*NOTE: Please complete the entire online application, even if submitting a resume.

General Summary:

Provides overall direction and leadership for Golden West’s 24x7 Network Operation Centers. Responsible for developing and executing long-term improvement plans related to provisioning, monitoring, and SLA delivery. Oversees the design, implementation, and maintenance of Golden West’s network and supporting infrastructure. Develops, coordinates and monitors the operational procedures and processes of network engineering and operations staff to ensure reliable and timely design, installation and maintenance of network infrastructure. Manages the performance of assigned Network Engineering and Network Operations staff.

Essential Job Functions:

• Provide clear direction, tactical and strategic goals for the NOC related to infrastructure monitoring, triage and technical support.

• Develops and implements formalized processes and procedures within the network engineering and operations work groups.

• Allocates and assigns network operations resources to meet the needs of project timelines and due dates.

• Coordinates the commissioning and maintenance of network equipment and facilities including transmission, switching, and subscriber carrier (DLC) systems.

• Directly oversee the NOC Tier II and OSS Tooling personnel, including daily tasks, goals, and employee performance management.

• Act as liaison to other facets of the company, such as Engineering, Operations, Customer Service and Management.

• Ensure all issues follow necessary escalation path and are resolved quickly.

• Acts as third level support for all escalated issues.

• Analyzes network operations and makes recommendations for improvements to the network, equipment, personnel and procedures.

• Facilitate timely and accurate communications among Company’s operational groups.

• Ensures all assigned staff are kept informed of the goals, plans, and changes within the organization.

• Coordinate scheduling of maintenance with Golden West’s operational groups and/or external companies.

• Plans, schedules and approves maintenance related activity on the network.

• Develop procedures and appropriate training to improve operational support and reporting. Implement formal cross-training processes.

• Analyze process performance using a continuous improvement philosophy to meet the operational needs of the organization.

• Perform root cause analysis to identify and recommend operational changes to the management team. Implement these changes in coordination with other management staff.

• Prepare and communicate status and performance reports to staff and other management teams.

• Prepare and communicate statistical reporting of KPIs.

• Coordinates job safety and other training programs for assigned staff.

• Provides mentoring, direction and guidance to the NOC Supervisor.

Other Responsibilities:

• Provide guidance and mentoring of NOC Supervisor as it relates to the assignment of daily activities and NOC performance.

• Maintenance window scheduling, approval, and related ITIL/ITSM tasks.

• Perform all other related duties as assigned by Management.
   

Knowledge, Skills & Abilities:

• Demonstrated experience in a support environment providing excellent customer service to internal or external technical clients.

• Working knowledge of operational support escalation and best practices.

• Working knowledge of ITIL and ITSM.

• Working knowledge of telecommunications Central Office Electronics operations and maintenance.

• Working knowledge and understanding of Central Office facilities including power and HVAC.

• Working knowledge of the install and repair of network equipment including transmission, voice switching, and subscriber carrier systems.

• Working knowledge of the SONET, IP, MPLS, and Ethernet aggregation technologies.

• Working knowledge of various circuit technologies including DS0, DS1, DS3, OC-X and Ethernet.

• Knowledge of various copper and fiber distribution technologies including xDSL, POTS, PON, Active-Ethernet, and HFC/RF/DOCSIS.

• Working knowledge of various NMS systems and tools including Manager-of-Managers systems and Element Management Systems.

• Knowledge of Virtualized server environments such as VMWare.

• Ability to direct a team to perform maintenance, cutover, or scheduling activity of network infrastructure in accordance with Company guidelines.

• Experience with Network Systems automation tools and techniques related to provisioning and troubleshooting a heterogeneous network.

• Ability to communicate with co-workers and various business contacts in a professional and courteous manner.

• Ability to read and interpret documents such as maps and maintenance instruction manuals.

• Management and supervisory skills required, plus the ability to plan and prepare.

• Exposure to Quality Management principles including TL9000, zero-defect production, Six-Sigma, TQM, continuous improvement models or equivalent QM philosophies.

• Knowledge of Lean and Agile management philosophies and methodologies.

• Knowledge of DevOps, Scrum, Scrumban philosophies and methodologies.

• Experience designing work flows or processes around mixed skill sets.

• Must be organized and able to multi-task with attention to detail and the ability to provide follow-up.

• Ability to read, analyze and interpret all forms of information.

• Effective communication and strong interpersonal skills required.

• Must be able to lead a team effectively and influence without authority and work within a team environment.

• Must demonstrate tact and diplomacy.

• Ability to be flexible and handle ambiguity required.  

• Must possess strong problem solving and resolution skills.

• Knowledge and experience with Microsoft Office products including Word, Excel and Visio.

• Must be able to work independently and make sound technical decisions using the information at hand.

• Must live in a Golden West Exchange.

Education and/or Experience:

• 7+ years of direct network operations or engineering work experience required.

• 3+ years of supervisory experience required.

• Bachelor’s Degree in Computer Science, Computer Engineering, or equivalent work experience required. Master’s Degree preferred but not required.

   

Certifications, Licenses, Registrations:

Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s policy carrier.

Other Qualifications and/or Credentials:

• Project management certification preferred but not required.

• Cisco certification preferred but not required.

Physical Requirements:

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.