Supervisor, NOC

Job Details

Description

Astound Broadband, the sixth-largest cable operator in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Position Summary:

The RCN Network Operations Center [NOC] is a 24x7x365 Network Management Center [NMC] environment responsible for fault and performance monitoring of all network elements, applications, databases, copper/fiber outside plant infrastructure and building facilities underpinning RCN’s Voice over IP [VoIP] call processing, Hybrid Fiber Coax [HFC] cable video, IPTV and data networking products and services provided to residential, small/medium business, commercial/enterprise and wholesale/strategic customers.

The NOC Supervisor has leadership responsibility for 8-10 NOC Technicians, and is accountable for ensuring all monitoring and event management, incident management, major outage management and change management processes and procedures are performed as expected on a per shift basis. This position will also support a weekend and holiday on-call rotation with peer NOC Supervisors.

This position is a point of escalation for internal and external customers, is at times technical in nature and requires a demonstrated working knowledge and understanding of cable, internet and voice products, services, infrastructure and architecture.

This position also demands strong verbal, written and interpersonal communication skills for routine interaction with internal network engineering, technical operations, outside plant engineering and customer care organizations, as well as external service providers, equipment vendors and other NOC organizations across the industry during normal day-to-day activities.

Duties And Responsibilities:

• Supervisory and leadership responsibility for 8-10 NOC Technicians
• Managing workflow of employees, creating team schedules and delegating tasks
• Assess work performance of employees and identify areas that need improvement
• Ensuring that business goals, deadlines and performance standards are met
• Prepare and submit performance reports
• Train and onboard new hires to make sure they understand their roles
• Set goals and make sure they comply with the company's plans and vision
• Receive complaints and resolve problems
• Manage shift schedules including approving time off and other time-keeping functions
• Accountable for overall team performance and results
• Ensure proper level of leadership attention and oversight is provided for prompt detection of service impacting events, initial triage, diagnosis, escalation and restoring of services back to normal operating conditions as soon as possible
• Follow and support restoration activities during service impacting events keeping executive management teams abreast of progress and customer impact
• Partner with peer management organizations, both internal and external, to ensure swift resolution of service impacting events following strict network management escalation policies and procedures
  
  

Qualifications:

Education/Training:

• High School Diploma or equivalent (required)
• Two-year technical degree, or the equivalent military training/technical trade school certification(s) plus one recent Information Technology Infrastructure Library [ITIL] certification (preferred)
• Working knowledge of IT Service Management [ITSM] best practices with strong understanding of Service Operations processes and procedures
• Recent leadership training coursework or certification(s)
  
  

Years Of Relevant Experience:

• 3+ years of supervisory experience in Telecommunications with a Multi-System Operator [MSO] or similar NOC/NMC organization, or extensive time in a team lead role with leadership responsibility
  
  

Core Competencies (Computer Skills, Etc.):

• Strong leadership skills including:
• Integrity, Trustworthiness, Accountability
• Reliable, Punctual, Dependable
• Teamwork, Initiative, Self-Discipline
• Problem-Solving, Conflict Management, Relationship Building
• Strong Verbal, Written and Interpersonal communication skills
• Strong understanding of classic Network Management fundamentals, NOC monitoring tools, ticketing systems, processes and procedures
• Working knowledge of Hybrid Fiber Coax [HFC] network elements, infrastructure, architecture and services
• Working knowledge of TDM and VoIP call processing network elements, infrastructure, architecture and services
• Working knowledge of Data networking fundamentals such as OSI model, IP addressing, WLAN and VLAN, Routers, Switches and IP routing protocols
• Familiar with MSO head end/data center facilities and power plant operations such as commercial power, rectifiers, battery backup, UPS, ATS and generators
• Understand Windows OS and strong Microsoft Office computing skills including Word, Excel, Power Point
• Familiar with Google G-Suite applications including Gmail, Chat, Calendar, Meet
• Solid project management skills
• Capable of reading and writing clear, concise technical reports and messages
• Excellent time management skills able to prioritize and organize proficiently in fast paced environment
• Comfortable interfacing with all levels of organizational management
  

We're Proud To Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program
• Benefits listed above are for regular full-time position
  
  

The base salary range in California and Washington for this position is $65,000.00 - $80,000.00, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to California and Washington and may not be applicable to other locations.

Our Mission Statement:

• Take care of our customers
• Take care of each other
• Do what we say we are going to do
• Have fun
  
  

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other’s differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)