NOC Supervisor

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! Overview The NOC Supervisor is responsible for leading daily operations of the Network Operations Center (NOC), ensuring effective monitoring, incident response, and customer support across critical network services. This role supervises technical staff, manages escalations, and plays a key role in mentoring, training, and developing team members to build a high-performing operations team. Responsibilities Primary Duties and Responsibilities: Team Leadership & Operations Supervise and support NOC technicians and engineers across shiftsAssist with staff scheduling, workload distribution, and performance oversightProvide guidance and escalation support for complex technical issues Incident & Problem Management Lead major incident bridges as Incident ManagerCoordinate cross-functional teams to restore services quickly and efficientlyAuthor and deliver incident reports and internal communicationsCollaborate with Tier 2 and engineering teams for root cause resolution Ticket & Escalation Management Oversee trouble ticket lifecycle, ensuring timely resolution and qualityHandle internal and customer escalations with professionalism and urgencyMaintain standards for ticket documentation and communication Monitoring & Network Operations Ensure effective use of monitoring tools (e.g., ARPS, Nagios, Netreo)Maintain operational awareness of network health and service performanceDrive continuous improvement of monitoring capabilities and processes Technical Escalations, Training, Documentation & Knowledge Management Serve as subject matter expert in network technologies, including:IPX and SigtranBGP peeringVPNs and NNI connectivityMaintain centralized documentation repositories for NOC useTrain and mentor staff in troubleshooting, tools, and operational proceduresDevelop training programs to support new technologies and customer integrations Change Management & Customer Communications Develop and maintain customer maintenance notification processesManage distribution lists for key services (e.g., Sigtran, IPX, DSR)Maintain standardized communication templates for customer updatesEnsure timely and accurate communication during maintenance and incidents Cross-Functional Collaboration Act as NOC representative in projects involving Implementation, Engineering and Development teamsSupport implementation of new tools and platforms (e.g., ticketing systems, monitoring solutions)Partner with network planning to prepare support strategies for new deployments Process Improvement & Automation Design and implement automation tools and workflows to improve efficiencyMaintain scripts/macros to streamline ticketing and change management processesIdentify opportunities to enhance operational workflows and reduce manual effort Customer Support & Service Readiness Ensure readiness for onboarding new customers and servicesValidate availability of necessary support materials (documentation, diagrams, contacts)Coordinate with internal teams to close readiness gapsMaintain focus on delivering high-quality customer experience Qualifications Technical Skills Required IPX networks and signaling (Sigtran)BGP routing and peeringVPN technologies and network interconnectsNetwork monitoring and observability platformsProficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word)Additional Skills & QualificationsStrong leadership and team management experienceExpertise in network operations and troubleshootingExperience with incident management and escalation handlingFamiliarity with monitoring tools and ticketing systemsStrong communication and customer service skillsAbility to collaborate across technical and business teamsExperience in process improvement and automation is highly desirable For this role, we anticipate paying $110,000 - $117,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match. If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about! TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.