Intrado

Compensation

Full Description

About Us Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters. Responsibilities/Qualifications Role Overview The Director of Network Operations Center (NOC) is responsible for the strategic leadership, customer engagement, and operational excellence of Intrado’s 24x7 NOC supporting life-critical public safety and enterprise services. This role owns NOC strategy, service reliability, and customer confidence, while ensuring day-to-day execution is effectively managed through established leadership roles. This position serves as a primary customer-facing leader for NOC operations, partnering closely with Customer Success Managers (CSMs), Product, Engineering, Network, and Infrastructure teams to ensure operational outcomes align with customer expectations and business objectives. The Director will elevate the NOC from a reactive operations function to a proactive, intelligence-driven organization, while reducing executive dependency for operational engagement. Key Responsibilities Strategic Leadership & NOC Evolution • Define and execute the NOC strategy, aligned with company reliability, observability, and customer experience goals. • Drive the evolution of the NOC from alert-driven response to proactive, outcome-focused operations. • Establish clear operating models, tiering, escalation paths, and accountability boundaries across NOC, Incident Command, SRE, and Engineering. • Lead modernization initiatives including monitoring optimization, alert noise reduction, runbooks, automation, and AI-assisted operations. Customer & CSM Engagement • Act as a senior NOC leader in customer-facing discussions, including escalations, RCAs, service reviews, and executive briefings. • Partner with CSMs as a peer, shaping customer narratives around reliability, incidents, and continuous improvement. • Build and sustain executive-level trust with key customers through accountability, transparency, and follow-through. • Own operational credibility with customers, significantly reducing the need for VP-level involvement in routine escalations. Operational Excellence & Performance Management • Own NOC performance outcomes including MTTD, MTTR, SLA adherence, incident quality, and communication effectiveness. • Establish metrics-driven operating cadences with clear goals and accountability. • Ensure consistent execution of incident response, bridge leadership, customer communications, and post-incident reviews. • Translate operational data into clear, executive-ready insights for internal leadership and customers. Leadership & Team Development • Lead and develop NOC leadership, setting expectations for technical rigor, decision-making, and customer engagement. • Empower leaders to run daily operations while maintaining accountability for outcomes. • Build leadership depth through coaching, mentoring, and structured development plans. • Foster a culture of ownership, collaboration, and continuous improvement. Cross-Functional Partnership • Partner closely with Network, Infrastructure, SRE, Product, Engineering, and Incident Command to improve end-to-end service reliability. • Influence roadmap priorities through operational data, customer impact, and risk analysis. • Drive alignment between operational commitments and technical capabilities. Required Qualifications • 10+ years in NOC, Network Operations, Site Reliability, or Service Operations. • 3+ years leading managers or senior leaders in a 24x7 operational environment. • Proven experience owning customer relationships in mission-critical or high-availability environments. • Strong background in: • Major incident management and escalation leadership • SLA/SLO ownership and service reviews • Monitoring and observability platforms • Practical ITIL / service management execution • Demonstrated ability to set strategy and execute, not just manage operations. • Strong executive presence and communication skills. Preferred Qualifications • Experience supporting public safety, telecom, SaaS, or regulated services. • Exposure to modern observability platforms (e.g., New Relic, Broadcom, Datadog, Splunk). • Experience transforming or scaling NOC or service operations organizations. • Strong business acumen including staffing models, capacity planning, and cost optimization. Total Rewards Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan, and several that go above and beyond – paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more! Apply today to join us in work worth doing! The starting salary is anticipated between $150,000 and $170,000 and will be commensurate with experience. Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.