Job description

About Your Role:

The Manager of Network Operations is responsible for managing the daily operations of the NOC at a manager’s level to achieve department and corporate objectives. Candidates should be available for manager escalations from on-call or remote off-hours work as the NOC handles inbound inquiries for our base 24 hours a day, 365 days a year. Network Operations provides around-the-clock surveillance, troubleshooting and maintenance at our newly built Network Operations Center (NOC). Customer service is the hallmark of Spectrotel and therefore qualified candidates shall be responsible for delivering best in class service to our valued customers and providing leadership to technician providing support for Spectrotel’ s robust suite of voice, data, and managed services products.

About Spectrotel:

Spectrotel is a leading national next generation aggregator of voice, internet, cloud communications and managed services. Spectrotel aligns suppliers, agents, and customers, through the use of Spectrotel’s aggregation platform to bring out the best of each to maximize customer success and experience. We are the “Network of Networks” and have achieved this through the committed, passionate and driven team of associates that make up the Spectrotel team.

We are proud of having created a unique and valued experience for some of the most well-known brands throughout the country by providing exceptional service and technology solutions crafted to meet and exceed their business needs. We owe our success to a set of simple principles: integrity, honesty, flexibility, and ambition. It is the embodiment of these traits that make Spectrotel a distinctive integrated solutions company.

As a privately held company we seek individuals who can help contribute to the company’s success. This means you are not shy, you like rolling up your sleeves, digging in, and helping solve problems, you feel energized when you present an idea and most importantly you are persistent, passionate and never satisfied with the status quo.

Responsibilities include but are not limited to:

• Daily assignment, scheduling, and distribution of case workload and inbound calls to department personnel.
• Ensure that assigned tasks and responsibilities are completed by employees per expectations.
• Measure, monitor, and manage employee’s performance against management objectives using accepted Key Performance Indicators (KPIs).
• Respond to internal escalations within 1 hour.
• Handle manager level escalations with LECs and other vendors.
• Verify and approve time sheets and time off requests.
• Mentoring and on-the-job training of employees.
• Administer employee performance reviews and other personnel actions.
• Quality control inspections and coaching of team members.
• Prepare and modify SOPS in the departmental knowledge base.
• Communication and training to team members of all SOP additions and changes.
• Single point of contact for escalations from team members.
• Perform other duties as instructed.
• On call for all products and services.

Qualifications Required:

• Bachelor’s degree or equivalent education and/or experience.
• 3-5 years’ experience supporting voice and IP services in a Service Provider environment.
• 3-5 years’ experience supporting carrier services including working with carrier field technicians.
• 3-5 years’ hands on experience with CISCO, JUNIPER, FORTINET, MERAKI and/ or various other vendor equipment.
• ·3-5 years’ hands on experience with SD WAN services: i.e., VELOCLOUD, BIGLEAF, and FORTINET GW.
• 3-5 years’ experience managing or supervising the activities of subordinates.
• Ability to manage multiple tasks and remain in control during urgent/emergency situations.
• Organizational skills and abilities to manage a team of technicians.
• Working knowledge utilizing Microsoft Office, notably Excel and Word.
• Capable of generating new ideas and continuous improvement efforts.
• Excellent verbal and written communication skills.
• Flexibility in scheduling for on-call and off-hours remote work.
• Demonstration of a “customer first” attitude.

Preferred Qualifications

• Bachelor’s degree or equivalent experience

Equipment Experience

• CISCO, JUNIPER, FORTINET, MERAKI and/ or various other routers and firewalls
• VELOCLOUD, BIGLEAF, and FORTINET GW SD WAN devices
• 8X8, COREDIAL, INTELEPEER, and BROADVIEW/WINDSTREAM carrier portals
• BEC and CRADLEPOINT IOW devices
• SIP, SIP TRUNK and MGCP VoIP protocols

Spectrotel is an Equal Opportunity Employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Neptune City, NJ 07753: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel: 5 years (Required)
• Supervising experience: 5 years (Required)
• Cisco routers: 5 years (Required)
• VoIP: 5 years (Required)

Work Location: One location

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