$65,700 – $90,000MidFull Time
Position Title: Supervisor, Network Operations Center (NOC)
Base Salary: $65,700 to $90,000 annually DOE
Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.
Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge.
As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.
Our Company Values:
Job Summary
The Supervisor, Network Operations Center (NOC) is responsible for leading the day-to-day monitoring and health of Ziply Fiber’s infrastructure. The NOC Supervisor motivates a team environment with other network staff but also works on projects independently. This role is responsible for maintaining and improving uptime performance, growing the NOC team, and overseeing network events and maintenances. Additionally, the training role is expected to build a team of technically adept employees that can maintain and troubleshoot commercial circuits as well as network transport issues that arise. They will be supervising one group of NOC technicians that adhere to a 4 day / 10-hour shift schedule.
Essential Duties and Responsibilities:
The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.
Team Leadership & Shift Management
· Be a technical escalation point for a team of Network Operations Center (NOC) Technicians on shift that take voice, commercial, and transport events and contacts.
· Lead one of the 4 day / 10-hour weekly shifts that monitor network events, take commercial trouble calls, troubleshoot voice technology issues, and escalate to proper specialist teams within Ziply for large troubleshooting events.
· Ensure NOC shift assigned is fully staffed to meet company objectives.
· Communicate affectively for shift handoff activities for both incoming and outgoing shift changes to adhere to a 4 day / 10-hour shift schedule.
· Maintain a safe and healthy work environment.
Technical Operations & Troubleshooting
· Maintain documentation on the NOC Master Playbook as well as participate in policy and procedure discussions.
· Review trouble tickets to ensure proper documentation, updates, and timely resolution.
· Ensure timely customer communication and follow-up.
· Provide technical aid to customers and internal business partners during an escalation.
· Sending of customer notifications quickly to inform our customers about outages, problems, and scheduled maintenances that would affect their service.
· Provide root cause analysis to the business and procedural recommendations to mitigate repetition of outage scenarios.
Training & Process Improvement
· Ability to teach technical concepts including network monitoring tools used by Ziply, basic troubleshooting procedures, and technologies across the entire NOC organization.
· Ability to produce training materials that will aide other NOC technicians with their ability to perform job functions.
· Ability to hold training sessions that teach and inform all members of the NOC staff and report on training programs as well as NOC employee completion.
· Provide process improvement recommendations to Manager, Network Operations Center (NOC).
Other Duties
· Performs other duties as required to support the business and evolving organization .
Required Qualifications:
Preferred Qualifications:
Knowledge, Skills, and Abilities:
Work Authorization
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.
At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.
Diverse Workforce / EEO:
Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.
Ziply Fiber is a drug free workplace.
