Manager, NOC 911 - Sinch

As the Manager for NOC 911, you will lead a team responsible for the alerting/monitoring, operation, maintenance, and support of our critical emergency communications services including ESGW, NextGen, and VPC. Your role will be pivotal in ensuring the uninterrupted operation of our 911 systems, which play a crucial role in connecting individuals in distress with emergency responders. With your strong leadership skills and technical expertise, you will oversee the NOC team in monitoring, troubleshooting, and resolving network issues to uphold the reliability and availability of our emergency services.

Requirements

NOC Operations Management:

• Lead and supervise the 911 NOC team, providing guidance, support, and mentorship to ensure effective performance.
• Establish and enforce operational procedures and protocols to maintain 24/7 coverage and response readiness.
• Oversee shift scheduling, staffing levels, and resource allocation to meet operational requirements.

Network Monitoring and Incident Response:

• Monitor the performance and health of 911 network infrastructure, including telecommunications, data networks, and related systems.
• Respond promptly to network incidents, outages, and alarms, initiating troubleshooting and resolution efforts to minimize service disruptions.
• Coordinate with internal teams, external service providers, and emergency response agencies to expedite incident resolution and restore service.

Proactive Maintenance and Optimization:

• Implement proactive maintenance schedules and procedures to prevent network issues and optimize system performance.
• Conduct regular performance assessments and capacity planning exercises to identify potential bottlenecks and scalability concerns.
• Collaborate with engineering teams to implement network upgrades, expansions, and technology refresh initiatives.

Documentation and Reporting:

• Maintain accurate documentation of network configurations, procedures, and incident reports.
• Prepare regular reports on NOC performance metrics, incident trends, and service level adherence for management review.
• Analyze data to identify areas for improvement and make recommendations for enhancing network reliability and efficiency.

Compliance and Quality Assurance:

• Ensure compliance with regulatory requirements, industry standards, and best practices governing emergency communications networks.
• Conduct audits and quality assurance checks to verify adherence to operational standards and security protocols.
• Participate in internal and external audits, providing documentation and evidence as needed.

Continuous Improvement

• Proactively identify opportunities to enhance processes, tools, and capabilities.
• Drive initiatives to improve incident response times, minimize downtime, and increase overall resilience.

Stakeholder Management

• Act as the primary point of contact for stakeholders during incident response efforts, providing regular updates and ensuring transparency.
• Collaborate with cross-functional teams, including IT, security, and business units, to align NOC management activities with organizational objectives.

• Manage escalations and assist in issue/ticket prioritization for technicians.
• Build strong relationships with operations, customer care, engineering, sales and management, as well as establishing meaningful relationships with key external vendors and clients.
• Interact with customers, carriers and vendors in resolving trouble tickets and deploying new equipment.
• Foster an environment of knowledge sharing within the NOC and all Sinch personnel.
• Complete alternate assignments as required.
• Provide training as necessary.
• Meet or exceed company defined KPI’s.

Education & Experience:

• Bachelor's degree in computer science, information technology, or related field (or equivalent experience).
• Proven experience in 911 and incident management, preferably in a fast-paced and dynamic environment.
• In-depth understanding of 911 services including ESGW, NextGen, and VPC.
• Strong analytical skills with the ability to assess complex situations and make timely decisions.
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
• Experience with incident management tools and systems.
• Relevant certifications (e.g., ITIL Foundation, Certified Information Security Manager (CISM), Certified Information Systems Security Professional (CISSP)) preferred.
• Previous experience in a leadership or supervisory role, with demonstrated ability to motivate and manage teams.
• Highly proficient in MS Software application, Excel, Word, and PowerPoint.
• Proven experience in network operations, preferably in a mission-critical or emergency services environment.
• Strong technical knowledge of telecommunications protocols, networking technologies, and IP-based systems.
• Excellent problem-solving skills and the ability to remain calm under pressure during emergencies.

Interpersonal Skills/Characteristics:

• Strong leadership and team collaboration.
• Exhibits a high level of initiative and resourcefulness.
• Excellent vendor management and escalation skills.
• Excellent organizational skills with multi-tasking abilities.
• Excellent written and verbal communication skills.
• Proven documentation skills with consistent accuracy of details.
• Superior customer service skills.
• Self-starter with a high energy level.
• Work effectively without supervision once trained.
• Prioritize and balance multiple projects and tasks.
• Manage time effectively and meet deadlines.
• Operate with a considerable degree of credibility and business sense.
• Exhibits high degree of dependability.

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

Our expert teams are built from some of the most experienced in the industry. We employ people from all over the world, from all walks of life and from all backgrounds. We work together, feeding on our diversity to make us stronger, and we encourage each other to be the best we can be. Innovation drives us, and we challenge ourselves every day. Get in touch and join us on our journey!

The annual starting salary for this position is between $95,000 - 105,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This position is also eligible for bonus. This role will be accepting applications until 05/20/2024 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.