VP of Network Operations
Granite Background & History Granite is one of the premier communications services providers to businesses across the United States and Canada.
We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100.
Granite has over $1.
8 Billion in revenue with more than 2,300 employees and is headquartered in Quincy, MA just off I-93 and directly next to the North Quincy T Station on the Red Line.
Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.
Granite has been recognized by the Boston Business Journal as one of the Healthiest Companies in Massachusetts for the past 14 consecutive years Our Quincy office has an onsite dining facility and a fully equipped state of the art gym that offers daily Cross Fit, Mixed Martial Arts, and Yoga classes available to employees at zero cost.
Granite's philanthropy is unparalleled with over $200 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.
We have been consistently rated a Fastest Growing Company by Inc.
Magazine.
Granite was named to Forbes List of America's Best Employers 2022 Granite was recently named One of Forbes Best Employers for Diversity If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.
EOE/M/F/Vets/Disabled General Summary of Position:
The VP of Network Operations is responsible for overseeing the lifecycle management, support and repair functions of Granite's telecommunications and managed product portfolio.
This position is responsible for the support of hundreds of thousands of services, the improvement and scale thereof, and technological developments to decrease any impact to our customer's infrastructure and business operations by improving resiliency and increasing the rapid transfer of information/resolution.
Duties and
Responsibilities:
Lead the Network Operations team ensuring network reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components and vendor services.
Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).
Coordinate, monitor and track all Operation team tasks including incident management, repair and maintenance, closing incidents, preventive maintenance, and resolution of customer issues.
Ensure customer expectations are met when networks are upgraded, modified or decommissioned.
Work closely with network engineering, operations personnel, Implementation and Product Development to ensure network reliability, customer satisfaction and support other functional teams to meet program objectives.
Analyze, manage, and resolve all issues in a timely manner.
Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.
Drive proactive Problem Management and Continual Service Improvement (e.
g.
, implement programs to monitor utilization for a specific service and intervene prior to overutilization impacting that service.
Functional responsibilities for all aspects of Network Operations Center staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development.
Ensure that NOC personnel are implementing effective Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.
Provide technical networking expertise & strong troubleshooting skills to the team and ensure that personnel possess and grow their technical skills to perform their roles.
Work closely with network engineers, Product Development, Field Operation Personnel, and Implementation to ensure network integrity and reliability.
Select and mentor Shift Leads and participate in career development and coaching Ensure timely response to customer inquiries for assistance, coordinate potentially impacting vendor service maintenance or repairs with customer and program personnel and maintain peer level relationships with our customers.
Support the staffing, onboarding, training, development and performance management of the NOC staff.
Participate in Knowledge Management, coaching, IT Service Management improvements and customer status and reporting.
Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies, and processes (currently ConnectWise).
Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues.
Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications.
Work with Practice Directors to improve Tier 1, 2 and 3 troubleshooting and repair procedures.
Work with the Director of Network Operations to implement and enhance cross-functional maintenance management policies, standards and procedures driving to ITIL v3 alignment and ISO 20000 certification.
Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs.
Drive and support Continual Service Improvement.
Maintain Operational Awareness and keep the VP of Network Operations well informed regarding network issues including MTTR, PMs, personnel issues, SLA compliance, and required reporting, Large Scale Outages, and customer satisfaction issues.
Required
Qualifications:
Minimum 10 years IT experience including five (5) years prior field technician, network operations center, broadcast center or relevant experience Extensive technical knowledge of networking and network security technologies and protocols Skilled utilizing Network Management tools Skilled utilizing ITSM ticketing products preferably including ConnectWise Manage Three (3) years managerial experience for teams of ten or more technical people CCNA/JNCIA certification preferred ITIL v3, CCNP certifications are preferred Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction Analytical thinker, Metrics Driven Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations Strong problem-solving skills, critical thinking, excellent analytical ability Team building, mentoring and coaching skills Ability to communicate both verbally and in writing in a clear and concise manner Work well under pressure with differing levels of Management Ability to maintain confidential information and communications Exposure to other network monitoring systems and IT Service Management Proficient in data reporting and analysis Recommended Skills Analytical Broadcasting Business Process Improvement Cisco Certified Network Associate Cisco Certified Network Professional Confidentiality Estimated Salary: $20 to $28 per hour based on qualifications.
