NOC Supervisor

NOC Supervisor

Employment Status:  Full Time

DEPARTMENT:  Network Operations Center (NOC)
FSLA status:  Non-Exempt
SHIFT:  1st, 2nd and as needed
REPORTS TO:  Manager or Director

PURPOSE:

This is a working supervisor position and is a Subject Matter Expert [SME] in multiple areas of Data, Voice, SIP, Fraud mitigation, IT and related systems. They are responsible for providing technical approaches/techniques to solving customer/network issues to junior skilled NOC technicians and have direct integration with the Engineering team on complex troubleshooting initiatives. Assesses existing tickets, prioritize, and takes initiative in resolution including customer interaction. They are responsible for scheduling and authorizing Payroll and PTO.

GENERAL DESCRIPTION:

The NOC Supervisor assesses the daily processing of trouble tickets, troubleshooting and inbound call reporting issues. This position provides work flow management to the support Network Operations Center [NOC] operations. The NOC Supervisor functions as the second/third level for repair escalations, identifies gaps in process/systems and recommends/supports NOC tech training, creates reference materials and tools for the NOC.  Responsible for using tools and applications to monitor, track and resolve customer complaint. This role has significant responsibilities to identify, document and implement improvement initiatives involving processes and systems. Serves as a liaison to departments involved in researching and resolving customer repair and fraud issues using internal and external vendors/resources. This role must utilize their advanced technical knowledge and abilities in troubleshooting, quick resolutions and systems knowledge to expedite customer and network issues.

Essential Duties:
  • Coach and train new and existing NOC technicians
  • Respond to and address fraud alerts including supporting NOC technicians in blocking/disabling services impacted by fraud
  • Is an internal & external escalation point for repair related issues
  • Develop and implement customer and vendor improvement initiatives
  • Work with inter-company departments to leverage resources and information to resolve customer issues and rectify outages, downtime, assist with circuit research and record keeping, etc.
  • Authors, documents and implement processes that are aligned with company policy including system automation/mechanization improvements
  • Maintain standards related to repair processes
  • Conduct assessment on ticket history and Reason For Outage [RFO] documentation
  • Special projects as assigned
  • Assessing company and departmental needs, executing strategy and adapting to changing priorities
  • Supports inbound call management and participates in high call volume instances
  • All other duties as assigned
Minimum Requirements:
  • 5-8 years Telecommunications, IT, Security or related technical experience
  • Demonstrate advanced skills/experience of Telecommunication/Data networks
  • Must have expert level command of the English language both written and spoken
  • Must have advanced trouble shooting skills and customer relations’ skills
  • Computer knowledge and software packages such as Excel, Word, PowerPoint, Outlook etc.
  • Knowledge and ability to utilize the processes and portals by LECs/CLECs and equipment manufacturers
  • Must be able to work under pressure with since of urgency
  • Position may require alternative shifts to cover staffing issues and Overtime as necessary
  • Converse with all levels of personnel up to and including C-Level executives
  • Good organizational and follow-up skills
  • Possess their own reliable transportation
  • Has a valid US state issued driver’s license
Education and Experience:
  • Accredited Bachelor’s degree in Computer Science, Electrical or Mechanical Engineering and 4 years of relatable experience OR
  • Accredited Master’s degree in Computer Science, Electrical or Mechanical Engineering OR
  • Any combination of 5 or more years of directly relatable experience and education will be considered
Physical Requirements:
  • Ability to remain in a normal seated position regularly for extended periods of time
  • Ability to bend and twist occasionally
  • Ability to work in a constant state of alertness and in a safe manner
  • Ability to lift and carry up to 25 pounds

Want to Connect With Us?

If you’re curious about pricing and functionality and want to see first-hand what our products can do for you, connect with us!