OverviewThe NOC Supervisor is responsible for leading daily operations of the Network Operations Center (NOC), ensuring effective monitoring, incident response, and customer support across critical network services. This role supervises technical staff, manages escalations, and plays a key role in mentoring, training, and developing team members to build a high-performing operations team.
ResponsibilitiesPrimary Duties and Responsibilities:
Team Leadership & Operations
- Supervise and support NOC technicians and engineers across shifts
- Assist with staff scheduling, workload distribution, and performance oversight
- Provide guidance and escalation support for complex technical issues
Incident & Problem Management
- Lead major incident bridges as Incident Manager
- Coordinate cross-functional teams to restore services quickly and efficiently
- Author and deliver incident reports and internal communications
- Collaborate with Tier 2 and engineering teams for root cause resolution
Ticket & Escalation Management
- Oversee trouble ticket lifecycle, ensuring timely resolution and quality
- Handle internal and customer escalations with professionalism and urgency
- Maintain standards for ticket documentation and communication
Monitoring & Network Operations
- Ensure effective use of monitoring tools (e.g., ARPS, Nagios, Netreo)
- Maintain operational awareness of network health and service performance
- Drive continuous improvement of monitoring capabilities and processes
Technical Escalations, Training, Documentation & Knowledge Management
- Serve as subject matter expert in network technologies, including:
- IPX and Sigtran
- BGP peering
- VPNs and NNI connectivity
- Maintain centralized documentation repositories for NOC use
- Train and mentor staff in troubleshooting, tools, and operational procedures
- Develop training programs to support new technologies and customer integrations
Change Management & Customer Communications
- Develop and maintain customer maintenance notification processes
- Manage distribution lists for key services (e.g., Sigtran, IPX, DSR)
- Maintain standardized communication templates for customer updates
- Ensure timely and accurate communication during maintenance and incidents
Cross-Functional Collaboration
- Act as NOC representative in projects involving Implementation, Engineering and Development teams
- Support implementation of new tools and platforms (e.g., ticketing systems, monitoring solutions)
- Partner with network planning to prepare support strategies for new deployments
Process Improvement & Automation
- Design and implement automation tools and workflows to improve efficiency
- Maintain scripts/macros to streamline ticketing and change management processes
- Identify opportunities to enhance operational workflows and reduce manual effort
Customer Support & Service Readiness
- Ensure readiness for onboarding new customers and services
- Validate availability of necessary support materials (documentation, diagrams, contacts)
- Coordinate with internal teams to close readiness gaps
- Maintain focus on delivering high-quality customer experience
QualificationsTechnical Skills Required
IPX networks and signaling (Sigtran)
BGP routing and peering
VPN technologies and network interconnects
Network monitoring and observability platforms
Proficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word)
Additional Skills & Qualifications
Strong leadership and team management experience
Expertise in network operations and troubleshooting
Experience with incident management and escalation handling
Familiarity with monitoring tools and ticketing systems
Strong communication and customer service skills
Ability to collaborate across technical and business teams
Experience in process improvement and automation is highly desirable
For this role, we anticipate paying $110,000 - $117,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.
