NOC Supervisor in Naperville, IL at WOW!

Date Posted: 11/18/2019

Job Snapshot

Job Description

Supervisor, Network Operations Center


 


The Supervisor, Network Operations Center will directly support the Network Operations Center Team by providing oversight of daily operations, act as the point of contact for management requested escalations, and mentor and develop technicians technical skills to meet the evolving support demands of both internal and external customers.



Duties & Responsibilities:



Essential duties and responsibilities include but are not limited to those listed below:




  • Ensure the Team successfully executes its duties in accordance with the documented policies and procedures established by NOC leadership. Responsibilities also include interviewing, hiring and administration of disciplinary action if required.

  • Monitor productivity, perform quality reviews of tickets and calls, and coach technicians to the expected results.

  • Mentor and develop employees in the technologies, platforms, and services that currently are, or will be implemented in the WOW! Network and Product Suite.

  • Effectively communicate with both internal and external customers. During network-impacting events, focus on clearly defining the cause, determining the most effective path for resolution, and when required, coordinating all necessary resources to drive issues to permanent resolution. In normal day-to-day support, ensure that all incidents and tasks assigned to internal partners are being effectively managed.

  • Gather information, prepare and present reports, and perform other clerical duties as requested by management.

  • All other duties as assigned.



Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Education:



  • High School Diploma or GED Required

  • Associates Degree or Higher in Telecommunications or Technical related field preferred.



Experience/Skills Needed:



  • 3 years Customer Service experience required

  • 5years in the telecommunications field experience preferred.

  • Sound knowledge of a NOC Operations and Incident Management with at least three (3) years of NOC experience.

  • Previous experience leading a support team that provided Tier I / Tier II support preferred.

  • Knowledge of RF Signals and HFC networks is preferred.

  • Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs.

  • Familiar with various networking fundamentals related to routers, switches, LAN, MAN, WAN, DS3, OC-x, CSU/DSU and other CPE.

  • Familiar with various types of equipment deployed at Customer premises including but not limited to MRV, ALL Optic and Calix.

  • Must have a solid understanding of local, long-distance and toll free Telephony, recognizing and resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment.

  • Must be detail oriented and well-organized.

  • Excellent written and verbal communication skills.

  • Excellent time management skills.

  • Accountability and Initiative are required behaviors.




Computer Skills:


  • Proficiency with word processing and spreadsheet software, Internet software and e-mail.

  • Ability to learn billing software systems and access online support/tools.



Physical Demands/Working Conditions:


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.




  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Required to reach and hold on to items at chest level or reach above the shoulder

  • Required to use close vision and be able to focus

  • Frequently required to sit, stand, bend at the knees and waist, and walk

  • Ability to work various shifts including evening and weekend hours and to work on-call rotation.

  • Some travel may be required.



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer