Duties / Responsibilities:

Document processes and audit compliance to ensure the NOC delivers expected results. Drive process automation initiatives to improve outage communication, incident response, and network monitoring. Implement auto-escalation mechanisms leveraging platforms like ServiceNow (WIRE) to minimize manual intervention. Enhance event correlation by integrating network relationships for better triage and issue resolution. Strengthen NOC-to-NOC communication through E-bonding for improved accuracy and efficiency. Develop and oversee best practices for outage management, ensuring timely response and resolution. Implement process improvements based on opportunities identified through the problem management program. Drive status monitoring improvements to streamline network performance tracking. Provide strategic direction to NOC teams, ensuring alignment with organizational goals. Collaborate with cross-functional teams to enhance service reliability and operational efficiency. Drive continuous improvement initiatives to optimize NOC processes and enhance overall performance. Other duties as assigned by Supervisor.

Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.

Bachelor’s degree in Telecommunications, IT, related field, or relevant work experience. 8+ years of proven experience in NOC leadership roles involving network operations, incident management, or process optimization within a large-scale network operations environment, preferably in the telecommunications or ISP industry. Expertise in NOC process optimization, automation tools, ITSM platforms (e.g., ServiceNow), and network monitoring systems. Proven experience in change management, compliance, and process improvement methodologies. Excellent analytical, problem-solving, and decision-making skills. Exceptional communication, negotiation, and stakeholder management abilities. Demonstrated ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

BENEFITS:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

Comprehensive Healthcare/Dental/Vision Plans 401K Retirement Plan with Company Match Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!) Paid Volunteer Time Paid Parental Leave Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service Employee Referral Bonuses Exclusive Entertainment Discounts/Perks

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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