NOC Supervisor

Transaction Network Services•Washington, DC

2d•$110,000 - $117,000

About The Position

The NOC Supervisor is responsible for leading daily operations of the Network Operations Center (NOC), ensuring effective monitoring, incident response, and customer support across critical network services. This role supervises technical staff, manages escalations, and plays a key role in mentoring, training, and developing team members to build a high-performing operations team.

Requirements

IPX networks and signaling (Sigtran)
BGP routing and peering
VPN technologies and network interconnects
Network monitoring and observability platforms
Proficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word)
Strong leadership and team management experience
Expertise in network operations and troubleshooting
Experience with incident management and escalation handling
Familiarity with monitoring tools and ticketing systems
Strong communication and customer service skills
Ability to collaborate across technical and business teams

Nice To Haves

Experience in process improvement and automation is highly desirable

Responsibilities

Supervise and support NOC technicians and engineers across shifts
Assist with staff scheduling, workload distribution, and performance oversight
Provide guidance and escalation support for complex technical issues
Lead major incident bridges as Incident Manager
Coordinate cross-functional teams to restore services quickly and efficiently
Author and deliver incident reports and internal communications
Collaborate with Tier 2 and engineering teams for root cause resolution
Oversee trouble ticket lifecycle, ensuring timely resolution and quality
Handle internal and customer escalations with professionalism and urgency
Maintain standards for ticket documentation and communication
Ensure effective use of monitoring tools (e.g., ARPS, Nagios, Netreo)
Maintain operational awareness of network health and service performance
Drive continuous improvement of monitoring capabilities and processes
Serve as subject matter expert in network technologies, including: IPX and Sigtran, BGP peering, VPNs and NNI connectivity
Maintain centralized documentation repositories for NOC use
Train and mentor staff in troubleshooting, tools, and operational procedures
Develop training programs to support new technologies and customer integrations
Develop and maintain customer maintenance notification processes
Manage distribution lists for key services (e.g., Sigtran, IPX, DSR)
Maintain standardized communication templates for customer updates
Ensure timely and accurate communication during maintenance and incidents
Act as NOC representative in projects involving Implementation, Engineering and Development teams
Support implementation of new tools and platforms (e.g., ticketing systems, monitoring solutions)
Partner with network planning to prepare support strategies for new deployments
Design and implement automation tools and workflows to improve efficiency
Maintain scripts/macros to streamline ticketing and change management processes
Identify opportunities to enhance operational workflows and reduce manual effort
Ensure readiness for onboarding new customers and services
Validate availability of necessary support materials (documentation, diagrams, contacts)
Coordinate with internal teams to close readiness gaps
Maintain focus on delivering high-quality customer experience