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- Supervises the 24x7 Network Technician/Operator staff for response to alerts, tickets, calls, emails, and related requests.
- Oversees team activities including incident troubleshooting and resolution.
- Coordinates escalated problems while maintaining situational awareness and communication with all effected parties, including internal teams, external customers, carriers and vendors.
- Supervises the operation, monitoring, and maintenance of networks (>1200 locations) including routers, switches, firewalls, ROADM, and related data transport equipment (>8000 devices).
- Ensures accurate and timely ticket updates, notifications, and closures.
- Provides regular reporting and metrics on both NOC activity and network performance, identifying trends with a focus on continual improvement.
- Maintains staff schedules and task assignments to meet operational needs.
- Supports the development of highly qualified and motivated associates for 24x7 operations. Conducts performance evaluations, coaching, and ensures all training requirements are met.
- Works with supporting groups for review and improvements to ticketing and change systems, department processes, and technical tool systems.
- Participates in the review and creation of operational documentation such as NOC procedures and knowledge articles.
- Assists with leadership and support during Disaster Recovery, Emergency Response, Conservative Operations, and Security Incident Response events.
- 6 years’ experience preferred in Network Engineering or Operations (equivalent experience may be considered in Telecommunications, Information Technology, Industrial Control Systems, or related Business Administration).
- Experience in a supervisory or leadership role.
- 2 years’ experience preferred in the electrical industry.
- Must have excellent written and verbal communication skills.
- Experience in an ITIL environment desired.
- Must have professional experience with ticket systems and also network monitoring systems.
- Professional experience desired in telecommunications services, and Cisco equipment; routing and switching protocols are a plus.
- Associates Degree in Engineering, Engineering Technology, Computer Science, Business Administration, or related field with at least 8 years of experience, with progression in responsibility, as stated above.
- 10 years of direct experience as stated above, with 5 years of experience in a supervisory or leadership role.