Tesla

NOC Manager, Supercharger - North America

Tesla

April 3, 2021

Fremont, CA, US


Network Operation Center (NOC) Manager will provide overall direction and leadership to the operational activities for Supercharger Network Operations Center. Primary responsibilities include: managing the 24 x 7 command center; coordinating with global technical support teams, coordinating during major service interruptions, ensuring notifications to key stakeholders and completing detailed reviews for major network outages. The ideal candidate will have solid management skills and a track record for leading small teams in a technical and process-driven environment. The role will be highly cross-functional and involve working with multiple internal teams such as Engineering, Deployment, Field Service, Customer Care etc. As a leader at Tesla, we expect a proven track record of successfully managing, training, and coaching a team to success. Our Supercharger NOC Manager upholds the Tesla excellence standard by assuring policy compliance, quality standards, and efficiency goals are met.
Duties/Responsibilities:
  • Manage, train and hire team of Technical Support Specialists
  • Oversee NOC operations which includes monitoring, alerting and escalating to key stakeholders during outage events
  • Responsible for sustaining high availability across Tesla’s Supercharger network
  • Perform weekly scrub of North America Supercharger sites and follow up with service teams on solutions for sites
  • Maintain accountability on site at all times
  • Lead weekly check-ins prior to major holidays and weather watch events to review priority sites
  • Contribute to key dashboards and metrics needed for reporting network uptime and team performance
  • Ensure that up-to-date technical documentation exists for all services provided by the NOC team
  • Work toward smart solutions like automation

Required Skills/Abilities
  • Bachelor’s degree
  • Experience in managing technical support teams
  • Experience running a service operations focal point
  • Preferred candidates will have experience working within energy and/or technology industries
  • Highly collaborative and able to build positive working relationships swiftly
  • Advanced skills in MS SQL and MS Excel is a plus
  • Experience in MS Office with ability to learn new software/tools with minimal supervision
  • Highly organized and detail-oriented and experience managing cross-functional projects
  • Excellent verbal and written communication skills
  • Possess a high level of understanding in customer experience

All candidates must successfully complete and pass MVR background check