About Lumos and the Role
Lumos is a pioneering company that's revolutionizing the way people connect and access the internet. With a 100% Fiber-Optic network spanning across Virginia, North Carolina, South Carolina, Ohio, and Kentucky, we're committed to delivering lightning-fast internet speeds and unparalleled customer service. As a Network Operations Center Manager, you'll play a vital role in ensuring the smooth operation of our network, driving process improvements, and fostering a culture of innovation and teamwork.
Company Summary
Lumos is a forward-thinking company that's dedicated to building a brighter tomorrow for families, businesses, and communities. Our mission is to deliver 100% Fiber-Optic Internet access, backed by local, expert customer service. We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday, and that's why we're building a network from the ground up. Our team is passionate about delivering uninterrupted internet and limitless capacity, creating new opportunities for everyone.
Our Mission and Values
At Lumos, we're driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber-Optic Internet for families, small businesses, and communities. Our values are guided by a startup mindset, where we step up, move first, and adapt as we go. We're servant leaders, confident in our purpose and humble enough to pay close attention to the details. We're passionate about our customers' experience and will never stop reinventing ourselves to meet their evolving needs.
Essential Functions
- 24 x 7 Surveillance and Monitoring Management: Ensure the smooth operation of our network, detecting and resolving issues in real-time.
- 24x7 Incident Management: Coordinate and resolve network and customer issues, providing timely and effective solutions.
- Change Management ownership and support: Develop and implement process improvements, ensuring seamless transitions and minimal disruption to our services.
- Organizational Development: Recruit, manage, and develop a high-performing team, fostering a culture of innovation and teamwork.
- Major Network Outage Coordination and Escalation: Lead the response to major network outages, ensuring timely and effective resolution.
- Coordinate interdepartmental work activities: Collaborate with internal teams to resolve network and customer problems, promoting a culture of collaboration and communication.
- Create reports for customers: Develop and maintain reports on trouble ticket and maintenance activities, ensuring transparency and accountability.
- Act as 3rd level escalation: Provide expert support and guidance to internal and external customers, resolving complex network and customer issues.
- Provide continuous feedback and assess employee performance: Foster a culture of continuous improvement, providing regular feedback and coaching to team members.
- Conduct disciplinary actions: Ensure fair and consistent application of company policies and procedures.
- Manage maintenance and repair activities: Oversee internal and third-party maintenance and repair activities, ensuring timely and effective resolution of issues.
- Develop an achievable set of network performance objectives: Establish and track key performance indicators, driving process improvements and continuous learning.
- Provide periodic assessment of key operational issues: Identify and address potential problems, ensuring the smooth operation of our network.
- Maximize employee productivity, morale, and retention: Foster a culture of empowerment, promoting employee engagement and well-being.
- Maintain strong working relationships: Develop and maintain strong relationships with internal and external colleagues and customers.
- Develop complex business cases: Create and present business cases for new business processes, driving innovation and improvement.
- Perform on-call duties: Provide 24/7 support and coverage, ensuring the smooth operation of our network.
- Other duties as required: Adapt to changing business needs, taking on additional responsibilities as needed.
Knowledge, Skills, and Abilities Required
To succeed in this role, you'll need:
- Thorough knowledge of management principles and practices, employee development, and telecommunications technologies.
- Experience setting up local exchange operations, including surveillance, monitoring, fix, and repair.
- An understanding of IP networking and Fiber Broadband network technologies.
- An understanding of SONET and DWDM technologies.
- Demonstrated experience with MS Office Word, Excel, and PowerPoint.
- Exceptional communication, presentation, and interpersonal skills.
Other Experience & Requirements
We're looking for a candidate with:
- Bachelor's degree in business or technical field preferred.
- Previous NOC experience and understanding of capturing and timely responding to surveillance alarming.
- Previous proven successful supervisory experience leading a technical team.
- Well-versed in developing and reporting KPIs used to gauge team and individual productivity.
- Fiber or Telecom industry experience preferred.
Benefits & Perks
We offer a comprehensive benefits package, including:
- Comprehensive health, dental, and vision coverage.
- Competitive compensation packages, including bonus options for eligible positions.
- Paid Time Off and 12 Paid Holidays / Personal Days.
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
- 100% employer-paid life and disability insurance.
- Employee Assistance Program (EAP) with access to professional support for life's challenges.
- 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
- Wellness program offering education and cash incentives for gym attendance and nutrition programs.
- Employee referral bonuses.
- Discounts on Lumos Fiber Internet for employees who live in our service areas.
Equal Employment Opportunity
Lumos is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
How to Apply
Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.
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