Job Description

IT Incident Management Manager

NOVOS FiBER is a local, customer-first fiber broadband company dedicated to providing high-speed internet service to communities that need it most. As an Outside Sales Representative, you will be an integral part of our mission to bring reliable, high-speed fiber internet to underserved neighborhoods. In this role, you will engage with potential customers door-to-door, educating them about the benefits of NOVOS FiBER and converting leads into customers. You'll be the face of the company, building relationships within the community and showcasing why NOVOS FiBER stands out from the competition. This position offers an exciting opportunity to be a key player in our growth, while working in a flexible and rewarding environment.

Position Summary

We are seeking an experienced and driven Service Assurance Manager to oversee the coordination and resolution of major network events across our environment. You will serve as the front-line lead during incident bridges, working alongside our third-party NOC (Fujitsu) and internal teams to drive swift, coordinated responses. Your expertise will also guide the development of outage playbooks, ensure cross-functional training, and strengthen collaboration with a variety of critical vendors.

Key Responsibilities

• Lead all high-priority Incident Bridges, coordinating stakeholders to resolution.
• Develop, maintain, and continuously improve Outage Playbooks for IP and Transport domains.
• Train internal teams on incident processes, escalation paths, and bridge protocols.
• Serve as the liaison between internal teams and vendors (Sonicwall, Fortigate, FS, Eltek, Voltaire, Dantherm, Nokia, Smartoptics, Hexatronics).
• Review incident postmortems and implement process improvements to reduce repeat issues and MTTR.
• Partner with the NOC and engineering teams to ensure accurate event classification and timely escalation.
• Build and maintain visibility dashboards or reporting related to incident metrics.

Required Qualifications

• 5+ years of experience in network operations, NOC, or incident management roles.
• Demonstrated ability to lead high-priority incident bridges, driving coordination across engineering, field ops, customer support, and vendors.
• Proven ability to classify, triage, and escalate events across multi-vendor, multi-domain environments.
• Skilled in capturing real-time updates, tracking action items, and maintaining communication flow.
• Strong technical understanding of IP and transport network elements.
• Excellent communication skills with the ability to lead under pressure.
• Experience working with or alongside third-party NOCs and multiple vendors.
• Familiarity with network hardware and software from key vendors (e.g., Sonicwall, Fortigate, Nokia).
• Proven ability to build processes, documentation, and training programs from the ground up.

Preferred Qualifications

• ITIL certification or familiarity with ITIL-based incident management.
• Experience in telecom or ISP environments.
• Project or program management background.

Education Requirements

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, Network Engineering, or a related technical field preferred.
• Equivalent work experience in a relevant role may be considered in lieu of a degree.
• Additional certifications (e.g., CCNA, JNCIA, ITIL, PMP) are a plus.

$100,000 - $110,000 a year

Job Tags

Similar Jobs