NOC Supervisor - 5 Shift Positions

NOC Supervisor - 5 Positions

 

WildBlue Communications delivers affordable high-speed internet access via satellite to our customer?s homes and offices in the contiguous U.S. Our affordable, high-speed (3.0 megabit per second) internet connection can accommodate up to eight PC's (or other internet-ready appliances) simultaneously. Our team is rapidly growing and we are in search of 5 NOC Supervisors.

 

SUMMARY:  The NOC Supervisor is a supervisory support position working under the direction of NOC management staff. Essential responsibilities of the NOC consist of providing production network and systems surveillance and performing moderately complex fault management and configuration tasks in support of customers and customer supporting systems. The primary focus is on supervising the day to day operational activities of the NOC. Managing staff, including recommendations for hiring decisions, facilitating employee skills development, resolving disagreements, motivating and making duty assignments are included in this job?s responsibilities. Accountable for the operational effectiveness of the NOC, this position administers business processes, maintains cross-functional working relationships and identifies opportunities for improvement. This position requires some flexibility in work schedule, a requirement to carry a cell phone and the ability to be on-call. Reporting to the NOC Manager, this position also receives direction from the Director of Production Ops and guidance from a wide variety of other sources such as Engineering, business partners, Business Ops and others. Weighing options, and making sound decisions based on established processes is crucial to being successful in this position, as is remaining effective under pressure. 

 

 

ACCOUNTABILITIES include the following. Other duties may be assigned.

 

?  Must be capable of performing Tier 2.5 and Tier 3 functions:

o Monitor the network/systems, document network events and take corrective action in response to alarms and traps.

o Perform network and systems configuration changes using standard technical methods and procedures.

o Provide assistance to Tier 2.5 Operations Support technicians as an escalation point and as an information resource.

oDocument and communicate network and systems event status using established systems and business practices.

o Provide timely escalations and notifications as required by procedure.

oPrimary Production point-of-contact and coordination for vendors, service providers, carriers and partners.

?  Identify and maintain NOC business processes

?  Provide supervision to the NOC staff

?  Control NOC work schedules, duty assignments and time-off requests

?  Monitor and manage the NOC?s compliance with established policy & procedural standards

?  Manage working relationships with other business units and maintain effective cross-functional communications

?  Maintain a service oriented environment focused on problem prediction, detection and resolution

?  Complete additional tasks as assigned.

 



QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

?  Must be organized and capable of tracking/managing multiple issues simultaneously.

?  Must have superior communications skills, both verbal and written, and be able to convey complex issues in a concise manner.

?  The ability to collaborate and function as part of a team is essential.

?  A good understanding of networking, the Internet and UNIX systems administration are key skills.

? Must exercise sound judgment and make reasonable decisions based on factual information.

? Must be detail oriented and capable of executing precise command strings as well as addressing and device names at NMS interfaces.

?  Prior supervisory is preferred, preferably in a NOC or a similar organization that?s engaged in technical support

?  Minimum of 3 years recent experience in a technical support role is required, preferably in an ISP or with a communications provider 

?  An advanced level of TCP/IP networking is desirable

?  A good understanding of satellite and RF communications is desirable

?  The ability to be on-call and work any shift is required

 

 

EDUCATION and/or EXPERIENCE:

? Three years of providing technical customer support, performing maintenance, monitoring, or configuration work in a 7x24x365 technical operations environment is desired. Must be able to effectively communicate complex concepts and follow procedural direction. Previous experience in a startup company would be helpful or;

* B.S. in Computer Science or equivalent in work experience

* CCNA or CCNP desirable

 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meetings and training rooms, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions.

 

Must be available to work a variety of shifts including evenings, nights, weekends, holidays and long shifts of up to 12 hours. May be required to work overtime as needed and be available for emergency or scheduled on-call. Most work performed on computers.

- Fast paced, rapidly evolving company that provides numerous opportunities for skills development, new experiences and significant participation in the company?s success 

- 7x24x365 operation environment in direct support of network services and customers

- National service offering, primarily serving rural customers

- Exceptional team of co-workers

- Unique technologies exposure 

 

 

No calls and no agencies