities and technical assistance as needed.
Offer highly technical, hands-on expertise; 30% individual contributor and 70% leadership/supervisory.
Ensure processes, escalation paths, and systems are enabled to quickly resolve network issues and events with a high sense of urgency and customer care.
Work with internal and external partners to enhance, develop and deliver tools and systems to increase efficiency, help standardize processes and improve network operations.
Drive service that meets and exceeds SLAs that aligns with our customer-first service vision.
Steer productivity improvements by transforming and growing operational capabilities, developing talent, setting, and driving KPIs, growing strong partner relationships, and delivering increased efficiency and scale.
Create and maintain repeatable, reliable processes and team culture to assure consistent and predictable team performance.
Ensure procedures for all NOC teams are documented, kept up to date, and are well communicated.
Ensure that operational metrics and reports are accurate and delivered to stakeholders.
Cultivate innovation, creativity, teamwork, and professional growth of the NOC organization.
Maintain strong standards of productivity, accountability, and morale.

skills you bring to the field

Bachelor’s degree in computer science, Information Technology, or IT-related field, or equivalent experience
7+ years’ experience leading a NOC team.
Experience managing NOC shift rotation to ensure 24x7x365 coverage while serving as point of escalation for the team
Strong organizational, planning and people management skills including coaching, promoting teamwork, resolving conflict, and conducting performance evaluations
Proven experience managing and supporting a technical team
Excellent verbal and written presentation skills
Motivational skills and the ability to supervise and lead a team of NOC personnel
Creative thinking, to be able to produce innovative ideas to improve NOC standards and procedures
Love of a fast-paced, dynamic environment
Strong technical knowledge in the areas of networking (SD-WAN, Firewall, Vo IP, MPLS, Layer 2 networks, Access-Circuit troubleshooting, Dynamic Routing) and IP protocols (BGP, IGP, OSPF, IS-IS, MPLS, IP addressing, DNSs, IP-VPNs)
Strong experience in SD-WAN platforms (Cisco Viptela, Barracuda, Vera, Velocloud) but good firewall experience is a good substitute for SD-WAN experience (NATs, VPNS, Access Rules, URL Filters, Geo Filters)
Cisco data equipment experience and certifications (CCNA, CCNP) a plus
Knowledge of SONET, CWDM, and DWDM Optical Networking
Excellent problem-solving skills (fault isolation, problem resolution and root cause analysis)
Demonstrated experience using support/helpdesk ticketing systems and meeting SLA targets
Ability to establish and maintain cooperative working relationships with other departments, services providers, company, and vendor support organizations
Outstanding judgment and the ability to interact in a stressful and challenging environment
Must be available to work non-standard business hours/shifts and be willing to participate in work shift rotation for the occasional shift coverage during holidays or other (i.e., time off vacation, sick, etc.), and on-call rotation

your victory dance
Key Success Factors (KSFs) are parts of the role that contain metrics. Include:

Maintain MTTR (Mean Time to Repair) goal of 18 hours or less.
Maintain CSAT (Customer Satisfaction Score) of great than 4.0
Maintain NOC case response time of less than 30 minutes for circuit related cases and 2 hours for all other case types.
Maintain average call queue hold time average of less than 30 seconds.

our rally cry