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Network Operations Center Supervisor

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The Network Operations Center Supervisor exhibits solid leadership skills and ownership of expectations and deliverables required of the Network Operations Center.  This candidate should have 3-4 yrs. of proven leadership & supervisory experience and a very strong background in voice and data communications support through a 24 x 7 Network operations environment.  A solid understanding of networking and telecommunications is needed (i.e. Cisco routers, switches, IXC’s, Telco’s, SIP, TDM, Unix, TCPIP, Sniffer tracing, Solarwinds, HP Openview, Concord NetHealth, NetCool, etc.)

In addition, this candidate will be responsible for setting up and administering network management monitoring tools. This candidate will need to understand component infrastructure engineering layouts, what needs monitoring and then develop reports, thresholds, and alerts. The goal is to implement proactive and reactive network management tools to achieve network stability and reliability of  99.9% or higher. Conceptually, this person should understand and have a vision in accomplishing this goal.

In summary, the Network Operations Supervisor will be responsible for the following: ensure that customers SLAs are met, manage alarms & associated monitoring tools and supervise a staff of Network Operations Engineers on a 24x7x365 basis.

Responsibilities:

  • Customer SLA monitoring and management
  • OLA monitoring and management
  • Serve as first level escalation point of contact for escalated customer issues
  • Establishing work schedules for senior and junior level technicians
  • Assist leadership team in interviewing and hiring NOC personnel
  • Directs and coordinates activities of personnel
  • Reviews status reports
  • Planning, assigning, and directing work
  • Appraising performance
  • Rewarding and disciplining employees
  • Manage mentoring program for NOC personnel
  • Addressing complaints and resolving problems with internal as well as external customers
  • Drive Continuous Service Improvement efforts
  • Provide after- hours escalation support on rotational basis
  • Provide shift presence on rotational basis as needed for coverage
  • Ensure team Change Management compliance

Basic Qualifications

  • Four years related supervisory/management experience and/or training, or equivalent combination of education and experience
  • 3+ years of experience with Network Telecommunications Systems, Operations Alarm management systems and Microsoft Office products and applications
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups of managers, clients, and customers
  • Ability to work well with a team in a fast paced, constantly changing environment and follow instructions from management and senior colleagues
  • Outstanding customer service skills and a dedication to the customer service experience
  • Dependable to be at work during assigned shifts and to complete work as expected
  • Ability to multitask and meet specific goals set by management
  • Experience with documenting procedures
  • Ability to troubleshoot basic product hosting and technical procedures as needed

Preferred Qualifications

  • Bachelor’s degree in a STEM-related field
  • Experience with establishing SLA’s with a background in service delivery and service support processes
  • Excellent written and verbal communication skills in the English language
  • Experience with Network Telecommunications Systems, Operations Alarm management systems and Microsoft Office products and applications
  • Experience working with workforce management systems & database software
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Job Benefits:

  • Competitive compensation program
  • Outstanding benefits package (including medical, dental, vision and life insurance)
  • 401(k) plan
  • Excellent holiday/vacation plans
  • Employee Referral Bonus Program
  • Annual performance-based bonus
  • Ongoing training opportunities
  • Visible, exciting work supporting the sales of cutting edge technology and workflow solutions

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