Job Description

We are actively seeking an experienced Manager, Network Operations Center (NOC) to help establish and lead a newly formed NOC function here at SmartRent. As the Manager, Network Operations Center, you will play a pivotal role in ensuring seamless, reliable, and efficient network operations for customers utilizing our Community Wi-Fi solution on their properties. You will not only build and manage the team responsible for the maintenance and support of network hardware but also spearhead initiatives to enhance our Wi-Fi infrastructure’s performance and reliability. The ideal candidate will have a proven track record in building and managing technical teams from the ground up, possess in-depth knowledge of network protocols, and excel in problem-solving. Moreover, we are looking for someone who can provide strategic technical leadership, specifically in Wi-Fi architecture, driving the optimization and innovation of our new Wi-Fi networks.

In this position, you’ll report to our VP of Cloud Infrastructure and work on-site at our Scottsdale, AZ headquarters in a hybrid environment.

Responsibilities

• Hire, onboard, and manage a team of Network Technicians, providing guidance, support, and fostering a collaborative and innovative team culture.
• Oversee the day-to-day operations of the NOC, ensuring efficient handling of escalated network-related tickets and timely issue resolution.
• Oversee the adherence to ticket service level agreements (SLAs) while maintaining organized records and reports of the team key performance indicators (KPIs) and other relevant metrics.
• Manage the validation and provisioning of network hardware for new projects and communities.
• Collaborate with project management teams to ensure hardware configurations align with network standards and requirements.
• Supervise network performance monitoring, identifying bottlenecks, and proactively optimizing network configurations for optimal efficiency.
• Implement changes and upgrades to improve network reliability and performance.
• Ensure proper backups and configuration snapshots are taken on a regular cadence.
• On-Call Rotation: Maintain a 24/7/365 on-call support on a rotation with other team members, including availability on nights and weekends.
• Spearhead the development of initial processes and procedures, optimizing over time to drive department efficiencies as the function scales.
• Ensure accurate and up-to-date documentation of network configurations, changes, and troubleshooting procedures.
• Generate and analyze reports on network performance, incident resolution, and hardware provisioning status.
• Foster collaboration with cross-functional teams, including developers, project managers, and support teams, to address network-related challenges.
• Communicate effectively with key stakeholders, providing clear and concise updates on network-related activities.

Required Qualifications

• 5+ years of experience in a Network Operations Center.
• At least 2 years of proven experience in a people management role.
• In-depth knowledge of networking, protocols, hardware, and troubleshooting techniques.
• Prior experience with commercial or residential community-based Wi-Fi and network technologies.
• Strong analytical and problem-solving skills.
• Excellent communication skills and collaboration abilities.
• Ability to work in a 24/7/365 operation on a national scale.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent years of relevant experience.
• Additional certifications such as Cisco (CCNA/CCNP), Cambium Certified Engineer, RUCKUS Certified Network Implementer (RCNI), RUCKUS Certified Networking Associate (RCNA), RG Nets (rXg), etc.

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