Responsibilities:

Reporting to the Director of Network Operations/Data Center Logistics, this position is responsible for the day-to-day operation of the 24X7 iconectiv LNPA Network Operations Center (NOC) tier 1 functions.  This position will lead the LNPA NOC team in their daily responsibilities for monitoring, initial troubleshooting and escalation and work closely with the Help Desk, and Tier 2 support teams.   Must possess strong written and verbal communication skills. Must be able to multitask and have excellent analytical and problem-solving skills and interface all levels of management. Need to work flexible hours and must be available for 24X7 escalation.

Responsibilities:

Your role as LNPA NOC Supervisor will be responsible for managing the day-to-day Network Operations Center (NOC) tier 1 functions.  This includes supervising and assisting with the oversight, scheduling, coordinating daily workload for engineers, and assisting in the escalation on of monitoring incidents. The NOC Supervisor is also responsible for providing performance metrics and needed on a daily/weekly/monthly basis.  Responsible for alarm applications and infrastructure you will assist with the ensuring that all engineers adhere to the time constraints and potential SLA breach, monitor all application functionality, and infrastructure tools utilized by the monitoring team.
 
 As a crucial member of the Operations team, the NOC Supervisor you will have the following responsibilities: 

• Must be available to support the needs of the business on-call 24x7, as required.
• Ensure that all environments remain healthy and are managed to Industry Best Practices and Standards.
• Provide support as needed for as a point of technical contact for tier 1 NOC engineers.
• Manage reviews of the alarm registry for accuracy and review/submit updates per process.
• Engineer, implement and oversee platform equipment expansions and upgrades.
• Ensure NOC engineers are following all technical Methods and Procedures, following all operational processes.
• Manage NOC change validations as required with creating, testing, and validating change output.  Perform testing and training sessions are required.

Required Qualifications:

• Must possess exceptional time management and organizational skills.
• Must have exceptional customer service skills.
• Must possess exceptional communication and customer service skills.
• Must have strong problem-solving skills.
• Must always maintain a professional demeanor.
• Minimum 5 years’ relevant working experience as a team leader in technical and data center operations.
• Minimum 5 years’ experience with monitoring VMware, Linux and/or Solaris system administration tier 1 responsibilities.
• Minimum 5 years’ experience with general Networking and Cybersecurity principles and monitoring best practices.
• Minimum 5 years’ operations center experience: technical troubleshooting, customer support, monitoring systems and ticket/incident management, resolution, and escalation processes.
• Knowledge of IT service operations and management. Experience in a customer care and technical support in an IT environment.
• Proficiency with Microsoft Office Applications Suite and SharePoint.
• Personal Attributes: Must be a Team-player, excellent organizational, writing, and communication skills; customer and quality focused; highly motivated and self-starter; innovative thinker; and able to work independently.
• Familiarity with ITIL standards, Number Portability, Telecommunications is required.
• Bachelor’s degree in technology related field – MIS, Computer Science, Networking, EE, or ME or  5+ years in a supervisor or manager in lieu of a degree.
• US Citizenship required