Manager - Service Operations Center

Lumos is looking for a full-time Manager – Service Operations Center! If you have experience as a tech lead or service lead, or providing support to teams in a NOC environment who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our scope leading a group of SOC Analysts that work with service technicians to install and repair single residential customers.

The SOC Manager provides operational monitoring and reporting on infrastructure and performance metrics related to provisioning and repair of single customer network equipment and services. Leads the management and day-to-day operations of the Service Operations Center (SOC) Team with a focus on proactive service activation and service restoration. The SOC Manager will be responsible for further design, enhancement, and management of SOC capabilities.

***Remote Opportunity: We’re looking for candidates in our existing service areas: Ohio, Kentucky, Virginia, North Carolina, South Carolina, Georgia, Alabama, or Florida. Typical daytime schedule with on-call rotation required to address evening and Saturday calls.***

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.

We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster. 

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.

Essential Functions

• Identify, evaluate, recommend, and implement processes, procedures, and tools which will enhance existing monitoring capabilities and ensure a cycle of continuous improvement.
• Ensure adequate coverage SOC so that network operations are properly performed, and all incidents are reported and remediated in accordance with documented requirements.
• Develop and maintain policies, processes, and procedures to ensure reliable and effective SOC operations.
• Manage the development and delivery of SOC deliverables.
• Cultivate situational awareness of Network Operations for self and entire team – operations and security events that threaten the operation of networks or systems.
• Monitor and review event indications, warnings, and system logs and notify the applicable stakeholders in accordance with SLAs and SOPs.
• Support Network Operations Center (NOC) leadership in the pursuit of the team’s mission.
• Manage, coach and mentor SOC staff to ensure employees are working as efficiently as possible while fostering a team-oriented environment.
• Adhere to and communicate HR policies and programs in collaboration with HR Manager.
• Perform regular 1:1s and Team Meetings, ensuring employees are aware of Company goals, their role in Lumos’ success, that performance feedback is ongoing, and that there is measurable progress on individual objectives and employee development.
• Ensure smooth operations of SOC to include: the accomplishment of team deliverables, adequate coverage is provided by the team to meet its SLAs, and make necessary approvals of any timekeeping or time-off requests.

Knowledge, Skills, and Abilities:

• Strong verbal and written communication skills.
• Demonstrated experience leading others or experience leading as a senior tech in an individual contributor role.
• CLEC/ILEC experience.
• Must possess an understanding of the overall CLEC/ILEC provisioning process for broadband equipment.
• Knowledge of, yet not limited to the: 5ESS, Broadworks, and BTS switches, ICMS, Yoda, and Voicemail systems. CHR, Zhone, Ribbon, C20, RDS Farm, Ciena, Adtran, Meraki, Calix.

Other Requirements:

• Education:  High School Diploma or equivalent required. Bachelor’s Degree (BS) in a related field preferred.
• Experience:  10 years’ experience in a provisioning, Network Operations Center (NOC) environment. 5 years’ leadership or lead tech experience required.

Benefits & Perks 

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.

We have:

• Comprehensive health, dental, and vision coverage.
• Competitive compensation packages, including bonus options for eligible positions.
• Paid Time Off and 12 Paid Holidays / Personal Days.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
• 100% employer-paid life and disability insurance.
• Employee Assistance Program (EAP) with access to professional support for life’s challenges.
• 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
• Wellness program offering education and cash incentives for gym attendance and nutrition programs.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of 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. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.