Head of NOC Systems Tools, Design & Automation

The application window will be open until at least February 24, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

We are seeking an innovative and energetic leader to serve as the Head of NOC System Design & Automation. This role  is responsible for leading the design, development, and implementation of automated solutions that streamline and optimize Network Operations Center (NOC) operations. Specifically, this role will focus on driving operational visibility, optimizing workflows, and automating processes to elevate the effectiveness and operational excellence of the GFiber NOC. Reporting to the Head of NOC Strategy & Performance, this position will manage a team dedicated to supporting NOC tools, with a primary focus on eliminating manual processes, increasing productivity, and improving key business metrics such as reduced mean time to repair, faster and more accurate communications, and seamless integrations with cross-functional teams. The ideal candidate will lead cross-functional initiatives, introduce cutting-edge platforms, and implement strategic changes to drive NOC operational execution and provide a superior customer experience in service delivery.

In this role, you'll:

• • Strategic Leadership and Operational Excellence: develop and implement a comprehensive automation strategy aligned with the overall NOC business objectives; define technology roadmap: research and evaluate emerging technologies (e.g., AI/ML, AIOps) and their potential application within the NOC; foster a culture of innovation and continuous improvement within the NOC.
  • Tool & Platform Optimization: own the roadmap and operationalization of critical tools (e.g., ServiceNow, OSS platforms), ensuring optimal configurations to maximize effectiveness and service quality.
  • Change Advocacy: Act as a champion for change, driving the adoption of new tools, processes, and best practices while aligning initiatives with cross-functional teams and organizational goals.
  • Stakeholder Collaboration: Facilitate strong partnerships with internal teams and external vendors, managing tool implementations and ensuring alignment with business objectives.
  • Data-Driven Insights: Leverage analytics, ML and AI to monitor, refine, and optimize operational processes, enhancing customer journeys and business outcomes.

At a minimum we'd like you to have:

• Bachelor’s degree in Business Management, Operations, Strategy, or equivalent practical experience.
• 7 years of experience in the telecom, cable, or technology industry.
• 7 years of experience in a NOC environment, service delivery, or operations role.
• Experience leading cross-functional teams in driving operational transformation through automation, workflow optimization, and effective change management.
• Ability to travel 25% of the time domestically.

It's preferred if you have:

• MBA or advanced degree in a related field.
• 10 years of experience in the telecom or cable industry in a similar role or function.
• Experience supporting and optimizing NOC tools and processes with measurable improvements in key business metrics.
• Demonstrated expertise in evaluating and leveraging the strategic and operational impact of customer journeys and interactions.
• Proficiency in managing relationships with vendors such as ServiceNow and Netcracker, or similar.
• Expertise in leveraging Machine Learning or Artificial Intelligence for operational and decision-making efficiencies.

The US base salary range for this full-time position is between $158,000 - $231,000 + bonus + cash award + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.