Network Operations Center Director

Who We Are

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software. EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world’s first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

We are seeking a dedicated and results driven Network Operations Center Director join our growing organization.

Responsibilities

· Manage daily operations of an evolving support team for specialized equipment

· Lead a team to triage and diagnose issues with precision and speed

· Strive for 100% success at resolving downtime issues with extremely short cycles

· Create and implement escalation policies

· Prioritize resources effectively in a fast-paced environment

· Collaborate with Engineering & Client Services teams for continual troubleshooting and procedure improvement

· Train and mentor junior staff and technicians to provide industry-leading service

· Develop and manage knowledge database and skills matrix to reduce time to resolution

· Develop metrics to track trends in technical issues to catalog them for recognition

· Optimize current processes, remove obsolete ones, and create new SOPs to ensure customers success

· Provide feedback on technical support and proactively address emerging issues

· Lead a team to set customer and internal stakeholders’ expectations around resolutions and timelines

Requirements

Who YOU Are

· Experienced manager with a strong understanding of networking

· Strong customer service skills

· A proven mentor who can develop a team

· A communicator- able to interact with your teams, customers, and senior leadership

· Confidence presenter, to both technical audiences as well as the executive team

· Goal-oriented and driven by success

· Desire to be a part of a fast-paced team developing cutting edge technology

· Comfortable working in a very fast-paced, constantly evolving team environment

· Excellent communication skills, both verbal and written

· Detail-oriented with solid project management follow-through

Qualifications

· Bachelor's degree in computer science, information science, or specialization in network or embedded systems engineering

· Advanced knowledge of networking technologies, cellular and wireless connectivity, protocols, and security

· 10+ years’ supervisory experience

· 15+ years’ experience in technical support

· Minimum 10+ years in Enterprise Business-to-Business Support and/or Service Delivery.

· Strong Knowledge of IT/Networking

· Experience in B2B, SaaS

· Availability to be called upon outside of business hours to resolve urgent issues

· Knowledge of Linux is a plus

Benefits

What We Offer

The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:

· Health insurance (Single coverage 100% paid for by company)

· Dental and vision insurance

· 401K Plan (with aggressive company matching)

· Paid time off, plus paid holidays

· Regular free breakfasts, lunches and snacks

· Bicycles to ride around campus

· Team BBQs and annual company Olympics