Vicente López, Buenos Aires
Neutrona Networks is a neutral and independent carrier that is re-writing the rules of telecommunications in Latin America by pioneering innovation in customer experience, network intelligence, and process automation. Neutrona has transformed itself into a leading technology solutions partner that provides mission-critical connectivity solutions to the world’s largest telecommunications carriers and fortune 500 enterprise companies. It is the only Latin American network to provide multiple sub-sea cable systems and terrestrial fiber rings monitored and managed with a home-grown SDN solution.
Neutrona’s market-leading Cloud Connect service also adds advanced SD-WAN capabilities for ubiquitous and secure access to public and private cloud platforms.
Join one of Latin America’s Fastest Growing Telecoms—Neutrona Networks!
The Role
Neutrona seeks an experienced Network Operations Center Team Lead (NOC), based in Buenos Aires, Argentina. The NOC proactively monitor Neutrona’s network to identify and prevent customer service disruptions. They follow established protocols to manage incidents, including tracking problem tickets, ensuring effective communications, and escalating issues when necessary.
Responsibilities:
- Incident Management:
- Monitor the ticket queue/reports to ensure tickets never exceed our SLA agreement
- Ensure all tasks submitted to the booking form are scheduled
- Ensure all Incident Reports are sent to the customer in a timely fashion
- Supervision of NOC:
- Perform performance reviews with the Team in accordance our policy
- Manage team’s schedule, shift rotas and PTO request approval
- Point of contact for NOC agents calling in sick when on shift
-Ensure all NOC members are proactively logging in and out of the Network Operations Center phone queue - mitigating missed calls received by customers
- Escalation:
-Point of contact for all NOC escalations, both external and internal - CSM, Operations Management, etc
- Engage on customer service issues – researching and implementing service and process related issues (Service Improvement Plans)
- Customer Engagement
- Participate in customer meetings when a NOC representative is required
- Global NOC Team Building: Work in conjunction with the other global NOC Team Leads to summarize all escalations ensuring that adequate troubleshooting has occurred and identifying any training opportunities
- NOC Performance
- Update and maintain training material, systems documentation and policy and procedures
-Report to leadership - progress, outstanding issues and challenges
- Review the Monthly Operations Report to analyse NOC performance and
acknowledge those who have exceeded expectations and those who have not met expectations
Minimum Requirements:
- Technical Certifications - JNCIA, CCNA, or other industry related certification.
- 2 – 3 years Team Lead/Supervisory experience required, preferably in a contact centre environment
- People leadership and direction experience, experience with : shift scheduling, performance reviews.
- You must be able to work all shifts in a 24/7 Customer Support work environment
- Strong PC literacy, MS Office, Visio, MS Project skills required
- Knowledge of servers routing protocols ISIS / BGP /
- 5-6 years of Networking support experience
- 4-5 years of help desk experience
- In depth knowledge of MPLS
- Demonstrated troubleshooting abilities
- Able to make judgments under ambiguous conditions
- Proven ability to prioritize work and escalate issues as needed
- Excellent verbal and written communication skills and the ability to interact professionally with clients, management team and coworkers
Neutrona Networks is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.
