Supervisor, NCC-1

Our Supervisor, Global Network Operations Center serves as the front-line technical and operational leader for the Network Control Center (NCC) during assigned shifts. This role is responsible for guiding NCC and CSC technicians, ensuring effective incident escalation, workflow efficiency, and timely resolution of both network and customer-impacting issues. In addition to overseeing technical operations, the Supervisor acts as a mentor, leads complex restoration efforts, and serves as the key liaison to senior leadership.

Responsibilities

Leadership and Oversight:

• Supervise and coordinate activities for assigned workers.

• Execute on operational standards and best practices.

• Ensure proper escalation and resolution processes are followed.

• Oversee the incident management process, team members involved in resolving the incident, driving ticket management analysis and follow-up until closure.

• Drive resolution of outages and work in close collaboration across multiple functions within the organization.

• Drive resolutions for customer complaints within service level agreements and ensure effective operational performance and management.

• Assist in driving resolutions for fiber and lit services providers within service level agreements and ensure effective operational performance and management.

• Provide technical leadership for resolving critical and complex network issues.

• Drive root cause analysis for recurring network problems and implementation of identified corrective actions for continuous improvement and focus.

• Manage workflows and prioritize tasks to ensure smooth NCC operations.

• Track and report on key performance indicators (KPIs) for network operations.

• Escalate complex issues as required and determine root-causes for failure and develop corrective action.

Training and Development:

• Mentor and coach technicians at all levels to enhance their skills and knowledge.

• Facilitate training sessions and create educational materials for NCC staff.

Communication and Collaboration:

• Administer internal, external, and customer incident escalations and follow-ups as well as process adherence.

• Administer leadership escalations and communicate updates across all organizational levels.

• Collaborate with other departments to align objectives and streamline processes.

• Under the direction of assigned Manager, draft Executive Outage Communications for Senior Leadership and Executive Manager Teams across the company.

• Communicate updates on network performance and critical incidents.

• Participate in cross-functional meetings to address network challenges and improvements.

Qualifications

• Able to prioritize and manage multiple incidents simultaneously, ensuring incidents are managed quickly and efficiently to resolution.

• Knowledge of Telecommunications Support Platforms (Inventory, Alarm Management, Ticketing, and automation support platforms).

• ITIL certification and/or experience preferred.

• Strong organizational, communication, and decision-making skills.

• Proven record of accomplishment of delivering results and driving continuous improvement.

• Ability to review fiber network drawings and determine area of damage based on Optical Time Domain Reflectometer traces.

• Understands fiber and cable characteristics.

• Familiar with fiber optic and cable installation and maintenance handling.

• Strong customer service skills with the ability to manage sensitive or high-impact customer situations professionally.

• Ability to clearly communicate both verbally and in written communication.

• Ability to work varying shifts, to support the needs of the business

Education & Experience:

• High school diploma or equivalent required. Associate's degree in telecommunications, network operations, leadership, or technology, preferred.

• Five to seven (5-7) years of related experience and zero to one (0-1) year of experience in a leadership capacity.

• Extensive knowledge of Layer 1 network technologies, equipment, and management systems.

• Experience supporting incident management and restoration for optical transport and dark fiber networks.