Job Description
This SOW secures a senior TVC to serve as the Head of NOC Systems Tools, Design & Automation. The primary goal is to drive operational excellence within the NOC by leading the design and implementation of automated solutions, optimizing workflows, and maximizing the effectiveness of all NOC tools. The TVC will be responsible for managing the dedicated NOC Tools team and delivering measurable improvements in key metrics like reduced Mean Time to Repair (MTTR) and elimination of manual processes.
The TVC's services must focus on achieving the following measurable outcomes during the contract period:
• Strategic Automation: Develop and document a comprehensive 12-month automation strategy and a long-term 3-year technology roadmap for NOC systems, including the adoption of AI/ML and AIOps technologies.
• Platform Ownership: Own the roadmap and ensure the optimal configuration and operationalization of critical platforms, including ServiceNow, Netcracker and other OSS tools, to maximize service quality.
• Process Transformation: Successfully implement automation projects resulting in the elimination of multiple high-impact manual processes and demonstrable increases in team productivity.
• Leadership & Advocacy: Lead the NOC Tools team, manage key vendor relationships (e.g., Netcracker), and act as a change champion to drive the adoption of new, data-driven operational processes across cross-functional teams.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Minimum qualifications:
• 7+ years of experience in the telecom, cable, or technology industry.
• 7+ years of experience in a NOC, service delivery, or operations role.
• Proven experience leading cross-functional teams in operational transformation through automation and change management.
• Bachelor's degree in a relevant field or equivalent practical experience.
• Ability to travel 25% domestically.
Nice to Have Skills & Experience
Preferred qualifications:
• MBA or advanced degree in a related field.
• 10 years of experience in the telecom or cable industry in a similar role or function.
• Experience supporting and optimizing NOC tools and processes with measurable improvements in key business metrics.
• Demonstrated expertise in evaluating and leveraging the strategic and operational impact of customer journeys and interactions.
• Proficiency in managing relationships with vendors such as ServiceNow and Netcracker, or similar.
• Expertise in leveraging Machine Learning or Artificial Intelligence for operational and decision-making efficiencies.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.