Lyte Fiber is seeking a skilled and experienced NOC Manager to join our team. As the internal leader responsible for the Lyte Fiber service performance, the candidate in this role plays a pivotal role in the success of the company. The ideal candidate will be proficient in network operations, serving as the escalation point for complex technical issues, and will take a leadership role in team management, acting as a player-coach. The candidate will also be responsible for implementing systems, building processes, policies, and coaching team members to ensure efficient and effective operations. As a NOC Manager, you will have the opportunity to provide exceptional service to our diverse range of subscribers, build a proactive NOC practice and achieve exceptional service performance.
Duties and Responsibilities:
· Technical Leadership:
o Build a carrier grade NOC that will deliver a minimum of 99.99 % service availability. Provide leadership in NMS development, change Management, and quality control.
o Develop systems, processes, and policies to support excellent team performance.
o Help develop and maintain the NOC budget.
o Implement daily preventative maintenance checks on network infrastructure, coordinating efforts with field personnel to verify repairs and identify recurring system performance issues.
o Develop and implement processes, policies, and best practices to drive efficiency and effectiveness.
o Oversee, handle and develop the management and maintenance of monitoring and alerting systems, identify opportunities for integration and optimization.
o Develop and standardize alarm profiles for all network elements.
o Directly communicate with customers regarding issues, outages, and maintenance activities, maintaining detailed records within ticketing systems to facilitate efficient issue resolution.
o Lead the development of network documentation, and network operations documentation.
o Maintain network documentation in alignment with defined documentation standards to ensure network data integrity.
o Develop, uphold, and document network installation and configuration procedures.
o develop and standardize the NOC processes, procedures, and MOP’s.
o Oversee the management and assist as needed on all Tier2 customer tickets, ensuring prompt response and resolution in accordance with SLAs, while providing guidance and support to team members.
o Monitor the number of escalations to Tier 3 and work with engineering on developing initiatives to optimize the number of escalations.
o Lead and mentor the team, fostering a collaborative environment and providing guidance on technical skills, problem-solving strategies, and overall performance enhancement.
o Create, manage, and facilitate professional development of direct reports and individual contributors.
o Review and monitor system generated performance reports to identify network degradation and develop a preventive action plan before degradations evolve to a service outage.
o Develop maintenance windows and emergency maintenance windows processes.
o Provide afterhours on-call support to the team in resolving service outages, and drive resolution.
o Ensure the team is adhering to incident management, problem management and monitoring response best practices.
o Lead by example, challenge functional status quo, manage, and develop processes to leverage trend and correlation analyses towards overall service enhancement.
o Provide proactive communication on network health, team performance, escalations and routine maintenance to leadership and key stakeholders.
o Focus on minimizing the mean time to repair and expedite service restoration.
o Provide root cause analysis of chronic or repeat trouble tickets.
o Create and maintain a comprehensive vendor contact and escalation list.
o Collect, analyze, prepare, and summarize recommendations for network improvements.
o Frequently interface with Network Engineering and Network Operations to identify, review, and ensure network improvement initiatives are timely and in line with network performance objectives.
o Run reviews and audits to ensure the implementation of Engineering and Field Operation projects complies with the established standards and policies.
o Assist in developing and managing quarterly and annual preventive maintenance plans. Inspect associated implementation.
o Provide feedback and recommendation for Operations Support Systems (OSS) Tools improvements, regarding process flows, event management and correlation.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
Minimum Qualifications:
o A bachelor’s degree in electrical engineering, computer science or the equivalent combination of education, training, or work experience.
o 5+ years of experience in managerial oversight over NOC.
o Minimum 10+ years of leadership experience in technical support roles, with a focus on event/alert management, incident, and change management processes in a GPON based network delivering FTTX.
o Work on site in Houston headquarters office overseeing the team’s operations and fostering a collaborative environment.
o Extensive expertise in networking technologies, including routers, switches, firewalls, wireless devices, and security protocols.
o Proficiency in network protocols and technologies, encompassing TCP/IP, DNS, DHCP, VLANs, L2 and L3 VPNs, and routing protocols (IGP and BGP), with a strategic approach to network operations.
o Highly experienced in GPON based access networks and FTTX deployments.
o Proven record in implementing scalable and resilient network solutions.
o Demonstrated proficiency in NMS implementation.
o Outstanding people skills, strong work ethic, and effective communication abilities, with a focus on building and motivating high-performing teams.
o Proactive approach to problem-solving and troubleshooting techniques, with a strategic mindset to anticipate and mitigate potential issues.
o Ability to lead and participate in an on-call rotation covering 24/7 support model, ensuring continuous availability and responsiveness to critical incidents.
o Ability to identify, and address, process gaps and automation opportunities.
Physical Demands and Work Environment
· Flexibility to work extended hours as necessary
· Must be able to lift up to 30 pounds at times
· Prolonged periods of sitting at a desk and working on a computer
About Lyte Fiber
Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (“Lyte”) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texans. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte will make an annual contribution of 1% of all revenues to local charities.
Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.
Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.
Employment type
Full-time
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