Network Operations Center (NOC) Manager | RACOM Corporation

Are you inspired by the idea of supporting our nation’s critical infrastructure and securing communications for first responders, utilities, and transportation?   Are you interested in being part of a fast-paced, growing company with opportunities to expand your knowledge base across a wide range of mission critical technologies?   Company Overview Eastern Communications, Ltd. is a critical communications provider based in Long Island City, Queens, NY. Founded in 1976, and acquired from original ownership in 2020, Eastern provides infrastructure, technical services, field replacement parts, and maintenance to a range of end users including public safety, transportation, utilities, and the federal government. The company has earned its exceptional reputation for delivering the highest quality products and services over its 45+ year history. In February 2023, Eastern acquired Marshalltown, Iowa-based RACOM Corporation, and has since acquired both PMC Wireless in New Jersey and GenComm in Wisconsin.  It now comprises 350 employees across 18 locations nationwide.   Job Summary We are seeking a Network Operations Center (NOC) Manager to join our team in maintaining Land Mobile Radio (LMR) communication systems for our customers. As the first point of contact, the NOC team utilizes core competencies in customer service, network monitoring, and technical support to ensure seamless communication. This role requires management of the NOC team and filling in as NOC operator when the team is not available. Role requires collaboration with other operators, internal stakeholders, customers, and third-party vendors to provide 24/7 support. Prior experience as NOC manager or NOC operator is preferred. Responsibilities Include but are not limited to

Team management: Management, supervision, scheduling, and training of NOC personnel to ensure the NOC is staffed and ready to meet its mission 24/7/365 with competent professionals.

Process optimization: Production and maintenance of standards, procedures, and guidelines across customers and internal teams focused on standardization of processes across customers, improved correspondence with stakeholders, and increased core competency of NOC team

​Customer Support: Serve as NOC operator in situations where NOC team is not available and provide overflow assistance with handling calls during peak hours.​

Report Generation: Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients.​

Collaboration: Work closely with other operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers’ communication systems.

Qualifications

Education and Experience: Candidates with 3-4 years of relevant experience as manager or 4 years of experience as a NOC operator and/or similar experience. High school diploma or equivalent required.

Soft Skills: Excellent communication abilities, both verbal and written. Strong problem-solving skills, attention to detail, and the capacity to work effectively under pressure.

Tools: Proficient in Microsoft Office Suite.

Preferred Qualifications

Tool: Experience with monitoring tools such as L3Harris RNMs/ ENMs, SolarWinds, Tait Enable Monitor, etc. is preferred.

Technical Skills: Familiarity with or willingness to learn the following aspects of LMR communication systems:

Radio Equipment Operation: Understanding the functionality and operation of handheld portable radios, mobile radios, base stations, and repeaters.

System Infrastructure: Comprehension of the components that constitute LMR systems, including networks that connect base stations, towers, and repeaters.

Frequency and Spectrum Management: Knowledge of VHF and UHF frequency bands and their applications in LMR systems.

Troubleshooting Techniques: Ability to diagnose and address common and frequent issues within LMR communication systems.

Availability

Standard working hours are 8:00 AM to 5:00 PM, Monday through Friday. However, candidates must be willing to cover additional shifts, including nights, weekends, and holidays, to ensure 24/7 network support, especially in cases where other operators are unavailable.

Benefits We Can Offer You:

Health, dental and vision insurance

401k and company match

Annual performance review and associated bonus

Paid holidays, vacation and sick days, and parental leave

Ongoing technical training

Advancement opportunities

Company-provided uniforms and safety equipment