Sr IT NOC Manager

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and heard-of-hearing!

Benefits              

• Paid Vacation Time and Paid Sick Time and Paid Holidays
• 401k 6% match with immediate vesting
• Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
• TeleDoc
• HSA company match
• 3 Medical plan options including a Low Deductible PPO Medical Plan Offering
• Employee Assistance Program
• Engaged Employee Resource Groups
• Outstanding Learning and Career Development Opportunities

Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.

Essential Duties and Responsibilities

Team Leadership - Lead and mentor a team of network engineers and technicians in a 24x7 NOC environment. Foster a collaborative and results-driven team culture, encouraging knowledge sharing and continuous learning.

24x7 Operations Management - Oversee the NOC's round-the-clock monitoring, incident response, and escalation processes to ensure uninterrupted network operations.
Develop shift schedules, ensuring adequate staffing levels for all hours of operation.

Incident Management - Coordinate and manage the timely identification, analysis, and resolution of network incidents to minimize downtime and service impact.
Implement and maintain incident response procedures, including escalation paths and communication protocols.

Performance Monitoring -Implement advanced network monitoring tools to track network health, performance metrics, and security events. Monitor real-time dashboards to proactively identify potential issues and initiate corrective actions.

Problem Resolution - Lead root cause analysis efforts for critical incidents, identifying underlying issues and recommending preventive measures. Collaborate with cross-functional teams to resolve complex network problems and optimize network performance.

Continuous Improvement - Drive process enhancements and operational efficiency improvements to optimize NOC workflows. Regularly review incident trends, performance metrics, and customer feedback to identify opportunities for service enhancement.

Documentation and Reporting - Maintain up-to-date documentation of network configurations, procedures, and incident response plans. Generate regular and ad hoc reports on network performance, incident response, and service levels.

Vendor and Stakeholder Management - Collaborate with vendors and third-party providers to ensure seamless integration, troubleshooting, and incident resolution. Communicate effectively with internal stakeholders, providing updates on network health, incidents, and service improvements.

Knowledge, Skills, and Abilities

• Proven experience (3+ years) in managing a 24x7 Network Operations Center in a large-scale enterprise environment.
• Deep understanding of network protocols, configurations, routing, and troubleshooting.
• Strong understanding of Cloud Ops, Infrastructure Ops, and Telecom principles.
• Strong leadership and people management skills, with experience in building and motivating high-performing teams.
• Extensive knowledge of network monitoring tools and incident management best practices.
• Excellent problem-solving and decision-making abilities, with a track record of effective crisis management.
• Exceptional communication and interpersonal skills, with the ability to interact confidently with technical and non-technical stakeholders.
• Experience in developing and optimizing incident response processes and service level agreements.
• Strong analytical skills to interpret performance data, identify trends, and recommend improvements.
• Flexibility to work on-call and outside regular business hours as required.

Working Conditions and Physical Requirements

• On-call availability.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Our IT staff have access to highly confidential, sensitive information relating to the employees and customers of Sorenson. It is essential that applicants have the requisite integrity to maintain the information in strictest confidence.

Company Summary

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.   

Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.   

As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase diversity, equity, inclusion, and accessibility for underrepresented people through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services.

Sorenson’s impact vision and plan extends to supporting employment opportunities for diverse employees, customers, and communities.  As a minority-owned company, we are committed to expanding opportunities for underserved communities while promoting an inclusive workplace for our own employees.

Equal Employment Opportunity:
Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.