NOC Supervisor

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Supervisor – Tier II NOC OperationsSummaryThis position provides on shift direction and leadership to the operational activities of Frontier’s Tier II Network Operations Centers, employing 15 to 20 NOC III Specialists per technology category. Primary responsibilities include: managing Tier II Support effort for Transport technologies, problem resolution of those situations escalated to Tier II; providing support to Tier I on all network elements; Network Incident resolution, notifications and updates; support to Frontier field technicians; and completing detailed reviews for major network outages. This is a working supervisory role that is also responsible for providing 7/24 Tier II technical support on transport technologies monitored by the Network Operations Centers and maintained by Region Technicians. These technologies include but are not limited to SONET, DWDM, ROADM, Digital Cross-Connect (DCS), multiplexer, channel bank, network timing (BITS), DLC, and Packet Optical equipment. General FunctionsProvide on shift direction and leadership of the Tier 2 Transport support function.Provide remote technical support to Network Operations Center Specialists and Region Operations Technicians.Direct transport network outage restorations and engage necessary resources to minimize impact.Provide technical assistance with incident review and outage analysis requests to determine root cause and future prevention.Provide technical assistance for vendor cross-functional meetings, reviews, and planning sessions.Provide remote or on-site technical training to peers, NOC teams, and or Region Operations Technicians and publish support bulletins/job aids.Manage sensitive personnel issues in a timely and effective manner.Develop complex business cases to new business processes.Skills RequiredMinimum 5 - 7 years telephony network provisioning/maintenance, installation and repair experience required.BA/BS degree in Information Technology/Computer Science, Business Management or related field or equivalent work experience.Working experience in central office maintenance, central office equipment installation, network engineering, network provisioning and or Tier I technical support working with numerous transport network technologies including but not limited to Tellabs DCS, Tellabs 7100 ROADM, Ciena (Nortel) SONET, Fujitsu SONET, EMS, DLC, MUX, Symmetricom timing (BITS), and Packet Optical equipment.Able to work flexible hours and be a part of an on-call rotation for off-hour/weekend support.Ability to handle and prioritize outage and network issues efficiently and effectively.Able to think and react appropriately to network outages, make necessary provisions to ensure the least impact on our customers during network down situations.Strong communication, leadership, interpersonal and organization skills.Ability to document and articulate technical recommendations to a variety of audiences and skill levels.Self-motivated, innovative problem solver capable of working independently.Skilled in the operation of personal computers and accessing a variety of remote computer systems.Strong focus on continuous quality improvement and decision-making abilityThe ability to maintain strong working relationships with peers within the Network Operations Center other staff and partners.Demonstrated understanding of the role of cross-functional departments and their relative impact on company initiatives.Proven ability to solve problems creatively and with a “can do” attitude.Must be available for network emergencies 7x24. Some evening and/or weekend work as necessary based upon workload.Must have thorough knowledge of management principles and practices; personnel supervision and development; and telephony technologies.

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