Manager, NOC Escalation & Incident

The role of Manager, NOC Escalation & Incident is a pivotal role in ensuring the effective management and resolution of critical incidents and escalations within the NOC. You will be responsible for overseeing the entire incident lifecycle, from identification and assessment through to resolution and post-incident review. Your proactive approach and strategic mindset will be essential in minimizing the impact of incidents on our operations and ensuring a swift return to normal business operations.

Requirements

Incident Identification and Triage

• Monitor various channels and systems to promptly identify and assess incidents.
• Classify and prioritize incidents based on their severity and potential impact on business operations.

Incident Response and Resolution

• Lead the incident response process, coordinating efforts across relevant teams and stakeholders.
• Implement predefined incident response procedures to contain and mitigate the impact of incidents.
• Facilitate communication and collaboration among internal teams and external partners to expedite incident resolution.

Post-Incident Analysis and Reporting

• Conduct thorough post-mortem reviews of incidents to identify root causes and contributing factors.
• Generate detailed incident reports, including lessons learned and recommendations for preventing similar incidents in the future.
• Work closely with relevant teams to implement corrective actions and preventive measures based on incident analysis findings.

Continuous Improvement

• Proactively identify opportunities to enhance incident management processes, tools, and capabilities.
• Drive initiatives to improve incident response times, minimize downtime, and increase overall resilience.

Stakeholder Management

• Act as the primary point of contact for stakeholders during incident response efforts, providing regular updates and ensuring transparency.
• Collaborate with cross-functional teams, including IT, security, and business units, to align incident management activities with organizational objectives.

NOC Operations Management:

• Lead and supervise the NOC team, providing guidance, support, and mentorship to ensure effective performance.
• Establish and enforce operational procedures and protocols to maintain 24/7 coverage and response readiness.
• Oversee shift scheduling, staffing levels, and resource allocation to meet operational requirements.

Network Monitoring and Incident Response:

• Monitor the performance and health of network infrastructure, including telecommunications, data networks, and related systems.
• Respond promptly to network incidents, outages, and alarms, initiating troubleshooting and resolution efforts to minimize service disruptions.
• Coordinate with internal teams, external service providers, and emergency response agencies to expedite incident resolution and restore service.

• Manage escalations and assist in issue/ticket prioritization for technicians.
• Build strong relationships with operations, customer care, engineering, sales and management, as well as establishing meaningful relationships with key external vendors and clients.
• Foster an environment of knowledge sharing within the NOC and all Sinch personnel.
• Complete alternate assignments as required.
• Provide training as necessary.
• Meet or exceed company defined KPI’s.

Education & Experience:

• Bachelor's degree in computer science, information technology, or related field (or equivalent experience).
• Proven experience in incident management, preferably in a fast-paced and dynamic environment.
• In-depth understanding of incident management frameworks, such as ITIL or NIST.
• Strong analytical skills with the ability to assess complex situations and make timely decisions.
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
• Experience with incident management tools and systems.
• Relevant certifications (e.g., ITIL Foundation, Certified Information Security Manager (CISM), Certified Information Systems Security Professional (CISSP)) preferred.
• Previous experience in a leadership or supervisory role, with demonstrated ability to motivate and manage teams.
• Highly proficient in MS Software application, Excel, Word, and PowerPoint.
• Proven experience in network operations, preferably in a mission-critical or emergency services environment.
• Strong technical knowledge of telecommunications protocols, networking technologies, and IP-based systems.
• Excellent problem-solving skills and the ability to remain calm under pressure during emergencies.

Interpersonal Skills/Characteristics:

• Strong leadership and team collaboration.
• Exhibits a high level of initiative and resourcefulness.
• Excellent vendor management and escalation skills.
• Excellent organizational skills with multi-tasking abilities.
• Excellent written and verbal communication skills.
• Proven documentation skills with consistent accuracy of details.
• Superior customer service skills.
• Self-starter with a high energy level.
• Work effectively without supervision once trained.
• Prioritize and balance multiple projects and tasks.
• Manage time effectively and meet deadlines.
• Operate with a considerable degree of credibility and business sense.
• Exhibits high degree of dependability.

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

Our expert teams are built from some of the most experienced in the industry. We employ people from all over the world, from all walks of life and from all backgrounds. We work together, feeding on our diversity to make us stronger, and we encourage each other to be the best we can be. Innovation drives us, and we challenge ourselves every day. Get in touch and join us on our journey!

The annual starting salary for this position is between $95,000 - 105,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This position is also eligible for bonus. This role will be accepting applications until 05/20/2024 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.