ABOUT THE JOB
The Telecommunications NOC Supervisor oversees daily operations of the Network Operations Center (NOC), ensuring reliable performance of voice, data, wireless, and fiber networks. Supervise NOC technicians, coordinate incident response, manage escalations, and maintain service availability in accordance with SLAs and industry standards.
ESSENTIAL FUNCTIONS/KEY RESPONSIBILITIES
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NOC Team Leadership — Supervise NOC technicians, engage in assessing events, assign tasks, manage schedules, and provide coaching.
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Network Monitoring — Oversee real‑time monitoring of network elements, alarms, and performance metrics.
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Incident Management — Lead responses to outages, service degradations, and critical alarms ensuring superior customer experience.
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Troubleshooting Oversight — Assist and guide technicians through diagnostics for fiber, wireless, IP, VoIP, and transport systems.
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Escalation Management — Coordinate with engineering, field operations, vendors, and carriers.
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Vendor Management — Manage vendor escalations and event response coordination.
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SLA & Performance Tracking — Ensure compliance with uptime, latency, and response‑time targets.
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Change Management — Approve and supervise planned maintenance, upgrades, and network changes.
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Documentation & Reporting — Maintain logs, incident reports, shift summaries, and performance dashboards.
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Process Improvement — Enhance workflows, SOPs, and monitoring practices.
SUPERVISOR RESPONSIBILITIES
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Provides leadership, guidance, and support to assigned team members.
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Assists with employee training, coaching, and performance management.
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Supports hiring, onboarding, scheduling, and employee development activities.
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Promotes a positive, professional, and safety-focused work environment.
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Ensures compliance with company policies, procedures, and applicable regulations.
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Monitor workload distribution and team productivity to support operational goals.
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Addresses employee concerns and escalate issues as appropriate.
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May participate in disciplinary actions, performance evaluations, and corrective action processes.
QUALIFICATIONS
Technical Skills:
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Strong understanding of IP networking, routing, switching, fiber optics, wireless systems, VoIP, and transport technologies.
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Experience with NOC tools such as monitoring platforms, ticketing systems, and network management systems.
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Ability to interpret alarms, logs, and network diagrams.
Leadership & Operational Skills:
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Experience supervising technical teams in a 24/7 environment.
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Strong communication and decision‑making under pressure.
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Ability to manage escalations and coordinate cross‑functional response.
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Familiarity with incident management and change control.
Education & Certifications:
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Associate or Bachelor’s degree in Telecommunications, Engineering, or Information Technology.
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Preferred certifications: CCNA, JNCIA, Network+, ITIL Foundation.
SAFETY EXPECTATIONS
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Compliance with company safety policies, PPE, safe driving, DOT requirements, etc.
ENVIRONMENTAL / WORKING CONDITIONS
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Work is primarily performed in a professional office environment.
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Occasional business travel may be required based on business needs.
PHYSICAL REQUIREMENTS
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Ability to perform the essential functions of the position with or without reasonable accommodation.
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Requires the ability to communicate effectively and utilize standard office technology and equipment.
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May require remaining in a stationary position and moving throughout the work environment as needed to perform job responsibilities.
Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.
