On-Site Supervisor, Network Operations Center (NOC)

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…