911 NOC Manager
Apply NowCompany: Frontier Communications
Location: Saint Petersburg, FL 33710
Description:
911 NOC Manager
At Frontier, seeing what's beyond the horizon is in our fiber. And we've been doing just that for over 80 years - connecting communities with emerging communications technology across the country. At Frontier, we're transforming our business to break new ground and taking the digital revolution across the nation. We've invested over $1.6B to roll out fiber-fast internet to 10m+ homes by 2025. We're growing our team so you can join us in exploring and opening new frontiers. Here, you'll have the opportunity to build a powerful foundation for America's future and yours.
What we're seeking:
This position will lead the 911 CCC center, the 911 Specialists, and the Network Engineers III.
The 911 center is responsible for 24x7x365 network surveillance and support of Frontier's 911 customer base. This is an integral part of Frontier's overall 911 NOC operation and the customer experience. The manager will oversee, mentor, and provide technical leadership to the team leaders and staff. The manager will support Sales, Marketing, Engineering, and Operations. This position is responsible for managing and directing the assets of the Frontier 911 network and ensuring the resolution of customer troubles in an expedient manner.
The Manager will also have responsibility for 911 Specialists who manage the relationships with PSAPs, are Tier 2 support during outage events, regulatory support, change management support, network migrations, and upgrades in the Frontier footprint.
The Manager will also have responsibility over the Network Engineers lll, who focus on providing technical assistance for Frontier-supported 911 customer premise equipment (CPE) and related hardware, including 911 selective routers, controllers, network, and other equipment associated with the delivery of 911 voice and data. They also serve as the subject matter expert for 911 CPE and related network elements and is available 24x7x365 to facilitate the timely resolution of trouble referrals requiring Tier II support
In this remote role, you will be expected to collaborate with peers as required but can work anywhere in the contiguous United States.
What we need in you:
The successful candidate will need to manage a fast-paced operation in a demanding customer service organization. You will also need to bring a focus on operational proficiency, employee management, working cross-functionally, and driving performance.
What you'll do:
What we offer:
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer include:
What background you should have:
Skills
Education/Experience
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values. We firmly believe in leveraging the strength of diversity to drive digital connectivity forward. If your background brings a unique perspective and value different from what we've outlined, we encourage you to apply and join us in our mission to #BuildGigabitAmerica.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
RSRFTR
At Frontier, seeing what's beyond the horizon is in our fiber. And we've been doing just that for over 80 years - connecting communities with emerging communications technology across the country. At Frontier, we're transforming our business to break new ground and taking the digital revolution across the nation. We've invested over $1.6B to roll out fiber-fast internet to 10m+ homes by 2025. We're growing our team so you can join us in exploring and opening new frontiers. Here, you'll have the opportunity to build a powerful foundation for America's future and yours.
What we're seeking:
This position will lead the 911 CCC center, the 911 Specialists, and the Network Engineers III.
The 911 center is responsible for 24x7x365 network surveillance and support of Frontier's 911 customer base. This is an integral part of Frontier's overall 911 NOC operation and the customer experience. The manager will oversee, mentor, and provide technical leadership to the team leaders and staff. The manager will support Sales, Marketing, Engineering, and Operations. This position is responsible for managing and directing the assets of the Frontier 911 network and ensuring the resolution of customer troubles in an expedient manner.
The Manager will also have responsibility for 911 Specialists who manage the relationships with PSAPs, are Tier 2 support during outage events, regulatory support, change management support, network migrations, and upgrades in the Frontier footprint.
The Manager will also have responsibility over the Network Engineers lll, who focus on providing technical assistance for Frontier-supported 911 customer premise equipment (CPE) and related hardware, including 911 selective routers, controllers, network, and other equipment associated with the delivery of 911 voice and data. They also serve as the subject matter expert for 911 CPE and related network elements and is available 24x7x365 to facilitate the timely resolution of trouble referrals requiring Tier II support
In this remote role, you will be expected to collaborate with peers as required but can work anywhere in the contiguous United States.
What we need in you:
The successful candidate will need to manage a fast-paced operation in a demanding customer service organization. You will also need to bring a focus on operational proficiency, employee management, working cross-functionally, and driving performance.
What you'll do:
- Handle escalations for 911 customer and network service troubles/outages 24 hours a day
- Evaluate and make decisions on the purchase and deployment of systems and applications used to monitor and support the 911 network
- Review of trouble tickets, maintenance schedule, and major service interruptions
- Post-mortem and root cause analysis input as needed
- Evaluate and document policy and procedure
- Direct monitoring, coordination, and escalation of any major or catastrophic conditions in Frontier's 911 network.
- Monitor and participate with colleagues in the Network Operations Center's team as a liaison for all vendor support issues that require escalation for reconciliation
- Direct multiple projects with various departments providing specifications and information on network systems
- Hire, evaluate, and work with individuals to develop their skills. Coach teams to improve results, review team objectives, and plan and evaluate resource levels and results. This also includes performance evaluations and goal reviews.
- Develop necessary budget criteria for upcoming and current years, and maintain the budgetary guidelines for all current-year budgets
- Development, documentation, and implementation of processes and procedures to establish national standards. Monitor team to make sure these standards are set and followed. Advise field personnel of proper procedures and assist with vendor changes, updates, and product recalls.
- Communicate with other departments as required to improve the coordination between these departments as well as the overall quality of service experience for our customers.
- Performance management; holds the team accountable to clearly achieve results through coaching and performance management while creating a culture of superior performance.
- Responsible for determining and fulfilling the needs of the team for employee development and training.
- Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required.
What we offer:
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer include:
- Salary Range: $54,000 - $184,000
- 20 PTO (Paid Time Off) days + 10 paid holidays per year
- Day one medical, dental, vision, and prescription drug plan
- 401k match of 50% on 6% of eligible compensation
- Same-sex spouse and domestic partner benefits coverage
- 10 weeks of paid parental leave, 3 weeks of paid caregiver leave, and up to $10k in adoption program assistance
What background you should have:
- Must be able to work in a fast-paced high-pressure environment.
- Must be available 24x7x365 and prepared to handle escalations at any time.
- Must be able to work extended hours.
- Must be able to manage multiple projects.
- Some travel is required.
Skills
- Must have a solid understanding of 911 networks and NG911 technologies.
- Familiar with network circuit design and layer 1 transport services.
- Familiar with WiFi technologies such as municipal and hot spot deployments.
- Must have a solid understanding of TDM, Data, and Ethernet technology and associated equipment.
- Experience with managing large projects.
Education/Experience
- 5+ years supervisory or management experience in Telecommunications or Internet Services Provider related
- 4 yr technical degree preferred or equivalent work experience.
- CCNA certification a plus
- Previous 911 management a plus
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
In our line of work, where making connections is paramount, fostering a culture of inclusion is fundamental to our values. We firmly believe in leveraging the strength of diversity to drive digital connectivity forward. If your background brings a unique perspective and value different from what we've outlined, we encourage you to apply and join us in our mission to #BuildGigabitAmerica.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
RSRFTR