Senior Manager, IT Network Operations Center

2 months ago

Atlanta, Georgia, United States Norfolk Southern Corp. Full time

Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail. As part of Norfolk Southern, you'll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.

Job Description

As a leader in the transportation industry, we are dedicated to leveraging advanced technology and exceptional IT operations to enhance our services and operations. The Sr. Manager of NOC Operations Center will be a critical part of our success, driving initiatives that support our mission and uphold our reputation for excellence. The Network Operations Center is integral to maintaining seamless operation and monitoring of our critical enterprise network and microwave telecommunication infrastructure.

The leader of the Network Operations Center will provide guidance and direction to support teams responsible for 24x7 proactive monitoring, incident response, complex troubleshooting, and break-fix engineering of enterprise network infrastructure. This role is pivotal in facilitating service outage discussions and establishing procedures to ensure remediation standards are consistently met. Reporting directly to the Sr. Director of Network Services, the Manager will play a key role in maintaining operational excellence and driving our commitment to network operational efficiency.

Responsibilities
  • Lead, direct, and manage personnel in the operational support of enterprise network and telecommunications connectivity and infrastructure operations.
  • Monitor and provide comprehensive reports on network stability, systemic issues, infrastructure health, and service-impacting outages.
  • Facilitate and lead discussions related to service-impacting events, developing standards and procedures to ensure long-term remediation of these events.
  • Maintain and ensure compliance with established SLAs for customer requests and operations support.
  • Ensure full compliance with the standards and best practices adopted by the IT department.
  • Provide leadership, training, coaching, and direction to team members, fostering a customer-focused culture and mindset driven by continual service improvement techniques.
  • Maintain a high-level understanding of multiple business processes and the technology that supports those processes.
  • Establish clear goals, objectives, and direction for team members, ensuring that desired results are achieved and sustained.
  • Collaborate with other IT leaders to drive the continuous improvement of processes, technologies, and methodologies within the Network Operations Center.
  • Develop and implement performance metrics and KPIs to measure and improve operational efficiency and effectiveness.
  • Work closely with other departments within the company to align IT operations with business needs and objectives.
  • Participate in strategic planning and contribute to the overall IT strategy of the organization.

Education

Bachelor's Degree (BS) in Computer Science, Information Sciences, Business Management, or a related field preferred.

Required Skills:

  • 3-5 years in a people leader management position within corporate enterprise NOC operations, network management or related critical IT infrastructure environment.

Preferred Skills:

  • Operating systems (Cisco IOS, Cisco NX-OS, Nokia SR OS) and scripting languages.
  • Familiarity with networking and telecommunication platforms from major vendors including Cisco, Nokia, Palo Alto Networks, HPe Aruba Networks, Ciena and F5 Networks.
  • Microwave telecommunication infrastructure.
  • Network Operations Certifications

Work Conditions

Environment: Office Remote, ideal candidate must be based or relocated within 60 miles Atlanta.

Shift Work: No

On-Call: No

Nights/Weekend Work: As required to support business operations.


Company Overview

Since 1827, Norfolk Southern Corporation (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that drive the U.S. economy. Today, it operates a customer-centric and operations-driven freight transportation network. Committed to furthering sustainability, Norfolk Southern helps its customers avoid 15 million tons of yearly carbon emissions by shipping via rail. Its dedicated team members deliver more than 7 million carloads annually, from agriculture to consumer goods, and is the largest rail shipper of auto products and metals in North America. Norfolk Southern also has the most extensive intermodal network in the eastern U.S., serving a majority of the country's population and manufacturing base, with connections to every major container port on the Atlantic coast as well as the Gulf of Mexico and Great Lakes. Learn more by visiting

At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization.

Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. Together, we power progress.

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