At C Spire, we are customer inspired. Every C Spire team member is charged with delivering a world class experience to every customer. Manager, Network Operations Center is responsible for the management and coordination of the day-to-day operations and network performance issues as they rise. Manages Tier I – III Technicians to proactively identify and respond to incidents according to C Spire’s Incident Response Plan and Playbooks. Develops processes and procedures to implement data driven functional strategies.

• Actively engaged as an employee advocate and fully committed to supporting our strategic vision to be and become known as the BEST in our industry(s) through:
  • Integrity
  • Putting our customer at the center of everything we do
  • A relentless passion to be the best
  • Being competitive, bold, innovative, and adding value
  • Ownership mentality, behavior, and accountability
  • An unyielding commitment to quality
  • Respect for our internal and external customers
  • Continuous improvement
  • Being resourceful, productive, and efficient
  • Maximum dedication and effort with high energy, enthusiasm, and urgency
• Lead team of Network (IP/Transport, Voice, Video, 4G/5G) technicians with the goal of perfection and restoring service with urgency.
• Ensure the team can fulfill assigned responsibilities, including but not limited to systems/network monitoring, ticket handling (within the established SLA guidelines) management of the ticket backlog, troubleshooting incidents/outages and RCA management.
• Manage operational response to Severity 1 and Severity 2 incidents, coordinate Tier 2 and Tier 3 support efforts, identify and initiate staff, vendor, and third-party involvements
• Act as Bridge Manager during incident management of network outages by assisting with the troubleshooting and team coordination to reduce overall downtime.
• Responsible for staying on top of all events, incidents, and request/change management for their discipline.
• Formulate and implement a training agenda for technicians and maintain those records.
• Meets extremely aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
• Improve team efficiency by identifying and helping eliminate gaps in current operations and procedures of team.
• Continual improvement is required, with the goal of automation.
• Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production systems.
• Ensure timely and accurate notification of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier.
• Ensure that all processes and procedures have been implemented, understood, and followed for their responsible shift.
• Perform additional duties as assigned.

• 5+ years’ experience in a technical support environment
• 2+ years of support management experience preferred
• Experience managing technically complex support operations
• Expert level customer service skills, project management experience, and team development
• Knowledge and experience with Network and Element Management Tools
• Available on call 24x7 in case of any critical need
• Demonstrated ability to multi-task and manage. multiple initiatives/projects in execution of daily operations
• Advanced ability to isolate and troubleshoot failed equipment, facility issues and other components of network
• Bachelor’s Degree or equivalent experience

• Highly skilled in analysis of and documentation of root-cause analysis
• Advance knowledge of tools used in monitoring the network including Helix Fault Management
• Advanced understanding of Fiber Optic Networks, SONET, DWDM, MPLS, IP Domain, GPON and internet protocols such as BGP,
• Daily understanding of 4G and 5G wireless technologies