NOC Supervisor

About the role

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

Responsibilities

• Supervise and support NOC technicians and engineers across shifts
• Assist with staff scheduling, workload distribution, and performance oversight
• Provide guidance and escalation support for complex technical issues
• Lead major incident bridges as Incident Manager
• Coordinate cross-functional teams to restore services quickly and efficiently
• Author and deliver incident reports and internal communications
• Collaborate with Tier 2 and engineering teams for root cause resolution
• Oversee trouble ticket lifecycle, ensuring timely resolution and quality
• Handle internal and customer escalations with professionalism and urgency
• Maintain standards for ticket documentation and communication
• Ensure effective use of monitoring tools (e.g., ARPS, Nagios, Netreo)
• Maintain operational awareness of network health and service performance
• Drive continuous improvement of monitoring capabilities and processes
• Serve as subject matter expert in network technologies, including: IPX and Sigtran, BGP peering, VPNs and NNI connectivity
• Maintain centralized documentation repositories for NOC use
• Train and mentor staff in troubleshooting, tools, and operational procedures
• Develop training programs to support new technologies and customer integrations
• Develop and maintain customer maintenance notification processes
• Manage distribution lists for key services (e.g., Sigtran, IPX, DSR)
• Maintain standardized communication templates for customer updates
• Ensure timely and accurate communication during maintenance and incidents
• Act as NOC representative in projects involving Implementation, Engineering and Development teams
• Support