Supervisor of Network Control Center

Responsibilities

• Supervise and coordinate activities for assigned workers.
• Execute on operational standards and best practices.
• Ensure proper escalation and resolution processes are followed.
• Oversee the incident management process, team members involved in resolving the incident, drive ticket management analysis and follow-up until closure.
• Drive resolution of outages and work in close collaboration across multiple functions within the organization.
• Drive resolutions for customer complaints within service level agreements and ensure effective operational performance and management.
• Assist in driving resolutions for fiber and lit services providers within service level agreements and ensure effective operational performance and management.
• Provide technical leadership for resolving critical and complex network issues.
• Drive root cause analysis for recurring network problems and implementation of identified corrective actions for continuous improvement and focus.
• Manage workflows and prioritize tasks to ensure smooth NCC operations.
• Track and report on key performance indicators (KPIs) for network operations.
• Escalate complex issues as required and determine root-causes for failure and develop corrective action.

Qualifications

• Able to prioritize and manage multiple incidents simultaneously, ensuring incidents are managed quickly and efficiently to resolution.
• Knowledge of Telecommunications Support Platforms (Inventory, Alarm Management, Ticketing, and automation support platforms).
• ITIL certification and/or experience preferred.
• Strong organizational, communication, and decision-making skills.
• Proven record of accomplishment of delivering results and driving continuous improvement.
• Ability to review fiber network drawings and determine area of damage based on Optical Time Domain Reflectometer traces.
• Understands fiber and cable characteristics.
• Familiar with fiber optic and cable installation and maintenance handling.
• Strong customer service skills with the ability to manage sensitive or high-impact customer situations professionally.
• Ability to clearly communicate both verbally and in written communication.
• Ability to work varying shifts, to support the needs of the business.