Manager Incident Management

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
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.
Responsibilities

• 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.

Qualifications

• 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

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Pay is competitive and based on a number of job-related factors, including skills and experience.
The starting pay rate/range at time of hire for this position in the posted location
is $123,379.00 - $202,694.00 / year. The rate/range provided herein is the anticipated
pay at the time of hire, and does not reflect future job opportunity
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty