Network Project Coordinator

About Us

Intelletrace is a leading telecommunications company offering comprehensive support in data, internet, VoIP, voice, security, and managed services for businesses across the United States and internationally. We serve as a single point of contact, connecting businesses with top-tier carriers to meet their specific needs.

Learn more at www.intelletrace.com.

Candidate Location: Philippines (preferably Metro Manila)

Role Overview

The Network Project Coordinator plays a critical role in supporting Intelletrace's Global Network Operations Center (GNOC) by building operational processes, managing escalations, coordinating network projects, and ensuring consistent case lifecycle management. This role ensures efficient coordination between network engineers, carriers, vendors, and customers while maintaining high operational standards, clear documentation, and timely delivery of tasks.

This position is ideal for someone who has experience in NOC environments, excellent communication skills, and strong process-building discipline, with the ability to turn operational gaps into scalable, standardized procedures.

Responsibilities

1. Process Development & Operational Standardization

• Develop, document, and maintain GNOC Standard Operating Procedures (SOPs), runbooks, workflows, and escalation matrices.
• Conduct periodic process reviews to ensure accuracy, efficiency, and alignment with GNOC needs.
• Build quality assurance (QA) checklists for ticket handling, escalations, and project activities.
• Lead GNOC initiatives focused on automation, operational efficiency, and continuous improvement.

2. Network Project Coordination

• Coordinate internal and customer-facing network projects such as installations, migrations, upgrades, carrier provisioning, and implementation tasks.
• Build project timelines, track milestones, and provide status updates.
• Coordinate communication between internal engineering, carriers/ISPs, integrators, and customers.
• Ensure completed projects are properly transitioned to GNOC monitoring and production teams.

3. Case & Incident Lifecycle Management

• Oversee high-priority or aging network cases to ensure timely resolution.
• Track SLA performance and escalate delays to the appropriate teams, vendors, or carriers.
• Ensure tickets are properly documented with troubleshooting notes, timelines, and RCAs.
• Provide daily/weekly incident summaries, trend reports, and case analytics to GNOC leadership.

4. Vendor, Carrier & Customer Coordination

• Act as a point-of-contact for escalations involving carrier account managers, telcos, and network hardware vendors (Cisco, Fortinet, etc.).
• Monitor carrier updates, maintenance advisories, ETAs, and follow-up actions.
• Maintain organized and clear communication streams with customers during service-impacting events.

5. Reporting, KPI Tracking & Documentation Management

• Generate weekly/monthly GNOC performance and SLA reports.
• Track metrics related to project completion, SLA compliance, case aging, and RCA trends.
• Maintain organized and updated documentation repositories in the Salesforce Knowledge Base.
• Support internal audits, quality checks, and operational reviews.

6. Process Training

• Train new hires and existing staff on GNOC processes, workflows, and operational standards.
• Conduct refresher sessions to ensure team alignment on new or updated procedures.
• Assist in building onboarding documentation, training modules, and knowledge base articles.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field.
• Understanding of IP networking concepts (LAN/WAN, routing, switching, VPN, IP addressing).
• Basic knowledge of network devices (Cisco, Fortinet, Juniper, MikroTik, etc.).
• Solid understanding of NOC operations, ticket workflows, monitoring, and escalations.
• Experience with project management and collaboration tools.
• Strong documentation and process development skills.
• ITIL v4 Foundation (required).
• Higher ITIL v4 certification is a PLUS
• CompTIA Network+ or Cisco CCNA (advantage).
• Highly organized with strong attention to detail.
• Excellent written and verbal communication skills.
• Strong follow-through, accountability, and ability to multitask.
• Customer-oriented mindset.
• Strong analytical and problem-solving skills.

Requirements

• Willingness to work night shifts to align with US operations.
• Reliable home internet connection and a quiet work environment.
• Ability to attend meetings and training sessions when required.

Salary & Benefits

• Competitive salary based on experience and qualifications.
• Permanent Work-From-Home arrangement.
• Internet and mobile allowance.
• Opportunities for career progression and certifications.