The Senior Network Engineering Manager is responsible for leading a team of highly skilled Level 3 Engineers to ensure the network and services to customers operates efficiently and without interruption. This position oversees all Network Maintenance activity, Level 3 escalations, and Network Outage events. It requires coordinating and communicating with the Sr. NOC/Technical Support and Inside Plant Manager for timely escalation and resolution to customer service outages. Additionally, the Sr. Network Engineering Manager is responsible for the Network Change Management process for the company, working closely with Network Engineering & Network Architecture for scheduling and approval of all maintenance activity, change deployments, and network upgrades that are required to ensure the networks are operating at designed levels. The Sr. Network Engineering Manager is also responsible for collecting all RFO/RCA technical information and working with peer organizations to resolve any corrective action plans. Responsibilities also include monitoring network performance and performing network triage for all issues brought forth by peer organizations.

Essential Job Functions:

· Oversight and enforcement of Network Change Management responsibilities and inter-departmental coordination,

· Plan, organize, and manage staffing for Level 3 and above resources (Tier 3 Support),

· Work closely with IT Management and Network Architecture to identify any network vulnerabilities and ensure proper standards are followed for public facing firewalls and DDoS protection equipment,

· Manage all network and alarm monitoring tools, systems, and procedures to provide notification and management of network and service issues

· Develop, maintain, and implement network configuration management policies and best practices,

· Serve as the Tier 3 escalation point for all escalated troubles from Technical Support and/or Network Engineering,

· Hire, develop, and retain a technical staff of customer focused engineers and technicians to ensure the effective operation of the department,

· Work closely with the Tech Support Manager to assist in identifying network events, issues, and causation analysis for common customer trouble reports,

· Lead and implement continuous internal training documents for technical skills improvement across all levels of the Network Operations,

· Identify common network or service delivery faults and provide guidance to the business on possible system or workflow improvements,

· Assist in documenting and maintaining network diagrams for the Layer 1, 2, and 3 deliveries of our services through the network (in conjunction with Network Engineering & Architecture),

· Manage all related network partner and peering relationships and operational expectations, inclusive of opening and managing troubles with peer networks,

· Continuously identify areas for process and efficiency improvements, including but not limited to automation of tasks, service activation, alarm reporting, and monitoring initiatives,

· Other special projects or assignments, as deemed necessary by the manager.

Knowledge, Skills, and Abilities:

· Working knowledge in Internet Service Provider networks, systems, and protocols,

· Must have excellent leadership and communications skills (oral and written),

· Exceptional organizational skills,

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations,

· Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills,

· Strong coaching and leadership skills, ability to motivate employees,

· Decisiveness and attention to detail,

· Ability to work independently and in a highly technical team environment,

· Working knowledge of technical delivery parameters for internet connectivity over Copper, Coax, Fiber, and Wireless delivery mediums,

· Working knowledge of networking protocols and terminology, such as DNS, DHCP, PPPoE, High Availability designs, and Virtualized Networks (VMWare, etc).

· Working knowledge of Voice service deliveries and networking, over both TDM (Time Division Multiplexing) and VOIP (Voice over IP).

Education and Experience:

Bachelor’s degree in Computer Science, Electrical Engineering, Telecommunications Engineering, Information Technology fields and/or 5+ years’ experience in Network Engineering or Tier 3 support role preferred

Network Certifications (e.g., CCNA, CCNP, Security, etc.) preferred

Experience in Technical Repair/Troubleshooting strongly preferred.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• On call

Ability to commute/relocate:

• Bangor, ME 04401: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Network engineering: 5 years (Required)
• Tier 3 Support: 5 years (Required)
• Network Engineer Management: 5 years (Preferred)
• Network protocols: 5 years (Preferred)
• High Level 3 Escalation: 5 years (Preferred)

License/Certification:

• CCNA, CCNP, Security (Preferred)

Work Location: Hybrid remote in Bangor, ME 04401

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