Job Description :
NOC Technical lead Location: Broomfield, CO/Dallas, TX Duration 6 Months Job Description and Core Responsibilities: The NOC Technical lead will be responsible for managing a team of 4 NOC Technical Specialists responsible for the delivery and management of Dispatch Screening and Customer Maintenance services in a Telecom service delivery environment. The Technical Lead will support cross functional teams providing Tier One/Two level Screening and Dispatch services aligned with customer requirements, SLAs/KPIs and performance metrics. Shall have overall responsibility for ensuring the delivery of complex Voice and Data service orders across single or multiple customer site locations and carrier networks as well as coordinating internal and external resources to ensure timely resolution and reduced time to repair customer related service issues. Provide Technical oversight of assigned staff, manage a team of 4 providing customer support across a multi-tiered/multi-site organization working with Network/Repair Technicians and Field Operations. NOC Technical Lead Role Accountability and Requirements: Experience in Telecom E2E "Order to Activation" or Network OPS/ Monitoring and Surveillance environment, Experience with Data and Voice in a Tier One and Tier 2 NOC Environment. Telco Service Provider Experience in areas of; Order Management, Network Inventory, Provisioning, Circuit Design, Install, Activation and Customer Premise Equipment Ordering/Install/Troubleshooting and IT Service Management. Excellent communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations. Demonstrate Leadership, Take Accountability, work independently and make decisions where necessary. Successful delivery against commitments and deadlines. Promotes and supports standardization and continuous process improvement. Demonstrates a good understanding of the relationship of own specialization or area of responsibility to the organization. Takes customer expectations and requirements fully into account when making proposals and/or carrying out work responsibilities. Facilitates discussion and compromise to establish agreed decisions and actions. Ensures that other members of the team as well as management are sufficiently informed. Demonstrates a clear commitment to service delivery and a great customer experience. Continually measures progress against targets and deadlines in addition to quality standards. Always considers the impact of decisions and actions on the customer. Effectively manages customer expectations, requirements in line with industry best practices, manages to customer dates and timelines. Understand and apply standard trouble shooting techniques. Proficient in Microsoft Suite of products (Excel, Word, PPT and Visio Essential Duties and Responsibilities of the Role: Consults with internal teams such as Sales, Network Operations, Sales Engineering, Field Operations, Technical and Engineering departments to understand Customer requirements, Creation and Management of Network Trouble Ticketing, Dispatch, Workflow and Service Order Management systems with information as it is provided. This includes, but is not limited to work order status, obtaining access to premises, and scheduling/dispatching Technicians to customer site for Service Outages and Interruptions and Repair. Provides status updates to Customers, Management and 3rd Party/Partners, keeping them informed of Service Order/Dispatch Ticket and status and progress. Identifies process/system improvements, makes recommendations and implements Quality Assurance/Control Procedures. Perform trouble isolation for customers and engage technical assistance teams as needed. Works with software and hardware tools to remotely analyze, troubleshoot, identify, diagnose and resolve technical service/network problems prior to dispatching local technicians to customer site. Reviews and discusses service and equipment requirements, evaluating customer needs and suggesting additional/alternative services as appropriate. Experience supporting Install, Maintenance/Repair and Testing for residential/small business telecommunication service such as (POTS, Hi CAP and DSL circuits Reads and interprets customer service orders, repair tickets, technical (i.e., mechanical, electrical, digital) drawings, maps, diagrams, etc. Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organization Ability to maintain confidential information and communications Scheduling and Coordinating CPE equipment ordering, Field Engineering to perform (ISP) Inside Wiring and Building Extension at customer premise as well as Field Ops and Repair Teams. Communicate customer requirements to other cross-functional technical teams, project stakeholders, including dependencies to meet Dispatch and Mean Time to Repair. Perform critical path analysis for projects to calculate, identify and manage all aspects of the service delivery while mitigating risk. Acts as the second level of escalation for the Team and evaluates all orders for further escalation to Tier3 and 4 level issues for orders that do not go as planned. Follows up with customers after delivery of service to ensure that service has been delivered to the customer's satisfaction and to engage upstream technical support if off if needed future Network Operations or Maintenance support. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the company. Provides functional advice, training/cross training and knowledge sharing to team members to ensure a predictable customer experience. Occasionally works outside of normal business hours to accommodate customer delivery specifications. Completes special projects and other duties as assigned to support the business. Ability to communicate professionally through all types of media with customers, vendors, managers, and associates. Must exhibit poise, composure, and confidence when confronting high-pressure or stressful situations. Ability to work independently and within a team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness. Technical aptitude and strong computer skills, with the ability to maneuver through various operating systems and have problem solving and troubleshooting skills. Builds company image by collaborating with customers and employees; enforcing ethical business practices. Track organizational priorities, organize meetings, track action items and as needed create reports, presentations, and other activities as dictated by the business need. Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely resolution and contractual fulfillment of customer requirements. Ensure actions are identified to prevent customer impacting issues. Preferred Experience, Knowledge and Qualifications: Preferred DSL/DSLAM Vendor Experience Lucent, Alcatel-Lucent, ADTRAN and Calix Experience with JIRA/Confluence/Microsoft Teams or other Project Management tools. Salesforce and Remedy or other Telco related service ticketing and dispatch tools. Order Management and Workflow systems and tools typically used within a Tier One Telecom/Cable or Service Provider environment. Experience with COTS or Customized Telco Service Diagnostics Tools, Dashboards and Loop Testing/Troubleshooting and Screening tools for Data and Voice Circuits. PMP and/or experience with Project Management methods and procedures Process Optimization and Process Improvement methodologies, standards and procedures. Broad experience in Network Operations, Monitoring and Surveillance, Provisioning, Circuit Design and Assignment, Scheduling and Coordination in a Technical Repair and Dispatch environment. 2-3 years of Project Management experience managing complex projects, Strong Organizational skills. Understanding of OSP/ISP construction Understanding of Telco Service Provider and Carrier Install/Repair and test and turn-up procedures. Degree or 5-7 years of relevant Telecommunications experience. Peter NR Consulting LLC 30 N. Gould St., Suite 7564, Sheridan, WY 82801 Contact # I Fax # Email: * I Website: