Manager, Telecom Engineering

Facilities and Business Operations:

The Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.

Please visit us at: https://fs.ucf.edu/or Facebook and Instagram: UCF Facilities

The Opportunity:

UCF's Telecom Engineering Manager leads the Network Operations Center (NOC) and 24x7 network monitoring and operational response functions, ensuring the reliability, availability, and security of enterprise network services. This position oversees NOC staff and third-party support providers, establishes operational governance and escalation frameworks, and ensures alignment with Information Security, Network Engineering, and institutional risk management objectives.

Responsibilities:

• Operational Leadership & Service Assurance - Lead daily NOC operations supporting campus wired, wireless, data center, cloud, and remote connectivity services. Ensure continuous monitoring, incident response, major incident management, and service restoration in alignment with defined SLAs/OLAs.

• Incident & Escalation Governance - Develop and enforce structured escalation procedures to eliminate operational ambiguity. Lead major incident bridge calls, post-incident reviews (RCA), and continuous improvement initiatives.

• Vendor & Third-Party Oversight - Manage performance and operational alignment of contracted 24x7 monitoring partners. Ensure vendors adhere to change control policies, escalation standards, and university governance requirements. Conduct service reviews and KPI assessments.

• Operational Metrics, Reporting & Risk Visibility - Develop dashboards and executive reports reflecting availability, incident trends, MTTR, SLA adherence, and systemic risk indicators. Provide leadership with operational health and risk posture insights.

• Operational Documentation & Runbooks - Maintain and execute standard operating procedures, runbooks, and knowledge base articles. Contribute to continuous improvement of operational processes and documentation.

• Strategic Planning & Cross-Functional Initiatives - Participate in network modernization efforts, resilience planning, and disaster recovery exercises.

• Collaboration with Teams - Work closely with Third party vendors, Network Engineering, Security Architecture, Infrastructure and other teams to support deployments, troubleshoot complex issues, and implement approved changes.

• Change Management & Policy Enforcement - Ensure operational compliance with university change management, network access control, security policies, and configuration standards. Coordinate planned maintenance activities and validate operational readiness.

• Tooling & Process Optimization - Oversee monitoring platforms, ticketing systems, automation workflows, and runbook development. Drive continuous improvement in event correlation, alert tuning, and operational efficiency.

• Team Management & Development - Supervise staff. Establish performance expectations, training plans, shift coverage models, and workforce development initiatives. Foster accountability, operational discipline, and customer service excellence.

Minimum Qualifications:

Bachelor's degree and 6 years of relevant experience; or High School Diploma (or equivalent) and 10 years of relevant experience oran equivalent combination of education and experiencepursuant toFla. Stat. 112.219(6).

Preferred Qualifications:

• Advanced experience leading Network Operations Center (NOC) or enterprise IT operations supporting complex environments (wired, wireless, data center, cloud, and remote connectivity).

• Experience developing and enforcing incident escalation frameworks and governance models that improve response time and operational clarity.

• Proven ability to manage and evaluate third-party vendors or managed service providers, including SLA/KPI oversight, service reviews, and contract compliance.

• Proven ability to manage and evaluate third-party vendors or managed service providers, including SLA/KPI oversight, service reviews, and contract compliance.

• Demonstrated success in creating and maintaining runbooks, SOPs, and knowledge base documentation to drive operational consistency and efficiency.

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Equal Employment Opportunity Statement:

The University of Central Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.

As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.

UCF is proud to be a smoke-free campus and an E-Verify employer.

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.

For general application or posting questions, please email talent@ucf.edu.