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