Job Description
Position Title: Supervisor, Network Operations Center (NOC)

Base Salary: $73,000 to $100,000 annually DOE

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

Job Summary
Candidates must reside within commuting distance of the Everett, WA office. This role is fully onsite and does not offer remote or hybrid work options.Work hours are Wednesday through Saturday, 2 p.m. to 1:00 a.m. PDT.

The Supervisor, Network Operations Center (NOC) is responsible for leading the day-to-day monitoring and health of Ziply Fiber's infrastructure. The NOC Supervisor motivates a team environment with other network staff but also works on projects independently. This role is responsible for maintaining and improving uptime performance, growing the NOC team, and overseeing network events and maintenances. Additionally, the training role is expected to build a team of technically adept employees that can maintain and troubleshoot commercial circuits as well as network transport issues that arise. They will be supervising one group of NOC technicians that adhere to a 4 day / 10-hour shift schedule.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

Team Leadership & Shift Management
• Be a technical escalation point for a team of Network Operations Center (NOC) Technicians on shift that take voice, commercial, and transport events and contacts.
• Lead one of the 4 day / 10-hour weekly shifts that monitor network events, take commercial trouble calls, troubleshoot voice technology issues, and escalate to proper specialist teams within Ziply for large troubleshooting events.
• Ensure NOC shift assigned is fully staffed to meet company objectives.
• Communicate affectively for shift handoff activities for both incoming and outgoing shift changes to adhere to a 4 day / 10-hour shift schedule.
• Maintain a safe and healthy work environment.

Technical Operations & Troubleshooting
• Maintain documentation on the NOC Master Playbook as well as participate in policy and procedure discussions.
• Review trouble tickets to ensure proper documentation, updates, and timely resolution.
• Ensure timely customer communication and follow-up.
• Provide technical aid to customers and internal business partners during an escalation.
• Sending of customer notifications quickly to inform our customers about outages, problems, and scheduled maintenances that would affect their service.
• Provide root cause analysis to the business and procedural recommendations to mitigate repetition of outage scenarios.

Training & Process Improvement
• Ability to teach technical concepts including network monitoring tools used by Ziply, basic troubleshooting procedures, and technologies across the entire NOC organization.
• Ability to produce training materials that will aide other NOC technicians with their ability to perform job functions.
• Ability to hold training sessions that teach and inform all members of the NOC staff and report on training programs as well as NOC employee completion.
• Provide process improvement recommendations to Manager, Network Operations Center (NOC).

Other Duties
• Performs other duties as required to support the business and evolving organization

Required Qualifications:

• Highschool diploma or GED.
• Minimumof five (5) years of NOC Tier 1 OR three (3) years as a NOC Tier 2/3.
• Abilityto identify and resolve issues effectively.
• Skilledin conflict resolution.
• Abilityto maintain shift scheduling of the NOC team for the coverage of a 4 day /10-hour weekly schedule.
• Abilityto adapt to changing conditions and plans with well-reasoned decision andminimal supervision.
• Abilityto meet and set short-term and long-term objectives for self and assignedteam.
• Abilityto provide excellent customer service.

• Excellenttroubleshooting and analytical skills.
• Abilityto use NOC tools for issue identification and escalation.
• Excellenttime management skills and ability to prioritize.

• Abilityto communicate effectively with all levels within an organization.
• Abilityto work various shifts as needed, including weekdays, weekends, swing, andnight.

Preferred Qualifications:

• Minimumof two (2) years of leadership experience; leadership experience intelecom.
• TelecomNetwork Operations Center experience.
• Ticketmanagement experience.
• Knowledgeof network protocols and networking technologies.
• Experienceand understanding of switches and routers.
• Basicunderstanding of IPv4 and IPv6 subnet address standards.
• Basicunderstanding of Ethernet.
• Understandingof fiber optic network infrastructure repair and maintenance principles.

Knowledge, Skills, and Abilities:

• Strongoral and written communication skills are required.
• Abilityto operate various office equipment such as personal computer, varioussoftware programs including Microsoft Office applications (Excel, Outlook,Visio), and telephone systems.
• Ambitiousand goal oriented.
• Strongattention to detail and problem-solving skills are required.
• Abilityto work as part of a team while performing as an individual.
• Abilityto sit for long periods of time in a typical office environment.
• Abilityto lift and carry up to 20 pounds.
• Positionrequires flexibility to work within non-standard business hours.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.