NOC Assistant Manager - Communication Technology Services (CTS)
Greenville, SC 29607
About the Job
Communication Technology Services (CTS) is one of the largest integrators and managed service providers for enterprise cellular networks in the U.S., specializing in the design, installation and support of Distributed Antenna System (DAS), Small Cell, and 4G/5G Private Wireless Networks for Enterprise.
The NOC Assistant Manager plays a crucial role in shaping and optimizing the Network Operations Center (NOC) operational processes. This position is responsible for ensuring the efficient functioning of monitoring systems, overseeing NOC technicians, and facilitating seamless regional communication. In addition, the Assistant Manager leads project management initiatives to enhance NOC performance and service delivery.
This strategic role goes beyond daily operations, focusing on leadership, mentorship, and the continuous improvement of network performance, service quality, and operational effectiveness.
Key Responsibilities:
Process Development and Management:
- Design, implement, and refine operational processes within the NOC to enhance efficiency and effectiveness.
- Develop and maintain Standard Operating Procedures (SOPs) for network monitoring, incident response, and ticketing management.
Personnel Management:
- Supervise, mentor, and train NOC staff to maintain high technical standards and procedural compliance.
- Conduct performance evaluations and provide ongoing development opportunities to enhance team capabilities and knowledge.
Communication Liaison & Relationship Management:
- Act as the primary point of contact for regional coordination involving customer onboarding, installation, and operational concerns.
- Facilitate effective communication between the NOC and regional teams to ensure alignment in dispatch and resolution of regional issues.
- Serve as an escalation point for customer interactions and play a key role in customer onboarding and relationship development.
Project Management:
- Manage projects related to the setup, upgrading, and optimizing core operational platforms and NOC processes while taking on the lead on projects when necessary.
- Monitor project progress, allocate resources efficiently, and ensure timely achievement of project milestones.
Operational Oversight:
- Oversee the day-to-day operations of the NOC, ensuring adherence to customer Distributed Antenna System (DAS) and network availability requirements.
l Monitor system alerts and alarms and coordinate timely triage, response, and resolution to minimize downtime, SLA compliance and ensure network integrity.
Support and Administration:
- Maintain and update system databases, ticketing systems, and maintenance dispatch processes to ensure accuracy and efficiency.
- Provide administrative support and assist with billing as required, following directives from the NOC Manager.
Trend Analysis and Reporting:
- Conduct trend analysis on alarms and incidents to identify patterns and opportunities for process improvements.
- Prepare and present Monthly Reports on NOC performance and track project statuses to ensure alignment with objectives.
Required Skills and Qualifications:
- Attention to Detail: Demonstrated accuracy and thoroughness in all operational tasks and documentation.
- Communication: Excellent verbal and written communication skills, with the ability to collaborate effectively with regional teams and NOC staff.
- Experience: Minimum of 2 years in systems/network monitoring, process development, or a related role. Familiarity with CTS Operations Standards, Fiber/Passive DAS, and WLAN systems is essential.
- Education/Certifications: Relevant certifications (e.g., A+, Security+, Network+, Server+) or equivalent professional experience.
- Technical Skills: Proficient in Windows, Microsoft Office, Visio, and IBWave platforms. Strong problem-solving skills, with the ability to mentor and support field technicians effectively.
Skills/Talents Ranked (1-5):
- Process Development and Management (5)
- NOC Technician Management (5)
- Project Management (4)
- Regional Communication (4)
- Technical Troubleshooting and Analysis (3)
This position demands a balance of technical expertise, leadership, and strong communication skills to ensure the continued success and improvement of the NOC's operations.
