Job Summary:The NOC Supervisor is responsible for leading the day-to-day monitoring and health of Wholesail Networks’ infrastructure. The NOC Supervisor spends a great deal of time driving a team environment with other network staff, but also works on projects independently. This position is responsible for maintaining and improving uptime performance, growing the NOC team, and overseeing network events. 

The schedule for this position is Monday - Friday from 12 AM - 8:30 AM. 

Job Duties:

• Supervise and lead a team of NOC Technicians.
• Coordinate the 24/7 rotation schedule of the team.
• Ensure NOC team is fully-staffed to meet company objectives.
• Provide on-going training and mentoring to NOC Technicians.
• Review trouble tickets to ensure proper documentation, updates and timely resolution.
• Ensure timely customer communication and follow-up.
• Document, implement and ensure compliance with network monitoring policies and procedures.
• Lead continuous process improvement initiatives to improve productivity.
• Troubleshoot incidents and events and escalate appropriately.
• Provide technical aid to customers during an escalation.
• Provide 24x7 support for the Wholesail Networks system.
• Provide after-hours customer support as needed.
• Document fully and to Wholesail Networks’ standards.
• Provide root cause analysis to the business and procedural recommendations to mitigate repetition of outage scenarios.
• Maintain a safe and healthy work environment.
• Provide process improvement recommendations to NOC Manager.
• Perform other duties as requested.

Qualifications and Desired Skills:

• 2 years of leadership experience required; leadership experience in telecom preferred.
• Telecom Network Operations Center experience preferred.
• Ticket management experience preferred. 
• Ability to identify and resolve issues effectively.
• Skilled in conflict resolution.
• Ability to maintain 24/7 scheduling of the NOC team.
• Ability to adapt to changing conditions and plans with well-reasoned decision and minimal supervision.
• Knowledge of network protocols and networking technologies preferred.
• Experience and understanding of switches and routers preferred.
• Basic understanding of IPv4 and IPv6 subnet address standards preferred.
• Basic understanding of Ethernet preferred.
• Understanding of fiber optic network infrastructure repair and maintenance principles preferred.
• Ability to meet and set short-term and long-term objectives for self and assigned team.
• Ability to provide excellent customer service. 

• Excellent troubleshooting and analytical skills required.
• Ability to use NOC tools for issue identification and escalation.
• Excellent time management skills and ability to prioritize.

• Ability to communicate effectively with all levels within an organization.
• Strong oral and written communication skills are required. 
• Ability to operate various office equipment such as personal computer, various software programs including Microsoft Office applications (Excel, Outlook, Visio), and telephone systems.
• Ambitious and goal oriented.
• Strong attention to detail and problem-solving skills are required.
• Ability to work as part of a team while performing as an individual. 

Physical Requirements

• Ability to sit for long periods of time in a typical office environment.
• Ability to lift and carry up to 20 pounds.
• Position requires flexibility to work within non-standard business hours.