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! 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. If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

Responsibilities

• Team Leadership & Operations: 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
• Incident & Problem Management: 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
• Ticket & Escalation Management: 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
• Monitoring & Network Operations: 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
• Technical Escalations, Training, Documentation & Knowledge Management: 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
• Change Management & Customer Communications: 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
• Cross-Functional Collaboration: Act as NOC representative in projects involving Implementation, Engineering and Development teams; Support 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 efficiency; Maintain scripts/macros to streamline ticketing and change management processes; Identify opportunities to enhance operational workflows and reduce manual effort
• Customer Support & Service Readiness: Ensure readiness for onboarding new customers and services; Validate availability of necessary support materials (documentation, diagrams, contacts); Coordinate with internal teams to close readiness gaps; Maintain focus on delivering high-quality customer experience

Qualifications

• Technical Skills Required: IPX networks and signaling (Sigtran); BGP routing and peering; VPN technologies and network interconnects; Network monitoring and observability platforms; Proficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word)
• Additional Skills & Qualifications: Strong leadership and team management experience; Expertise in network operations and troubleshooting; Experience with incident management and escalation handling; Familiarity with monitoring tools and ticketing systems; Strong communication and customer service skills; Ability to collaborate across technical and business teams; Experience in process improvement and automation is highly desirable

Pay

The anticipated salary range for this role is $110,000 - $117,000 annually (estimate based on market data; actual compensation may vary based on candidate’s knowledge, skills, abilities, and geographic location).

Benefits

TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.