Problem Manager Jobs in Clayton, NC (NOW HIRING)

At Bandwidth, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.

Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible.

We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.

We're experts who speak like humans. Ready to build what's next? #JoinTheBand

As a NOC Manager, you will be an instrumental part of Bandwidth.com’s Network Operations Center (NOC). The ideal candidate will ensure that the NOC drives issues to resolution, and the team meets all of it’s KPI’s. This is a role that requires individuals to lead a team to successfully meets its objectives, all while working in a complex troubleshooting environment.

• Supervise a 24x7x365 NOC shift and personnel that monitors, troubleshoots and repairs service-impacting network issues.
• Manage a team of technicians, providing guidance and mentorship, while ensuring that team obligations are met.
• Oversee day-to-day NOC operations, escalations, ticketing and communications.
• Ensure that issues impacting company production infrastructure, systems, and applications are being driven to resolution.
• Identify areas for process and efficiency improvement within the team.
• Create documentation around new workflows, and ensure that training is provided for internal team members.
• Serve as part of the escalation path for internal and external network issues.
• Gather reporting on network Service Level Agreements (SLA’s) and team Key Performance Indicators (KPI’s), and ensure that these metrics are being met.
• Review team member tickets for quality, ensuring that due diligence is being performed, and that standard operating procedures are being followed.
• Oversee network repair and after-hours maintenance activity (switch, transport and trunks).
• Will be part of a rotating management on-call schedule.
• While on-call, subject to receiving call outs 24 hours, 7 days a week.
• Participate in strategic planning sessions related to infrastructure, product launches, and network readiness.
• Represent the NOC in executive updates, audits, or customer reviews.
• Support special projects, organizational change initiatives, or process redesigns as needed.

• Education:
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience.
• Experience:
• 6+ years of experience in network or service operations, with at least 3 years in a leadership or management role.
• Demonstrated success managing multi-shift or multi-site operational teams in a 24x7 environment.
• Knowledge:
• Strong understanding of ITIL or equivalent service management frameworks.
• Deep familiarity with incident, change, and problem management processes.
• Working knowledge of network monitoring, infrastructure operations, and service delivery models.
• Skills:
• Proven ability to lead and develop high-performing teams and managers.
• Excellent analytical, communication, and decision‑making skills.
• Strong organizational and planning abilities, with a focus on metrics and performance outcomes.
• Capable of managing complex, cross‑functional initiatives with minimal oversight.

• Education:
• Bachelor’s degree in Business Administration, Information Systems, or related field.
• Experience:
• Experience leading NOC modernization or automation initiatives.
• Background in telecommunications, SaaS, or large‑scale network service environments.
• Knowledge:
• Familiarity with observability platforms, cloud networking, and DevOps practices.
• Advanced understanding of workforce optimization and capacity planning methodologies.
• Skills:
• Strategic thinking and change management.
• Skilled in influencing without authority across diverse technical and business teams.
• Competence in data storytelling and executive‑level reporting.

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company‑paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out‑of‑pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90‑Minute Workout Lunches and unlimited meetings with our very own nutritionist.