We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100.
Granite has over $1.
8 Billion in revenue with more than 2,300 employees and is headquartered in Quincy, MA just off I-93 and directly next to the North Quincy T Station on the Red Line.
Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.
Granite has been recognized by the Boston Business Journal as one of the Healthiest Companies in Massachusetts for the past 14 consecutive years Our Quincy office has an onsite dining facility and a fully equipped state of the art gym that offers daily Cross Fit, Mixed Martial Arts, and Yoga classes available to employees at zero cost.
Granite's philanthropy is unparalleled with over $200 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.
We have been consistently rated a Fastest Growing Company by Inc.
Magazine.
Granite was named to Forbes List of America's Best Employers 2022 Granite was recently named One of Forbes Best Employers for Diversity If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.
EOE/M/F/Vets/Disabled General Summary of Position:
The VP of Network Operations is responsible for overseeing the lifecycle management, support and repair functions of Granite's telecommunications and managed product portfolio.
This position is responsible for the support of hundreds of thousands of services, the improvement and scale thereof, and technological developments to decrease any impact to our customer's infrastructure and business operations by improving resiliency and increasing the rapid transfer of information/resolution.
Duties and
Responsibilities:
Lead the Network Operations team ensuring network reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components and vendor services.
Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).
Coordinate, monitor and track all Operation team tasks including incident management, repair and maintenance, closing incidents, preventive maintenance, and resolution of customer issues.
Ensure customer expectations are met when networks are upgraded, modified or decommissioned.
Work closely with network engineering, operations personnel, Implementation and Product Development to ensure network reliability, customer satisfaction and support other functional teams to meet program objectives.
Analyze, manage, and resolve all issues in a timely manner.
Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.
Drive proactive Problem Management and Continual Service Improvement (e.
g.
, implement programs to monitor utilization for a specific service and intervene prior to overutilization impacting that service.
Functional responsibilities for all aspects of Network Operations Center staffing and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development.
Ensure that NOC personnel are implementing effective Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.
Provide technical networking expertise & strong troubleshooting skills to the team and ensure that personnel possess and grow their technical skills to perform their roles.
Work closely with network engineers, Product Development, Field Operation Personnel, and Implementation to ensure network integrity and reliability.
Select and mentor Shift Leads and participate in career development and coaching Ensure timely response to customer inquiries for assistance, coordinate potentially impacting vendor service maintenance or repairs with customer and program personnel and maintain peer level relationships with our customers.
Support the staffing, onboarding, training, development and performance management of the NOC staff.
Participate in Knowledge Management, coaching, IT Service Management improvements and customer status and reporting.
Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies, and processes (currently ConnectWise).
Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues.
Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications.
Work with Practice Directors to improve Tier 1, 2 and 3 troubleshooting and repair procedures.
Work with the Director of Network Operations to implement and enhance cross-functional maintenance management policies, standards and procedures driving to ITIL v3 alignment and ISO 20000 certification.
Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs.
Drive and support Continual Service Improvement.
Maintain Operational Awareness and keep the VP of Network Operations well informed regarding network issues including MTTR, PMs, personnel issues, SLA compliance, and required reporting, Large Scale Outages, and customer satisfaction issues.
Required
Qualifications:
Minimum 10 years IT experience including five (5) years prior field technician, network operations center, broadcast center or relevant experience Extensive technical knowledge of networking and network security technologies and protocols Skilled utilizing Network Management tools Skilled utilizing ITSM ticketing products preferably including ConnectWise Manage Three (3) years managerial experience for teams of ten or more technical people CCNA/JNCIA certification preferred ITIL v3, CCNP certifications are preferred Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction Analytical thinker, Metrics Driven Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations Strong problem-solving skills, critical thinking, excellent analytical ability Team building, mentoring and coaching skills Ability to communicate both verbally and in writing in a clear and concise manner Work well under pressure with differing levels of Management Ability to maintain confidential information and communications Exposure to other network monitoring systems and IT Service Management Proficient in data reporting and analysis Recommended Skills Analytical Broadcasting Business Process Improvement Cisco Certified Network Associate Cisco Certified Network Professional Confidentiality Estimated Salary: $20 to $28 per hour based on qualifications.
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