NOC Supervisor

Job Summary:

The NOC Supervisor supervises the day-to-day Network Operations Center (NOC) functions, to include scheduling and coordinating daily workload of the NOC, reviewing and assigning tasks and trouble tickets, to ensure on-time resolution to meet target Network KPI’s and Customer Service Level Agreements (SLA). NOC Supervisor will also assist with the development and training of NOC team members. This position demands superior communications skills, coordination skills and conflict resolution skills.

Reports To: Network Operations Manager

Job Status: Exempt

What you will be doing: 

• Maintain team proficiency on all NOC tasks

• Supervise the day-to-day functions of the assigned team, set schedule, handle staffing requests

• Manage daily call and alert flow assignments to follow up on open tickets and closing tickets

• Ensure consistent ticket information to aid in trouble analysis and root cause reporting; Assist with developing network health, KPI's, and performance reports

• Coordinate with different departments for successful installation, activation of products, troubleshooting and workforce management

• Knowledge in the areas of Surf products, processes, activation and support procedures

• Escalate problems when further assistance is needed, or fault isolation is at a stand-still

• Incident resolution provide liaison between Client during incident follow-up meetings

• Assist in the hiring and training of new personnel

• Conduct periodic trainings for the team to become proficient in technical skills; conduct remedial training as needed

• Effectively communicate with other departments to manage any escalating issues in a timely manner.

• Manage customer expectations

• Monitor trouble tickets and assure response time compliance to SLA

• Knowledge and hands on experience with network management, monitoring, and diagnostic tools

• Provide feedback and recommendation for Operations Support Systems (OSS) tools improvements, process flows, event management, and correlation

General: 

• Represent Surf professionally to satisfy immediate external stakeholder needs in order to foster return business and establish Surf as an “easy to do business” provider 

• Respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions. 

• Establish and maintain effective working relationships with co-workers, supervisors and the general public. 

• Maintain regular, consistent and professional attendance, punctuality, and personal appearance according to company policies. 

• Adhere to company policies, regulations, procedures, and principles. 

What You Need for This Position: 

• Associate’s Degree in Computer Science, Information Systems, or related field, or equivalent experience is preferred 

• CompTIA Network+, CompTIA Security+, JNCIS-SP, JNCIS-ENT and/or Cisco CCNA is preferred

• 1-2 years of experience leading/supervising/instructing

• 3 years of experience in NOC operations and handling is preferred

• Working knowledge of and demonstrated competency in applying current concepts of network design; LANs, WAN’s, WLAN’S, gateways, routers, network switches, hubs, TCP/IP and Ethernet protocols, etc.

• Ability to create job aides and document operational procedures  

• Ability to effectively multi-task and delegate

• Proven and effective leadership skills

• Strong analytical and problems solving skills

• Exposure to SolarWinds or other network monitoring platforms is preferred

• Knowledge of Adtran, Juniper, Cisco, Mikrotik routing and switching preferred

• Knowledge of Cambium, Ubiquiti and BaiCells wireless equipment preferred