NEP is expanding its connected production capability and is growing our remote monitoring and operations capabilities at our Dallas NOC location, and at other Connected Production Facilities. A key function of the NOC is to increase our observability specifically thru automating, alerting, and monitoring the NEP Network and datacenter infrastructure. The NOC will be focused on operations that can proactively and reactively alert key stakeholders, support groups, field engineers, and all other necessary people. The Director, NOC will lead a team of NOC operators in Dallas, TX, and support quality control of transmission processes for live events across Connected Production facilities.
Create a highly structured and process-oriented environment, with the ability to support IT infrastructure, live production infrastructure, and enterprise application systems.
Develop operational processes for managing distributed infrastructure.
Manage external clients in a positive, “client first” manner while supporting live events.
Develop and implement support plan and escalation strategies that meet the needs of the business.
Maintain and track network related performance data to enable data driven decision making, lesson learning, and best practices.
Assume a lead role on root cause analysis and recommend remediation steps to prevent future issues.
Oversee incident management and ticketing strategy relating to network outages.
Manage telco/fiber provider relationships and escalation procedures with NEP NOC staff.
Collaborate and lead plans on connecting NOC/TOC/MCR operations at connected production facilities in the US and Globally.
Help develop a single internal platform for fault monitoring, trouble ticket escalation and reporting.
Manage, lead, hire, train, and schedule NOC Operations staff.
Track and report on risks, contingency plans and roadblocks to stakeholders and leadership.
Work well, cross functionally with Engineering, Operations, and Production teams, both internal and external.
Ensure that forward thinking technologies are factored into the NOC including but not limited to AI toolsets.
Oversee all aspects of Incident resolution for incidents escalated to the NOC
Think like a client, looking for efficiency gains, cost advantages, or added benefits
Other duties as assigned.
The job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individual with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.