Manager Incident Management

The Manager of Incident Management, under the supervision of the Senior Director of NOC, will be responsible for and oversee all internal operational activities, functions, and procedures associated with Optimum Incident Management. This role involves guiding personnel in identifying and resolving faults to reduce the time to know (MTTK) and mean time to repair (MTTR) and keeping upper management updated on outages affecting Optimum USA customers. The Manager of Incident Management analyzes monitoring systems to identify improvement areas, develops processes to meet service level agreements (SLAs), and modifies policies for new and existing technologies. They will also provide coaching and counseling to develop and train employees to exceed department standards.

The Incident Management Manager will also work with neighboring departments to efficiently diagnose and resolve all service impacting issues. This position will be designed to assist the NOC Director and the Incident Management team so that we ensure consistent handling of all work across the board while delivering world-class customer service.

• Pro-actively identify and resolve defects and timely escalate all other technical defects to the appropriate departments.
• Ensure timely and accurate escalations for outages to the appropriate responsible department.
• Manage outage calls by redirecting the team's focus towards a timely resolution as needed.
• Develop and maintain inter-departmental relationships with all internal & external NOC departments.
• Conduct outage/impairment postmortems and works with functional groups as necessary to create recommendations report.
• Participate in Root Cause Analysis reviews for the purpose of developing or improving upon current operational procedures.
• Manage operational budgets and capital budgets based on assigned projects.
• Participate in special projects and perform other duties as assigned.
• Conducts on-the-job training for all operator levels and will assist them in performing more complex technical tasks.
• Responsible for Quality Control checks of operators & leads to ensure departmental accuracy & efficiency.
• Communicates with all levels of management regularly on all customer impacting issues.
• Be available during "off-hours" to assist as issues arise. This may require the incumbent to travel to the office, participate in conference calls and/or assist in the escalation of issues remotely.
• Makes recommendations/decisions that will help Incident Management and other teams run more effectively/efficiently; including, but not limited to a broader set of accountabilities and identification of new ways to track the business.
• Define departmental KPIs for daily, weekly and monthly reporting. Collaborate with development teams to update systems to develop KPIs.
• Collaborate with the product development and engineering to integrate new products and internal platforms into NOC operations. Define data and informational needs such as telemetry requirements, troubleshooting procedures, automated restoration procedures, impact assessment, visualization of system health, performance, availability and reliability.
• Manage 3rd party vendors that support incident management and operations monitoring. Measure the performance of vendors and individual resources against KPIs and SLAs. Define corrective actions and process improvements for vendor interaction.

Managerial Responsibilities

• Manages the day-to-day operations of the department, is directly involved with, and exercises independent judgment with respect to the following:
  Interview candidates for open positions and makes recommendations for hire, rehire, or promotions.
• Reviews and approves employee schedules, which includes requested time off and ensures sufficient staffing levels through scheduling and assignment of overtime as needed.
• Coach and counsel employees regarding conflict resolution with internal customers.
• Makes initial determination regarding whether an employee under his/her direction and control should be counseled and/or disciplined and makes recommendations as to the nature of the discipline regarding the same, including the issues of corrective actions and Performance Improvement Plans (PIPs).
• Assesses, prioritizes, and alters work assignments of operators on a day-to-day basis as operational needs require.
• As needed, conduct periodic meetings with direct reports to provide training on proper techniques, services, and progress reports.
• Prepares, conducts & administers performance evaluations for employees during annual merit increases.
• Makes recommendations & executes terminations based on employee's performance and/or behavior.

• 7+ years of experience in incident management, including at least 5 years specializing in telecommunications or internet service environments
• Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), client-facing, network operations, Jira, Confluence, and SharePoint
• 5+ years of experience with NOC operations platforms
• 5+ years of leading teams mid to large teams.
• Demonstrated knowledge of ITIL practices: incident management, change management, problem management and configuration management
• Must have strong organizational & managerial skills
• Must have excellent communication skills with proven abilities in fostering relationships within department and across functional groups.
• Must possess and demonstrate positive leadership and appropriate decision-making skills.
• Must have the ability to manage multiple concurrent activities & varied assignments.
• Must possess advanced office software knowledge and be able to prepare complex spreadsheets, presentations and office documents.
• Must be proficient in project planning, management, budgeting & cost analysis. Must regularly demonstrate reliability