Vendor Performance Manager, NOC Operations

Responsibilities

• Oversee and optimize the performance of third-party vendors providing NOC and technical support services
• Develop and monitor KPIs such as SLA, AHT, MTTD, and MTTR
• Conduct daily performance reviews and implement corrective action plans
• Forecast staffing needs and monitor vendor workforce productivity
• Manage vendor relationships and collaborate on process improvements
• Analyze performance data to identify trends and drive continuous improvement
• Maintain understanding of NOC processes and tools like ServiceNow, Genesys, and Jira
• Identify and mitigate risks associated with vendor relationships

Requirements

• Bachelor's degree in business, information technology, or a related field
• 7 years of experience in operations, vendor management, or technical support
• Proven experience building and maintaining strong vendor relationships

Preferred Qualifications

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills

About the Company

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States.