Network Management Operations Manager
2 days ago
Location: Cary NC (Work Model: 24/7 operational support with on-call rotation)
Security Requirement: Must be eligible to obtain a Public Trust Security Clearance
Role Overview
We're looking for a highly motivated and experienced Major Incident Manager to lead incident response efforts for Client Business Federal customers. This role requires deep expertise in domestic and international telecom services-including data, voice, IP, and managed services-and a strong commitment to delivering exceptional customer experiences. You'll serve as a customer advocate, coordinating across internal teams and external partners to drive timely resolution of major outages and ensure transparent communication throughout the incident lifecycle.
Key Responsibilities
- Lead proactive and reactive incident management for complex telecom infrastructure issues.
- Troubleshoot and resolve technical problems across data, voice, IP, and managed service domains.
- Maintain consistent, clear communication with customers, providing timely updates and managing expectations.
- Facilitate cross-functional collaboration with engineering, sales, and external vendors to escalate issues and conduct root cause analysis.
- Utilize Client automation tools (e.g., VEC, e-bonding, email status updates) to streamline incident workflows and improve operational efficiency.
- Identify recurring issues and implement preventive measures to reduce future incidents.
- Participate in an on-call rotation to support after-hours and weekend incident response.
- Minimum 5 years of experience in telecommunications customer support or incident management.
- Strong understanding of Client's domestic and international service offerings (data, voice, IP, managed services).
- Proven ability to analyze circuit performance metrics and develop actionable solutions.
- Excellent communication skills, with the ability to engage both technical and non-technical stakeholders.
- Strong organizational and multitasking abilities in high-pressure environments.
- Bachelor's degree in a related field or equivalent practical experience.
- This role supports a 24/7 operational environment and may require shift flexibility.
- On-call availability is required for after-hours and weekend support.
- Public Trust Security Clearance eligibility is mandatory.
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