NOC Supervisor

This is a fully remote position, open to applicants in Arizona, +18 more states.

📋 Description

• Oversee daily operations of the Network Operations Center, focusing on monitoring, incident management, and customer assistance.

• Manage and support NOC technicians and engineers during all shifts.

• Aid in staff scheduling, workload allocation, and performance management.

• Offer guidance and escalation support for intricate technical challenges.

• Act as Incident Manager during major incident bridges.

• Coordinate efforts among cross-functional teams to restore services promptly.

• Draft and present incident reports along with internal communications.

• Work in collaboration with Tier 2 and engineering teams to determine root-cause solutions.

• Supervise the trouble-ticket lifecycle and handle internal and customer escalations.

• Ensure optimal utilization of ARPS, Nagios, Netreo, and other monitoring tools.

• Promote ongoing enhancements to monitoring capabilities and procedures.

• Function as a subject matter expert in IPX, Sigtran, BGP peering, VPNs, and NNI connectivity.

• Maintain NOC documentation repositories and provide training and mentorship to staff.

• Create training programs for new technologies and customer integrations.

• Oversee customer maintenance-notification processes, distribution lists, and communication templates.

• Represent the NOC in Implementation, Engineering, and Development initiatives.

• Assist in the implementation of ticketing and monitoring systems.

• Design and sustain automation tools, workflows, scripts, and macros.

• Ensure preparedness for new customers and services while addressing support-readiness gaps.

⛳️ Requirements

• Proven experience in supervising and supporting NOC technicians and engineers across different shifts.

• Background in staff scheduling, workload distribution, and performance oversight.

• In-depth knowledge of network operations and troubleshooting techniques.

• Familiarity with IPX networks and signaling (Sigtran).

• Understanding of BGP routing and peering.

• Knowledge of VPN technologies and network interconnects.

• Experience with network monitoring and observability platforms.

• Competence in incident management and escalation processes.

• Familiarity with monitoring tools and ticketing systems.

• Proficiency in Microsoft Office Suite (Outlook, Excel, OneNote, Word).

• Strong leadership and team management capabilities.

• Excellent communication and customer service skills.

• Ability to collaborate effectively across both technical and business teams.

• Experience in process improvement and automation is highly regarded.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Life insurance

• Paid holidays

• Paid vacations

• 401K plan with company match