The Switch - Careers

Manager, NYC NOC Operations

Title: Manager, NYC NOC Operations
Reporting To: VP, Operations
Location: New York, NY

The Switch provides a global platform for the production and distribution of live video. The company offers a scalable broadcast production and transmission platform that puts control exactly where the customer needs it: in their facilities, at The Switch or both. The Switch connects over 800 of the world’s largest content producers and distributors to professional sports, news and entertainment venues and provides a unique meet-me point for seamlessly connecting media outlets, streaming platforms and web services. Learn more about us at:

The Switch is seeking an experienced Manager, NYC NOC Operations to contribute to the growth and success of our Company.

Principal Responsibilities:

  • Oversee daily activities in the NYC NOC and related staff
  • Provide direction and supervision to a 24/7 NOC team
  • Provide direct escalation support to the NOC for daily, weekly, and special event requirements
  • Coordinate NOC personnel to ensure appropriate staffing and scheduling, accessibility for continuous operation of mission critical production network and systems 24/7
  • Review daily shift logs, track lifecycle of discrepancy reports through closure to ensure proper resolution. Prepare and post the weekly schedule and review and approve timecards in the online time-tracking portal
  • Lead training, planning, assigning, direction of work, addressing complaints, and resolving problems while sharing expertise with others
  • Evaluate, develop, and deploy new processes and policies to increase employee production and efficiencies
  • Manage and mentor NOC team for growth and opportunities
  • Manage difficult or emotional customer situations; respond promptly to customer needs; respond to requests for service and assistance; meets commitments
  • Diagnose and problem solve all aspects of the DTM Network, and local circuits, trunks, video and ethernet services to ensure highest quality of service and resolution in a timely manner
  • Liaise with intercompany department heads to ensure performance of all network operating systems is optimal
  • As required place orders and route higher level services for customers
  • Research, propose, prototype, specify and deploy remote monitoring systems for work at home solutions that support the DTM Network and IP Based Distribution customers
  • Responsible for primary point of contact/escalation for all technology/maintenance issues and problems at the NYC NOC
  • Administer NYC NOC building /security access and facility maintenance as needed
  • Manage NYC NOC maintenance needs and tasks while maintaining strong relationships with our maintenance and related building vendors
  • Develop strategies and tactics for improving operation efficiencies while improving service levels, employee retention and operational costs
  • Troubleshoot issues and provide technical support
  • The ideal candidate will have experience providing support in a fast paced, high energy, 24/7 environment.

Required Skills:

  • Bachelor’s Degree preferred
  • 5+ years prior experience managing 24/7 NOC and operations team/facility
  • Strong experience in customer facing, 24/7, mission critical services
  • In-depth industry knowledge • Meticulous attention to detail, time management and appropriate follow-up skills
  • Strong written & verbal communication skills and the ability to think critically and work independently
  • Ability to thrive in a fast paced & challenging environment
  • Working knowledge of Net Insight MSR transport platform and IP/MPLS networks
  • Experience with Cloud based solutions, and methods for application standup and deployment of distribution technologies using CDN or similar platforms • Competitive, self-driven, self-motivated, goal oriented and confident individual
  • Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan

Schedule andCompensation:

  • Full-time
  • Competitive compensation and benefits package

Please send resumes via email to No phone calls, please.