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 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…