On-Site Supervisor, Network Operations Center (NOC)

Ziply Fiber•Yakima, WA

7d•Onsite

About The Position

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals. THIS IS A 100% ON-SITE POSITION IN YAKIMA, WA. Only candidates within commuting distance can be considered. The Supervisor, Network Operations Center (NOC) is responsible for leading the day-to-day monitoring and health of Ziply Fiber’s infrastructure. The NOC Supervisor motivates a team environment with other network staff but also works on projects independently. This role is responsible for maintaining and improving uptime performance, growing the NOC team, and overseeing network events and maintenances. Additionally, the training role is expected to build a team of technically adept employees that can maintain and troubleshoot commercial circuits as well as network transport issues that arise. They will be supervising one group of NOC technicians that adhere to a 4 day / 10-hour shift schedule.

Requirements

High school diploma or GED.
Minimum of five (5) years of NOC Tier 1 OR three (3) years as a NOC Tier 2/3.
Ability to identify and resolve issues effectively.
Skilled in conflict resolution.
Ability to maintain shift scheduling of the NOC team for the coverage of a 4 day / 10-hour weekly schedule.
Ability to adapt to changing conditions and plans with well-reasoned decision and minimal supervision.
Ability to meet and set short-term and long-term objectives for self and assigned team.
Ability to provide excellent customer service.
Excellent troubleshooting and analytical skills.
Ability to use NOC tools for issue identification and escalation.
Excellent time management skills and ability to prioritize.
Ability to communicate effectively with all levels within an organization.
Ability to work various shifts as needed, including weekdays, weekends, swing, and night.
Strong oral and written communication skills are required.
Ability to operate various office equipment such as personal computer, various software programs including Microsoft Office applications (Excel, Outlook, Visio), and telephone systems.
Ambitious and goal oriented.
Strong attention to detail and problem-solving skills are required.
Ability to work as part of a team while performing as an individual.
Ability to sit for long periods of time in a typical office environment.
Ability to lift and carry up to 20 pounds.
Position requires flexibility to work within non-standard business hours.
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Nice To Haves

Minimum of two (2) years of leadership experience; leadership experience in telecom.
Telecom Network Operations Center experience.
Ticket management experience.
Knowledge of network protocols and networking technologies.
Experience and understanding of switches and routers.
Basic understanding of IPv4 and IPv6 subnet address standards.
Basic understanding of Ethernet.
Understanding of fiber optic network infrastructure repair and maintenance principles.

Responsibilities

Be a technical escalation point for a team of Network Operations Center (NOC) Technicians on shift that take voice, commercial, and transport events and contacts.
Lead one of the 4 day / 10-hour weekly shifts that monitor network events, take commercial trouble calls, troubleshoot voice technology issues, and escalate to proper specialist teams within Ziply for large troubleshooting events.
Ensure NOC shift assigned is fully staffed to meet company objectives.
Communicate affectively for shift handoff activities for both incoming and outgoing shift changes to adhere to a 4 day / 10-hour shift schedule.
Maintain a safe and healthy work environment.
Maintain documentation on the NOC Master Playbook as well as participate in policy and procedure discussions.
Review trouble tickets to ensure proper documentation, updates, and timely resolution.
Ensure timely customer communication and follow-up.
Provide technical aid to customers and internal business partners during an escalation.
Sending of customer notifications quickly to inform our customers about outages, problems, and scheduled maintenances that would affect their service.
Provide root cause analysis to the business and procedural recommendations to mitigate repetition of outage scenarios.
Ability to teach technical concepts including network monitoring tools used by Ziply, basic troubleshooting procedures, and technologies across the entire NOC organization.
Ability to produce training materials that will aide other NOC technicians with their ability to perform job functions.
Ability to hold training sessions that teach and inform all members of the NOC staff and report on training programs as well as NOC employee completion.
Provide process improvement recommendations to Manager, Network Operations Center (NOC).
Performs other duties as required to support the business and evolving organization.