Network Assurance Supervisor

WOW! Internet, Cable & Phone-posted 6 days ago

Full-time • Mid Level

Tampa, FL

1,001-5,000 employees

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The Network Assurance Center (NAC) Supervisor provides leadership, oversight, and operational discipline for the 24x7 Enterprise Operations Center. This role ensures consistent service health monitoring, rapid incident response, and proactive issue prevention across HSD, Voice, and Video network infrastructure. The Supervisor mentors and develops NOC technicians, builds automation-minded operational practices, and drives team performance through clearly defined Key Performance Indicators (KPIs), coaching, and continuous improvement. Let us tell you about the perks! Be part of a company whose core values include respect, integrity, spirit of service, and accountability! Salary: Competitive Compensation based on experience We are currently offering a restricted stock grant! Medical, dental, and vision insurance, and 401k with a company match Paid time off, paid holidays, and tuition reimbursement. Significant discounts on broadband packages for employees residing in our service areas.

Manage daily NOC operations, ensuring 24x7 monitoring, event triage, and escalation quality.
Maintain real-time situational awareness across core, access, transport, and customer-facing services.
Coordinate workload for incidents, maintenance windows, and service-impacting events.
Lead major incident response with clear decision-making, communication, and restoration focus.
Own post-incident analysis and ensure corrective actions are delivered and verified.
Embed consistent incident and problem management discipline.
Define and track KPIs: response compliance, and documentation quality.
Coach technicians and build progression paths aligned with evolving network technologies.
Promote a culture of accountability, precision, and operational reliability.
Mentor technicians on technical troubleshooting, prioritization, and judgment under pressure.
Strengthen the skills of the technicians in IP networking, DOCSIS, FTTH, routing, and monitoring/automation tools via training and work assignments.
Foster continuous learning and high-trust team culture.
Support monitoring, alerting, and automation initiatives to reduce manual work and improve response times.
Enforce SOPs, escalation protocols, and maintenance procedures.
Drive adoption of prevention-focused operational practices aligned with SRE/SRC models.
Deliver accurate, timely event communication to Engineering, Field Ops, Customer Care, and leadership.
Provide operational reporting, trend analysis, and KPI scorecards.
Other duties as assigned

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.
Associates Degree or Higher in Telecommunications or related field coupled with equivalent work-related experience preferred.
Previous experience leading a support team that provided Tier I / Tier II / Tier III support will be strongly considered.
5 years in ISP NOC, service assurance operations or equivalent field preferred.
Strong knowledge of IP networking, DOCSIS, FTTH, routing, RF, and monitoring platforms.
Demonstrated leadership ability in real-time incident environments.
Clear communication with strong analytical and coaching skills.
Continuous improvement mindset with an orientation toward automation and service reliability.
Demonstrated experience in event and incident prioritization
Ability to multitask, adapt, and work independently within the technological environment in an Operations Center
Experience with Microsoft 365
Regularly required to talk and hear.
Required to use hands to type, handle objects and paperwork.
Required to use close vision and be able to focus.
Able to work various schedules including overnight and work a flexible schedule on weekdays, weekends and Holidays as required.

Be part of a company whose core values include respect, integrity, spirit of service, and accountability!
Salary: Competitive Compensation based on experience
We are currently offering a restricted stock grant!
Medical, dental, and vision insurance, and 401k with a company match
Paid time off, paid holidays, and tuition reimbursement.
Significant discounts on broadband packages for employees residing in our service areas.

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