Pavlov Media is looking for a forward-thinking, versatile, and service-oriented leader to join our team as NOC Manager at our Champaign, IL headquarters. The NOC Manager is responsible for all aspects of operational performance in the Network Operations Center (NOC) and oversees the staff and systems used to provide 24x7x365 support to a diverse set of customers in 44 states and Canada.

We are seeking an outgoing manager who thrives in a fast-paced environment and who can lead a team of technical experts to respond to overlapping projects and issues. This position requires an onsite presence.

Primary Responsibilities

Leadership

Assist with the recruiting and hiring of network technicians
Develop training programs to enhance the skillsets of network technicians and engineers
Cultivate a culture of operational excellence and relentlessly focus on employee growth
Effectively identify areas for operational improvement within the team and develop solutions
Participate in continuous improvement initiatives to enhance service, efficiency, and profitability
Participate in inter-departmental meetings, conferences, and planning
Communicate effectively with management about any network events
Measure and report on success metrics of the team
Perform other duties as assigned

Customer Service

Develop and maintain processes with escalation paths to ensure that issues are handled promptly and appropriately
Function as an escalation point for network outages by assisting with team coordination to reduce overall downtime

Project Management

Develop project timelines, project plans and checklists to ensure schedules are achieved within budgetary constraints
Meet the milestone deadlines set by project managers and clients for deployments activities
Communicate changes, enhancements, and modifications through written documentation to project sponsors and other stakeholders so that issues and solutions are understood

Technical Ability

Strong understanding of network cabling standards, network topologies, and network troubleshooting skills
Advanced knowledge of TCP/IP
Thorough understanding of LAN and WAN technology
Understanding of OSI model

Education and Experience Requirements

Bachelor’s degree in a related field required or equivalent relative experience will be considered
Proven leadership experience
Five (5) or more years of experience managing customer support teams or ten (10) as a senior network operations center engineer/senior role
Proficiency with Microsoft Office Suite
Ability to work under aggressive deadlines and shift priorities as required to meet business requirements and deadlines

Desired Skills

“Customer First” service-oriented approach
Experience in the Telecommunication industry is a plus
High-level communication skills: professional communication, demeanor, and appearance
Time management and multitasking abilities
Reliable and responsible team player
Ability to communicate effectively both verbally and in writing
Strong analytical and problem-solving skills
Adaptable and participative in positive, continual changes in process or procedures

Apply online at pavlovmedia.com/careers

Pavlov Media is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline or discharge will be based on merit, competence, performance, and business needs.