Supervisor NOC - Network

External Crown Castle Careers • Melville, NY

4d • $83,900 - $115,300 • Hybrid

About The Position

Crown Castle is seeking a Shift Supervisor within our Network Operations Center. (NOC) Within this role the candidate will oversee the day to day monitoring and management of Crown Castle’s transport, IP, and Ethernet networks and customer solutions. The Shift supervisor will work cross-functionally with internal departments, external vendors and the NOC management team to resolve issues in our deployed infrastructure. Additionally, the Shift Manager is expected to provide leadership and guidance to a team of 8-10 technicians across 3 geographically diverse operations centers.

Requirements

• Bachelor's degree from an accredited College or University in computer science or related area required. Equivalent work experience in a similar position may be substituted for educational requirements.
• 5+ years’ leadership experience.
• Ability to provide coaching, delegation and recognition to colleagues.
• Ability to build a strong, cohesive team whose members have complementary strengths.
• Ability to promote cross-functional collaboration and teamwork.
• Ability to coordinate, distribute and appropriately schedule work and the necessary resources required to effectively perform that work.

Nice To Haves

• Certifications in leading networking hardware/software preferred

Responsibilities

• Regular review of all outstanding tickets to make certain SLA’s are being met
• Consistent oversight of all issues to ensure continued communication to the customer
• Continuously review all NMS and EMS systems
• Ensure equal distribution of workload across shift technicians
• Take ownership of escalations from team members and engage in direct customer communications
• Consistently review the phone system to ensure the appropriate amount of technicians are available to avoid customers experiencing extended wait time
• Prioritize work as needed during the shift
• Be the liaison between management and the technicians so their focus is toward daily responsibilities
• Incident Manager during all outages: Ensure all teams are engaged and are providing timely updates. Confirm all customer communications and ensure updates are sent per Incident Management guidelines. Construct and deliver high quality updates on issues to Executive Management team.
• Create, organize and distribute documentation for the team
• Establish training development plans for team members and work with the leadership team to build training curriculum for technicians
• Provide feedback to management on process and procedural improvement
• Produce daily reports on technicians performance
• Mentoring each team member on any issues as needed
• Lead by example and drive the core values of the company
• Always ensure a quality customer experience

Benefits

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees