Network Operations Manager
PHP 1 - 2,000 monthly

Synacy Inc.
With business certificates

51-200 employees
Cebu City, Cebu
(This job advert is placed on behalf of RISE)
The RISE mission is to accelerate internet in the Philippines—we do this by focusing on the overall customer experience as well as the actual internet service we provide to business clients. Transparency and openness are guiding principles of our customer experience.
The Network Operations Manager is responsible for leading and developing the Network Operations Center function, including leading a team of Network Engineers. This role is also responsible for the smooth operation of the RISE network and associated systems, processes, services, and people. It will lead the team responsible for the execution of plans created by design & architecture as well as business as usual network activities such as provisioning, maintenance, upgrades, change and fault management.
The NetOps Manager will be asked to develop strategies that are in line with the Company’s goals, and improve the integration of the NOC Team with other divisions. The NOM will work closely with teams in multiple locations.
Job responsibilities may include, but aren't limited to:
Network Management
  • Ensure service quality and network efficiency
  • Lead and suggest, when needed, improvements to maintenance, provisioning, service restoration, and data centre processes and capabilities
  • Develop and own the processes and procedures used by the team, based on best practice for the industry
  • Act as Incident Controller in the case of major network incidents, coordinating multiple internal teams to ensure fast resolution and excellent customer outcomes
  • Manage relationships with suppliers, along with escalations in the case of fault scenarios
  • Validate MOP (Method of Procedure) documents for complex changes and network augments
  • Responsible for the technical escalation to 3rd parties (e.g. connectivity providers, hardware vendors etc)
  • Develop and report on key network performance metrics
  • Lead the team in the deployment of new network and systems hardware and software and in maintaining service provisioning standards while identifying and responding to service issues
  • Responsible for ensuring the presence of network spares along with maintaining fault response readiness
  • Responsible for quality of change requests
Staff Management
  • Lead and manage a team of Network Engineers
  • Provide overall guidance and supervision to the Team and conduct training/learning sessions when needed
  • Monitor required staffing levels for 24/7 shifts and schedule team members to be able to respond in a timely manner to network issues
  • Ensure Team compliance to documentation related to work processes or support tickets
  • Conduct staff performance reviews via Continuous Check-Ins and recommend promotions when necessary
Customer Service Management
  • Effectively handle escalations for customer problems that come in via the Support Helpdesk
  • Meet SLA requirements for the provision of new services and service restoration
  • Ensure that an excellent level of Customer Service is being provided by the team to staff and any issues are addressed effectively and sensitively
  • Ensure that correct procedures regarding ticket processing are adhered to
  • When applicable, document accurately items escalated and actions taken
Qualifications required:
  • Significant proven experience in comparable role within an ISP,Telecoms or IT organisation
  • Previous extensive experience of building and developing a technical team
  • Excellent verbal and written communication skills
  • Able to analyse problems, issues & needs and provide robust but adaptable solutions which meet current and future requirements
  • Ability to cope with changing environment – including adapting to meet emergency business critical events
  • Effectively plans and organises personal and team workload
  • Capable of working under pressure/using own initiative with minimal supervision
  • Team player, who contributes ideas and suggestions for improvement
  • Keen interest in leading edge ISP technologies
  • Knowledge of network/IT standards and practices
  • Experience in dealing with end users
  • Experience managing third party providers (vendors etc.)Strong knowledge of network troubleshooting tools, and monitoring platforms
  • Happy to challenge existing processes and procedures
  • Vendor certifications a plus (JNCIA/JNCIS/CCNA/CCNP etc.)
Preferred 5 years experience in the following:
  • Experience working with a large, operational IP network.
  • Experience working in a customer support team or environment
  • Experience with management of IT professionals, especially in a 24x7 environment
Working Conditions:
  • Travel may be required to other locations depending on Company needs
  • Overtime may be required
  • On-call duties may apply
  • May be required to work nights
  • May be required to work on weekends
In your application, kindly indicate the currency of your desired salary.
We apologise, however, due to the volume of applications most likely we will not be able to respond to each applicant individually, however we do appreciate your time and will review each application that we receive.

Synacy/RISE is committed to protecting your personal information. Your information will be collected, used and may be shared by Synacy/RISE with third party service providers to serve lawful purposes, for Synacy/RISE recruitment process, including processing of data by third party when required. Your information shall be held only as long as necessary to achieve the purpose for which it is collected. The use and transfer of your information will be strictly in accordance with the applicable data privacy law and in line with our privacy policy available at Synacy/RISE Privacy Policy. Further, by clicking Apply, you agree and acknowledge that you have read Synacy/RISE’s privacy policy and fully understand your rights to access, correct or withdraw your information anytime.

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Synacy Inc.

About the Company
Synacy is a global company, developing software products in the Philippines using international best practices, and exporting to the world.
We aim to help businesses be competitive by a consolidating telecommunications and technology markets and giving them access to opportunities that until now only large companies can realise.
We believe the best results for end-users and customers come from a number of various companies providing the best to service them. We want to enable them so they thrive.
We do this by providing the infrastructure and tools for them to sell new telecom products and enhance the value they deliver to their customers.
Our founders are from Australia, and together with our diverse, international leadership team, we managed the business from our offices in the Philippines, Australia, Canada, and Singapore.
Our company offers our products and operates under a few brands. At UTBox and Monopond, we offer fax and SMS messaging products, available globally, for individual and wholesale use. We founded an internet service provider to accelerate internet in the Philippines known as RISE. At RISE, we offer competitive fiber based internet access, to businesses located in major cities in the country.
It is our intent to form a globally competitive organization. We believe talented and remarkable people is found anywhere in the world. At the moment, we have most of our teams co-located in our offices in the Philippines. However, we are not limiting our reach here, we are forming a remote-first culture within our organization, so we can offer the opportunity to current and new members to work wherever they are productive.
A few of our strategies:
Software and automation is at our core. We believe in efficient, resilient, and scalable approach. Work smarter not harder, so that when you work hard you are working smart.
To our customers, we want to offer a complete service, in an integrated package.
We have taken the challenge of integrating with many telecommunication providers in the world, and aggregated our customer traffic, to offer a consistent quality at the best possible price.

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