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The Information Technology Services Department is seeking a highly skilled and motivated Network Operations Center (NOC) Supervisor to oversee the daily operational monitoring and support of the City's enterprise network. This role is critical to ensuring the stability, reliability, and performance of a large-scale Cisco-based network infrastructure that spans multiple departments and public service operations. The NOC Supervisor will lead a team responsible for proactive network monitoring, incident response, and break-fix activities using enterprise-grade tools including SolarWinds, Splunk, Cisco Catalyst Center, and NetBrain. The supervisor will play a key role in designing and maintaining operational dashboards, ensuring high availability and visibility of network services. This position supervises two NOC Analysts, a Sr. Network Field Technician and a Network Field Technician.
This position also manages the NOCs ServiceNow ticket queue, collaborates with City departments on event notification and outage communication, and provides oversight of personnel assigned to the NOC. The NOC Supervisor will report directly to the Enterprise Network Manager for the Enterprise Network Services team within the Enterprise Telecom Services division.
This is a hybrid telework position, with up 2 days remote and 3 days in office, as needed. The Telework schedule will be determined by the Enterprise Network Manager after onboarding activities are completed.
Key Responsibilities and duties include, but not limited to:
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Supervise daily operations of the Network Operations Center, ensuring 24/7/365 network monitoring, timely incident detection, and efficient break-fix response.
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Lead, mentor, and evaluate team members, including contract personnel; ensure adherence to operational procedures and performance expectations.
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Design, develop, and maintain monitoring dashboards and alerting mechanisms using SolarWinds, Splunk, Cisco Catalyst Center, NetBrain, and related toolsets.
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Manage and prioritize the ServiceNow incident and request queues; ensure timely resolution of tickets in accordance with established SLAs.
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Serve as a primary communication point for network-related events, providing clear and timely notifications to customer departments and stakeholders.
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Collaborate with Network Engineering, Security, and Infrastructure teams to troubleshoot issues, perform root cause analysis, and develop long-term corrective actions.
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Ensure documentation accuracy for NOC processes, escalation procedures, runbooks, and service-impacting events.
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Participate in on-call rotation as needed to support major incidents or elevated operational demands.
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Support efforts to streamline and automate operational workflows, improving monitoring coverage, response efficiency, and team productivity.
This position will be funded through June 2027 with a possibility to be made regular in a future budget cycle. The temporary position will have benefits but will not earn city retirement credits or participate financially into the city's retirement program. If the successful candidate is a current City employee, all benefits will still be applicable, and the employee will still contribute to their pension. Temporary positions are not covered under civil service rules, and thus employment is considered "at-will", and employees may be separated at any time.
