Manager - Network Operations Center

Lumos is looking for a full-time Manager – Network Operations Center (NOC) (3^rd Shift Remote – 11 pm – 7 am)! If you’re a Technical Lead or Manager in a NOC who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

The Manager – NOC brings leadership and telecommunications network operations expertise to ensure our NOC team is equipped to ensure 99.99% network availability across all Lumos technologies at all times. Identifies individual strengths and areas for development, builds team cohesion, and ensures the appropriate technical skills are available to support Lumos customers. Defines policies and procedures for the NOC to prioritize projects, manage activities, meet customer commitments, and respond to network events: coordinating outage resolution, improving network performance, and honoring our commitment to 99.99% network availability at all times.

Facilitates meetings, coordinates process improvements, and drives adoption of necessary changes across the team. Represents the NOC team in various committees designed to plan, evaluate, and incorporate new equipment and markets into the network. Develops and ensures adherence to capital budgets, including OPEX and CAPEX expenditures. Must be able to work long hours as needed and available 24/7 for escalations, network events, and other business needs. Manages 24/7 shift rotations and ensures resources are scheduled and available.

*** 3^rd SHIFT – 11 pm – 7 am***Fully remote opportunity within Lumos’s current markets: Virginia, North Carolina, South Carolina, Georgia, Florida, Alabama, Kentucky, Ohio, or Illinois.***

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.

We believe that the possibilities of tomorrow can’t be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

• Leads people teams ensuring the availability of the right technical professionals equipped and ready to perform maintenance, respond to outages, and monitor the network performance of Lumos technologies; consistently embodying Lumos’s servant leadership model.
• Ensures surveillance, monitoring management, and incident management is available 24/7.
• Manages internal and third party maintenance and repair activities.
• Leads response and escalation in the event of major network outages.
• Develops an achievable set of network performance objectives for the organization and then measure performance to those metrics.
• Creates reports for internal and external customers following trouble ticket and maintenance activities.
• Develops and presents complex business cases to new business processes; ensures approved changes are adhered to throughout the NOC.
• Provides periodic assessment of key operational issues and potential concerns to leadership.
• Owns and supports change management initiatives throughout the network.
• Evaluates employee work performance; identifies appropriate training and counseling opportunities when needed in partnership with leadership and HR team.
• Maximizes team productivity, morale, and retention through empowerment techniques, teambuilding, and maintaining strong relationships with support teams.
• Performs on-call duties when necessary, and other duties as assigned including departmental and cross-functional projects.

Knowledge, Skills, and Abilities Required                                                                                                     

• Excellent interpersonal skills, as well as written and verbal communication skills.
• Prior experience developing and reporting developing and reporting KPIs to assess team and individual productivity and drive employee development for technical experts.
• Demonstrated experience as a Technical Lead or Manager: capturing and providing a timely response to surveillance alarms; setting up local exchange operations including surveillance, monitoring, fixing, and repairing.
• In-depth understanding of PON/GPON/XGPON technologies, architecture from Core to Access.
• Able to successfully build and maintain relationships with stakeholders and direct reports.
• Analytical and Presentation Skills: the ability to gather and record data from a variety of sources and report on it. 

Other Experience & Requirements 

• 5+ years’ experience as a Technical Lead or Manager in a NOC environment for a telecommunications provider is essential.  
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Proactive, independent, and ability to take initiative to keep on-task and on-target.
• Proficiency with Fiber Broadband and IP Network Technologies.

Physical Requirements

• Frequently sedentary.
• Constantly operates computer, keyboard, and related peripherals.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.

Benefits & Perks

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off & Paid Holidays.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.