Job Details

Supervisor Network Operations Center

Company name

5 yrs required

Toledo, OH, United States

Employment Type

Telecom, Manager, Call Center, Customer Service

Posted on
Jul 08,2019

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The Supervisor, Network Operations Center is responsible for the overall day-to-day operations and performance of Network Operations Center. The primary responsibility of the Supervisor, Network Operations Center is to ensure the continuous monitoring and maintenance of all Voice, Video, and Data networks.  In addition, proper recording and reporting of all issues found is in alignment with the expectations of the relevant business units while analyzing and implementing policies, practices, and procedures that increase the operational efficiencies of the department and the networks it supports.


The Supervisor, Network Operations Center is accountable for the following functions for the business units served by Shared Services:

  • Supervises the work of direct reports to ensure adherence to quality standards, deadlines, MOPs/SOPs, and proper procedures, correcting and/or coaching errors or problems;
  • Determines schedules, sequences, and assignments for work activities, based on work priority and skill sets of personnel;
  • Requisitions materials and supplies such as: tools, equipment, and replacement parts.  Inspects and monitors work areas-- examines tools and equipment;
  • Monitors Daily/Weekly KPI’s and reports pertaining to activities such as Network availability, productivity, outages, planned maintenance, post mortems, MTTR, SLAs, and payroll;
  • Communicates and ensures compliance with corporate, departmental, or work policies, procedures, and service standards in conjunction with management;
  • Participates in the recruitment, interviewing, and selection of new employees;
  • Acquires and maintains a working knowledge of all equipment and software supported by the department;
  • Trains or instructs employees in job duties or company policies or arranges for training to be provided;
  • Collaborates to ensure that technical development for the department is in alignment with company vision and industry standards;
  • Identifies gaps in employee skill sets and works to develop employees using both internal and external resources;
  • Assists in identifying capital budget items required by the department as part of the yearly budgeting process;
  • Collaborates with HR, OD Specialist, and direct reports to develop and update an Individual Development Plan for continual improvement and personal accountability;
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance;
  • Communicates the mission, vision, and culture of the organization to employees. Explains how the roles of individual contributors support their accomplishment;
  • Behaves in an ethical manner and influences others to act accordingly. Consistently follows policies, procedures, and guidelines of the organization.  Establishes self as a credible and trustworthy source for employees;
  • Establishes vertical and horizontal relationships to achieve work activities;
  • Participates in community outreach activities sponsored by the company;
  • Follows and enforces the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
  • Performs any miscellaneous duties as needed.


Education and Experience

  • High School Diploma / GED – Required
  • Five (5) years of NOC or technical contact center experience to include providing direct customer technical support for high speed data and computing products. - Required
  • Three (3) years of experience in a leadership role directly supervising or providing lead guidance of technically credentialed customer technical support personnel. – Required
  • Associate level certification from Cisco, Juniper, etc. – Required
  • Must be current or acquired/renewed within 6 months
    • AND
  • Proven understanding of Service Provider data, voice, and video networks. – Required
  • Solid understanding of Access Network technologies including DOCSIS, hybrid fiber-coax (HFC) plant architectures, node combining plans (NCPs), and RF theory. – Required
  • Associates degree from an accredited university with a major in Engineering, Telecommunications, Computer Science or other related technical degree – Highly Preferred
  • ITIL Certification – Highly Preferred
  • Five (5) years’ experience providing executive management reports for Mean Time To Repair, Mean Time Between Failure, and network equipment trouble call correlation. - Preferred
  • Working knowledge of EMS / SNMP monitoring of network devices – Preferred
  • Proven understanding of TMN, FCAP, or ITIL principals – Preferred
  • Experience capturing and creating performance based metrics for monitoring and reporting individual performance, team performance, and network performance. - Preferred
  • Working knowledge of Signal analysis, the frequency spectrum, and the use of spectrum analyzers – Preferred
  • Working knowledge of fault management including DOCSIS diagnostic and troubleshooting procedures – Preferred
  • Working knowledge of video and voice diagnostic and troubleshooting procedures – Preferred
  • Experience with carrier grade voice switching platforms and protocols – Preferred
  • Experience in a 99.999% uptime carrier or large enterprise environment. – Preferred
  • Experience with Scripting – (Shell, PERL, Python, EEM, Tcl,, OnePk, etc.) - Preferred
  • Experience with legacy and IPTV video equipment, networks, and protocols - Preferred

Company info

Website :

Company Profile
Shared Services is dedicated to providing innovative and reliable products and services to the Block Communications, Inc. companies it serves: Buckeye Broadband, Telesystem and MaxxSouth Broadband. Our services include engineering, information and technology support, application development and support, network operations, network surveillance, facilities maintenance, procurement and warehousing.

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