Velocity A Managed Services Company

Compensation

Full Description

General Summary Velocity is seeking a Director/Senior Director, Network Operations Center (NOC) who is a strategic leader with a proactive and customer-focused mindset. This role requires a results-driven professional passionate about innovation, service excellence, and operational efficiency. As the Director/Senior Director, you will play a pivotal role in overseeing and enhancing the operations of our 24/7/365 NOC Center. You will provide strategic leadership, drive process improvements, and ensure the highest level of service quality and customer satisfaction. This position requires a balance of strong technical expertise and leadership skills. Reporting directly to the EVP of Operations, you will lead a team of engineers, managers, and supervisors to maintain seamless network operations, execute escalations, and optimize service delivery across our customer portfolio. Primary Duties and Responsibilities • Provide strategic direction and leadership for the NOC organization, ensuring operational excellence and alignment with company goals. • Oversee career development, coaching, performance evaluations, and team mentorship for managers, supervisors, and technicians. • Define and implement scalable processes to improve efficiency, service quality, and customer satisfaction. • Manage workload priorities and provide technical guidance to ensure rapid resolution of network issues and service disruptions. • Drive continuous improvement initiatives, implementing automation, analytics, and best practices to enhance operational performance. • Develop and track key performance indicators (KPIs) to measure team effectiveness and service excellence. • Maintain strong relationships with internal stakeholders and customers, ensuring clear communication and transparency in operations. • Ensure the NOC team operates within defined SLAs, aligning with our customer-first work culture. • Recruit, develop, and retain top talent to build a high-performing NOC team. • Serve as an escalation point for critical incidents and ensure a rapid, effective response to network events. • Lead cross-functional collaboration with IT, Engineering, and Support teams to enhance service delivery and network resilience. • Develop and maintain business continuity and disaster recovery plans for the NOC. Skills, Qualifications and Education • Bachelor’s degree in Computer Science, Information Technology, or a related field; equivalent experience considered. • 10+ years of progressive leadership experience in a Network Operations Center, telecommunications, or IT operations environment. • Proven track record in leading large-scale teams and driving operational efficiencies. • Deep expertise in network infrastructure, incident management, and service delivery. • Strong knowledge of ITIL frameworks, network monitoring tools, and automation technologies. • CCNP (Cisco Certified Network Professional) or equivalent industry certifications preferred. • Exceptional analytical, problem-solving, and communication skills. • Experience in implementing AI-driven network monitoring and automation solutions is a plus. Why you’ll love working at Velocity We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals. As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for. Diversity and Inclusion Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities. Our Values – Collaborative and Strong at the Core • Customer-obsessed • One team • Do the right thing • Let’s go! Our Benefits • Medical, Dental, Vision • PTO & Paid Holidays • 401K – with Employer Match • Paid Parental Leave • Company provided Life Insurance, Short/Long-Term Disability • Supplemental Benefits Available About Velocity MSC Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/. Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.