Supervisor, Network Operations Control Center

SBA Communications • Boca Raton, FL

1d • Hybrid

About The Position

The primary function of this position is to directly manage the Network Operations Control Center's dedicated team responsible for the monitoring, incident handling, and customer service for all of SBA's lines of business. This position works under limited supervision and supports the NOCC Manager in leading the Network Operations Control Center (NOCC) staff to ensure service-impacting incidents are promptly detected, escalated, reported, and handled.

Requirements

• Associate's Degree Associate of Applied Science degree or higher degree in a technical field and 3-5 years Related Network experience and troubleshooting higher-level network operations.
• Five to seven years of experience in Tower Lighting Operational performance requirements
• Must have a proven track record of technical leadership in at least one area of technology (e.g., Tower lighting monitoring and NOTAM filing, DAS, Microwave, MEC’s, Data Centers)
• Knowledge of switching, routing, and transport technologies and concepts, particularly as related to Network services
• Experience troubleshooting various network-related services, including tower lighting and basic knowledge of MECs, DAS, Microwave, and EaaS Network principles.
• Proficiency in networking technologies to include but not limited to SNMP and Ethernet preferred
• Project and Vendor Management Skills.
• Familiarity with ADP, Iconics, Meraki, Nagios preferred.

Responsibilities

• Analyze operational methods using ITIL best practice framework, monitoring tools and support processes to maintain and improve the efficiency and stability of operations.
• Work with cross-functional teams (NOCC’s internal groups, clients, and vendors) in identifying, documenting, tracking, reporting, and escalating incidents that result in outages for SBA’s customers.
• Perform routine quality audits to minimize SLA violations and achieve a goal of 100% customer satisfaction.
• Conduct meetings with NOCC’s Customers and partners to review support procedures and issues. Prepare and deliver all client and partner regular reports.
• Ensure that all operational and support procedures, job aides, and documentation are maintained in a current, accurate, and usable state.
• Manage KPIs to ensure the meeting of NOCC’s goals and objectives.
• Provide first-level customer escalation and first POC for NOCC Techs.
• Serve as the escalation point for NOCC shift technicians.
• Provide on-call support, including on-call management rotation.
• Generate monthly reports showing performance of the NOCC and recommendations for improvement.
• Serve as a member of the Dedicated NOCC unit team meetings. As a member of this group, participate in developing unit-wide initiatives, plans, and work collaboratively with other unit staff in their accomplishment.

Benefits

• 401(k) retirement savings plan with a company match of a percentage of employee contributions and profit sharing, where applicable
• Equity opportunities, including participation in company equity stock plans, where applicable
• Medical, dental, and vision insurance with employer contributions toward coverage
• Paid parental leave and company-paid life insurance and short-term and long-term disability (STD/LTD), where eligible
• Wellness programs and resources, including an employee assistance program and well-being initiatives
• Paid time off and company-paid holidays
• Flexible work arrangements, including an allotment of remote workdays per year, depending on the role
• Education assistance and professional development and certification or licensing support, where eligible
• Performance-based bonus or incentive compensation, which may be available depending on the role

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree