Supervisor, NOC (Network Operations Center)
il y a 1 jour
Jacksonville
Job Description A Smarter Career Choice Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here. We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice. This is a Remote position, unless the candidate is local to Jacksonville, FL Position Summary: The NOC Supervisor oversees day-to-day 24×7 operations—leading incidents, coaching technicians, and improving processes that keep customers online. You champion observability (telemetry, clear dashboards) and use automation to reduce manual work and improve reliability. This is a hands-on leadership role with clear ownership of critical work and close collaboration with Network Engineering, Outside Plant (OSP) Engineering, Field Operations, and Customer Support. You recommend coverage plans; the NOC Manager approves PTO, hiring, and performance reviews. Essential Duties and Responsibilities: • Manage team account operations, including onboarding and offboarding processes., • Resolve technical issues through internal and vendor ticketing systems while collaborating with Customer Support to ensure timely resolutions., • Develop expertise to configure and manage broadband services effectively., • Troubleshoot, diagnose, test, configure, and upgrade XGS-PON hardware components across lab systems, operational systems, data centers, public Wi-Fi, and customer networking equipment., • Configure and manage mass firmware updates for on-premises equipment and Optical Line Terminals (OLTs)., • Work with Network Engineers on data backups, disaster recovery operations, upgrades, and core network equipment maintenance to ensure network availability., • Partner with the Outside Plant team to activate fiber cabinets, resolve fiber optics issues, escalate concerns when needed, and address customer issues in collaboration with the NOC and Customer Support teams., • Maintain an internal project tracking board for non-customer issues and tasks., • Liaise with vendors to implement network solutions and upgrades with clear, timely communication., • Conduct acceptance testing and provide detailed feedback., • 3–5 years in Network Operations (ISP/telecom or enterprise) with 24×7 support experience, • 1+ year leading a shift, escalations, or people (team lead or supervisor), • Early-morning and late-night shifts required; participates in an on-call rotation, • Demonstrates Priority 1/2 (P1/P2) incident leadership (Incident Commander) with measurable improvements in Mean Time to Acknowledge/Restore (MTTA/MTTR), • Strong L2/L3 troubleshooting: IPv4/TCP/IP, DHCP/DORA, VLANs, routing basics, NAT/VPN, SNMP, syslog, and Linux fundamentals, • Proficiency with monitoring/telemetry and ticketing — monitoring: Checkmk; access network: Calix CMS/SMx, Nokia Altiplano; incident: Rootly; ticketing: gaiia (or Jira/ServiceNow); collaboration and documentation: Microsoft Teams, Slack, Notion, • Crisp, high-signal communicator: distills complex issues into plain language and delivers on-time, executive-ready incident updates, • Process discipline: creates/maintains SOPs and runbooks, tracks KPIs, and closes RCAs with implemented corrective actions, • Scheduling discipline: builds and maintains 24×7 coverage and on-call rotations; manages shift handoffs and coverage exceptions, • Ownership mindset: aligns decisions with expertise; names a Directly Responsible Individual (DRI) and drives actions to closure, • GPON/XGS-PON; Calix and Nokia access network/CPE experience, • Monitoring automation focused on alert enrichment and deduplication, • Certifications (preferred): CCNA or JNCIA (or equivalent, e.g., Nokia NRS I/II); CCNP/JNCIP a plus, • Dual-stack awareness: strong IPv4 today; IPv6 fundamentals a plus, • Presents clear operational metrics and turns postmortems into actionable training Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Powered by JazzHR mTZmK3fQXc