NOC Supervisor

Overview

The NOC Supervisor will help oversee the day-to-day function of the NOC Admin and NOC Engineer team members, assigning daily workload, reviewing trouble tickets, and phone calls to help the Surf NOC succeed in meeting its Network KPI’s and Customer SLA’s.  Additional tasks will include screening, onboarding and the development of new hire team members as well as working closely with our reliability engineering team members throughout our Change Approval Board process, Incident Management and Outage Restoration. 

This is a 3rd shift position with hours from 11:00 PM - 7:00 AM ET.  This shift can take place Sunday - Thursday, or Monday - Friday.

This position is located in the Byron Center, MI office.  Relocation will be required for any possible candidates located outside of this area.

Reports To:               Network Operations Manager

Department:               NOC & Network Engineering

Job Status:                Exempt

Primary Responsibilities:

• Supervise day-to-day associate functions, work queue, schedules and availability
• Observe daily call queue and ticket workflow
• Maintain regular One on One’s discussions with NOC team members
• Assist in planning and leading regular team meetings (both group and one on one)
• Maintain knowledge of Surf products, processes and procedures
• Monitor ticket hygiene for potential training opportunities and development of team
• Assist in the screening, onboarding and training of all NOC New Hires
• Manage Customer Expectations
• Work as liaison from NOC with internal and external teams to coordinate issue resolution efforts
• Share in NOC leadership On Call responsibilities including Outage Bridges, NOC Support, etc.

Qualifications

• 5 years Telecommunications experience
• Strong analytical and problem-solving skills
• 1-2 years of Incident Management / Outage Management experience
• 1-2 years of Team Leadership experience
• 1-2 years of Customer Service Experience
• Working knowledge of Telecommunication Transport Technology including Route / Switch and Optical Transport technologies. 
• Working knowledge of Network technologies and design, LAN, WAN, WLAN, Gateway, Hub, TCP/IP, Ethernet
• Experience with product vendors including Juniper, Adtran, Mikrotik, Infinera, Ubiquiti, BaiCells and Cambium, Certifications a plus
• Ability to read, decipher and create network diagrams and documentation for design and planning of network communication systems.
• Network Certifications such as JNCIA, Adtran or Network (preferred)

Salary : $80,000 - $85,000