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Senior Manager, NOC

About Starry:

Starry is a rapidly growing internet service provider and we are proud to be an Equal Opportunity workplace. Just like the internet service we provide, we do not discriminate. We welcome people from all over the world to share their knowledge and perspectives. At Starry, you can discover the many careers and opportunities that are made possible when you connect people to the limitless possibilities of the internet.

Our mission focuses on two things. First, we’re making the experience of accessing the internet simple, transparent, and delightful. Second, we’re bringing that experience to underserved communities around the world. We approach our mission with a cutting-edge wireless technology, customer service designed to delight, and a culture of innovation and intellectual curiosity.

Team Overview:

Starry's Network Operations team supports Starry's growing national network, ensuring performance and reliability to meet customer demand. The team oversees operations and provides 24/7/365 monitoring, routing and IP transit, performance and implementation of proprietary gear, and defines configuration standards for best operational practices.

What you'll do:

  • Daily oversight and support of NOC managers and engineers, providing direction on workload priorities and technical assistance as needed
  • Offer highly technical, hands-on expertise
  • Ensure processes, escalation paths, and systems are enabled to quickly resolve network issues and events with a high sense of urgency and customer care
  • Partner with Starry Markets to streamline standardized processes for engagement, technician dispatch and management of events and activities
  • Help standardize processes and ultimately improve network operations
  • Drive service that meets and exceeds SLAs that aligns with our customer-first work ethic
  • Steer productivity improvements by transforming and growing operational capabilities, developing talent, setting and driving KPIs, growing strong partner relationships, and delivering increased efficiency and scale
  • Create and maintain repeatable, reliable processes and team culture to assure consistent and predictable team performance
  • Ensure procedures for all NOC teams are documented, kept up to date, and are well communicated
  • Ensure that operational metrics and reports are accurate and delivered to stakeholders
  • Cultivate innovation, creativity, teamwork, and professional growth of the NOC organization
  • Maintain strong standards of productivity, accountability, and morale

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or IT-related degree or equivalent experience
  • CCNA (Cisco Certified Network Associate) Route Switch or equivalent experience
  • 7+ years of leading a team in a Network Operations Center
  • Minimum 5 years network engineering experience as a hands on implementer and troubleshooter
  • Experience managing NOC shift rotation to ensure 24x7x365 coverage while serving as point of escalation for the team
  • Collaboration with peers to optimize and automate processes improving operational efficiencies
  • Experience in driving and raising issues with infrastructure vendors and Service Providers
  • Up to 50% travel required

We work hard, so we take care of each other and try to enjoy ourselves along the way.

All full time Starry employees receive:
 
  • 100% employer-paid low deductible health plan, dental plan, vision plan, AD&D, and life insurance and access to our 401(k) retirement plan
  • Equity compensation grant - so all employees have a stake in our continued success
  • 12 weeks of 100% paid parental leave for all new parents after six months of continuous employment
  • Professional development assistance after six months of employment
  • Catered meals on a weekly basis for employees working in the office
  • Casual dress, annual fitness reimbursement, stocked kitchen, and other perks and discounts

Happy Interneting!

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Starry does not sponsor applicants for employment visa status.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.