NOC Manager Five9
THIS JOB HAS EXPIRED Join five9 Network Operations Center team for an exciting opportunity in a leading role in maintaining five9?s Cloud Call Center Services and Application Delivery. The NOC Manager will be leading NOC Technicians & Analysts and providing 24/7/365 days a year service to our internal & external customers. This position reports to the NOC Director.
Managing and developing NOC staff
Make hiring recommendations & decisions
Coordinate NOC work schedules and assignments
Develop & Maintain NOC SLA levels
Own the service alert/outage process
Provide production network and systems surveillance performing moderately complex fault management and configuration tasks in support of customers and customer supporting systems.
Accountable for the operational effectiveness of the NOC helping administer business processes, maintaining cross-functional working relationships and identifying opportunities for improvement
Owns root cause analysis
Provide staff training & mentoring in regards to NOC disciplines;
Documenting network events
Taking corrective action in response to alarms and traps
Performing network and systems configuration changes
Providing assistance Operations teams and Customer Success representatives.
Primary Production point-of-contact for vendors, service providers, carriers and partners
Documenting standard operating procedures & method of procedures
5+ years recent relevant experience providing customer support, performing maintenance, monitoring and configuration work, in a 7x24x365 technical operation environment.
Possess a good understand of the following disciplines;
Strong analytical and problem solving skills
Experience with CRM ticketing systems and coordinating workflow with other departments
Experience working with network & telecom vendor & service providers
Bachelor?s degree in computer science, engineering or related technical discipline or equivalent relevant work/military experience
Understanding of the following voice and data protocols: SIP/ISDN/MGCP/RTP/TCP/SDP/UDP/HTTP/DHCP/DNS/NAT
ITIL qualifications and experience
Data Center knowledge
Network equipment configuration (Cisco/Juniper/firewalls)
Systems OS, services and hardware configuration (DHCP/DNS/NAT Traversal/Linux/MS Windows)
Telecom equipment configuration (Media Gateway/SIP Proxy/AudioCodes/Sonus/AcmePackets)
||San Ramon, CA |
THIS JOB HAS EXPIRED