Position
Title: Supervisor, Network Operations Center (NOC)

Base Salary:
$65,700 to $90,000 annually DOE

Benefits:
Medical,
dental, vision, 401k, flexible spending account, paid sick leave and paid time
off, parental leave, quarterly performance bonus, training, career growth and
education reimbursement programs.

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.

Our Company
Values:

• 
  Genuinely Caring:
  We treat customers
  and colleagues like neighbors, with empathy and full attention.

• 
  Empowering You:
  We help customers
  choose what is best for them, and we support
  employees in implementing new ideas and solutions.

• 
  Innovation and Improvement:
  We
  constantly seek ways to improve how we serve customers and each
  other. 

Job Summary

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.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of
duties performed by the employee and not intended to reflect all duties
performed.

Team Leadership & Shift
Management

·
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.

Technical Operations &
Troubleshooting

·
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.

Training & Process
Improvement

·
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).

Other Duties

·
Performs
other duties as required to support the business and evolving organization
.

Required Qualifications:

• 
  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.

Preferred Qualifications:

• 
  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.

Knowledge, Skills, and Abilities:

• 
  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.

Work Authorization

Applicants must be currently authorized to
work in the US for any employer. Sponsorship is not available for this
position.

Physical Requirements

The physical demands described
here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.

Essential and marginal functions may require
maintaining physical condition necessary for bending, stooping, sitting, walking,
or standing for prolonged periods of time; most of time is spent sitting in a
comfortable position with frequent opportunity to move about. The employee must
occasionally lift and/or move up to 25 pounds. Specific vision abilities
required by the job include close vision, distance vision, color vision,
peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with
exposure to computer screens and requires extensive use of a computer,
keyboard, mouse, and multi-line telephone system. The work is primarily a
modern office setting.

At all times, Ziply Fiber must be your
primary employer. Unless otherwise prohibited by law, employees may not hold
outside employment nor be self-employed without obtaining approval in writing
from Ziply Fiber. In holding outside employment or self-employment, employees
should ensure that participation does not conflict with responsibilities to
Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is
an equal opportunity employer. Ziply Fiber will consider all qualified
candidates regardless of race, color, religion, national origin, gender, age,
marital status, sexual orientation, veteran status, and the presence of a
non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background
check as conditions of employment. Ziply Fiber may require a pre-employment
drug screening.

Ziply Fiber is a drug free workplace.