Network Operations Shift Manager

We are seeking a skilled Network Operations Shift Manager to oversee 24/7/365 network operations. The successful candidate will coordinate shift workers, ensure continuous site monitoring, handle corrective intervention tickets, and provide Tier 2 network support, including escalation management.

• Experience: 3-5 years of experience in coordinating shifts, managing resources, and optimizing workforce schedules.
• Technical Expertise: Substantial experience in network operations with a focus on site monitoring, corrective intervention, and Tier 2 support.
• Key Performance Indicators:
• Vendor Performance: Monitor and ensure vendor deliverables meet daily performance standards.
• SLA Management: Ensure power availability and alarm visibility align with service level agreements.
• Incident Management: Achieve targeted metrics for Mean Time to Repair (MTTR) and Mean Time to Detect (MTTD).
• System Uptime: Maintain optimal NOC systems uptime.
• Network Monitoring: Maintain 24/7 vigilance on network infrastructure to proactively identify and resolve potential issues.
• Shift Coordination: Manage and optimize shift schedules, ensuring continuous network operations and effective resource utilization.
• Issue Resolution: Handle corrective intervention tickets, diagnose network problems, and implement solutions to minimize downtime.
• Tier 2 Support: Provide advanced network operations support, resolving complex technical issues within the defined service level agreements.
• Escalation Management: Manage escalations efficiently, documenting and communicating with relevant stakeholders.
• Vendor Coordination: Collaborate with higher-tier support teams and external vendors for seamless operations.

Core Competencies Experience:

• Shift Coordination: Proven ability to effectively manage shift workers, ensuring seamless transitions and consistent network coverage.
• Resource Management: Expertise in scheduling and optimizing resources for round-the-clock network monitoring.
• Technical Proficiency: Strong background in network operations, with hands-on experience in monitoring tools and troubleshooting.
• Problem Solving: Skilled in resolving network issues efficiently and minimizing service disruptions.
• Communication: Strong ability to convey technical information clearly to both technical and non-technical stakeholders.
• Escalation Handling: Competence in managing escalations, ensuring timely communication and resolution of critical incidents.
• Vendor Collaboration: Experience working with higher-tier support teams and external vendors.