Wave is a leading provider of high-speed internet, video and phone services on the West Coast, serving customers in communities in Washington, Oregon, and California.
As a NOC Supervisor, you will oversee 24/7 trouble isolation and remote restoration for NOC delivered mission critical services that support elements of the Wave Broadband Enterprise. These include, but are not limited to detection, ticketing and triaging of switch, network, transport, or systems faults across multiple technologies on the Voice, Video and Data and Power Plant network. The NOC Supervisor utilizes all available OSS platforms and tools to isolate, repair or restore faults for Wave Core and Enterprise Customer networks. Additionally, the supervisor will maintain strong situational awareness of changes being performed throughout the core network through a solid change management process. This position reports directly to the NOC Manager and Leads a Team of NOC Personnel.
The Network Operations Center is responsible for monitoring and response of service related issues impacting customers (external and internal) in order to expedite repair and minimize negative customer experience. The Network Operations department is a 24/7 service provider for the organization.
Principal Duties and Responsibilities:
•Top level escalation path for NOC Technicians
•Development of NOC functionality including escalation process, demarks, and Team networking knowledge
•Oversee triage of network and service equipment for outages and performance issues
•Training – Isolation and identification of cause of faults for core network and Enterprise customer related issues
•Remote restore/reroute competencies
•Perform equipment checks remotely using automated monitoring tools in accordance with established policies and procedures
•Oversee Team assessment of impact to core network/services and resulting impact to commercial customers and escalate appropriately
•Interface directly with Internal and External Enterprise Engineers/Technicians
•Ensure accuracy and completion of work performed and evaluates the effectiveness of results, in conjunction with Supervisor and Director
•Maintain a good working image to Customers and the community with regard to personal presentation, communication, and caliber of work effort
•Punctual, regular, and consistent attendance
•Availability to work any shift in a 24/7/365 environment
•Must be a self-starter willing to take on new tasks with little to no direction or background
•3+ years technical experience in a telecommunications, network, cable, or related industry.Telecom or MSO Network Operations Center experience preferred
•Experience as NOC Supervisor, Project Lead or similar demonstrable leadership experience
•Vocational or Associates degree or related work experience and/or training; or equivalent combination of military, education and experience
•Proven experience and detailed knowledge in supporting Network protocols and networking technologies, HFC plant and system delivery, and VoIP platforms
•High level understanding and troubleshooting of Layer 2 networks
•Must have strong verbal, written, and interpersonal communication skills
•Sound ability to analyze issues
•RF Network troubleshooting
•Basic Linux Commands
•LANs and Wans
•Subnetting and routing
•Cisco iOS software
•Power Plant Comprehension – Generator, UPS, Battery, Commercial, ATS
•Remote–Restore & Alternate routing Understanding & Execution
•Monitoring, Issue Management & Communication
•Use of NOC tools for issue identification and escalation
•Critical Thinking Skills
•High level understanding of VOD
Diverse Workforce / EEO:
Wave Division Holdings (WDH) recognizes and strongly supports the benefits of a diverse workforce, and strives to provide a culture that recognizes the unique contributions of each of our employees. WDH requires a drug test, background check, employment, and education verification as conditions of employment. WDH is an equal opportunity employer and will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, veteran status, and the presence of a non-job related handicap or disability, or any other legally protected status.
About Wave Broadband
Wave is a gigabit broadband and commercial fiber and broadband services company, with over 7,000 miles of metro fiber providing true high-speed internet service, voice, video, advanced business connectivity solutions and a variety of related products and options for business and residential customers in key areas of Washington, Oregon and California including Portland, Seattle, and San Francisco. Wave is headquartered in Kirkland, Washington.