NOC Manager
US shift / Hybrid Setup

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Network Engineering NOC Manager working remotely in, Philippines, you will be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing

The NOC (Network Operations Center) Manager is a managerial support position working under the direction of NOC management staff. Essential responsibilities of the NOC consist of providing production network, systems and platform surveillance and performing moderately complex fault management and configuration tasks in support of customers and customer supporting systems. The primary focus is on managing the day to day operational activities and all outage bridges of the NOC. Supervising staff, including ensuring 24 by 7 support, recommendations for hiring decisions, facilitating employee skills development, resolving disagreements, motivating and making duty assignments are included in this job’s responsibilities.
Accountable for the operational effectiveness of the NOC, this position administers business processes, maintains cross-functional working relationships and identifies opportunities for improvement across all core infrastructure including network, voice and systems/platforms.

During a Typical Day, You’ll:

• Support and be flexible in work schedule as all NOC positions are shift work, this position also includes on call work.
• Monitor the network/systems, document network events and take corrective action in response to alarms and traps
• Perform network and systems configuration changes using standard technical methods and procedures
• Pro-active analysis, event and incident management ensuring all faults are resolved within agreed SLA.
• Provide assistance to NOC Engineers as an escalation point and as an information resource and drive outage bridges to resolution.
• Document and communicate network and systems event status using established systems and business practices
• Provide timely escalations and notifications as required by procedure
• Conducts trainings and mentoring sessions. Provides the highest level of support to the technical operations groups and junior level engineers.
• Ensure all job aids, SOP and knowledge based articles are updated
• Coordinate with Sustainment and Engineering on new projects handover
• Identify and maintain NOC business processes
• Provide supervision to the NOC staff
• Control NOC work schedules, duty assignments and time-off requests
• Manage working relationships with other business units and maintain effective cross-functional communications
• Maintain a service oriented environment focused on problem prediction, detection and resolution
• Complete additional tasks as assigned

What skills you’ll need:

• Relevant work experience: 3+ to 5 Years
• Education level: Associate Degree or higher
• Advanced WAN troubleshooting/problem determination
• LAN troubleshooting/problem determination
• Advanced knowledge of Cisco and/or Nortel Router
• Excellent understanding of routing and protocols
• Knowledge of VoIP; experience with Session Border Controllers, Cisco and Avaya VoIP Products.
• Knowledge on Microsoft Exchange technologies (O365/On Prem), Active Directory and Windows Server physical and virtual technologies.
• Knowledge in any of the following enterprise systems: VMware, VMware Horizon, Commvault, Cisco UCS, NetApp.
• ITIL Foundation Trained

About TTEC

Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don’t take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.

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