Supervisor - Network Operations Center (NOC)

Supervisor - Network Operations Center (NOC)

As the largest pure-play fiber provider in the U.S., we deliver blazing-fast broadband connectivity that unlocks the potential of millions of consumers and businesses. As a Frontier employee, you will be part of our purpose of Building Gigabit America-creating the digital infrastructure that the country needs to thrive today and into the next century. Join us!

Frontier Communications provides communications services to urban, suburban, and rural communities in 25 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure digital protection solutions. Frontier Business offers communications solutions to small, medium, and enterprise businesses. More information about Frontier is available at www.frontier.com.

Summary:
The mission of the Network Operation Center is to serve our customers by providing monitoring and control for all technologies in the Frontier network on a 24x7x365 basis. As a main component of the Network Operations Center, the Surveillance team ensures efficient monitoring, fault identification, and network incident creation using documented methods. The team also takes proactive measures to ensure the integrity and stability of the network, as well as provide technical support to all Frontier organizations.
This position provides direction and leadership to the operational activities of Frontier's - Network Operations Center. The primary responsibility of this position is to supervise a team of Surveillance Technicians while supporting all associated SLAs for incident identification and resolution.

Responsibilities:
* Actively manage all facets of the network monitoring function up to and including network incident creation and triage within the surveillance area of responsibility to their associated SLAs
* Problem identification and correlation
* Network Incident creation, notification, and updates as required
* This position is also responsible for team development including personnel recruiting, personnel management, training, coaching, and mentoring
* Ensure accurate incident escalation is provided to internal NOC organizations and Frontier field technicians
* Liaise with external vendors to ensure SLA and incident quality is on par with internal resources
* Enforce processes and procedures are followed through coaching and leadership
* Provide feedback to your leadership for quantifiable process/tool improvement
* The position requires a minimum of 3-5 years of experience in telecommunications leadership/management roles with specific knowledge of managing enterprise networks and their attendant network operations centers. The candidate will have experience in personnel management, developing operational metrics, and training programs. The candidate must possess outstanding interpersonal skills and strong oral and written communication skills. Strong working knowledge of network management tools and operating systems is required.

The following experience is also preferred:
* Experience setting up local exchange operations including surveillance, monitoring, fixing, and repair.
* An understanding of IP/Data telecommunications.
* Experience with regulatory and legal issues associated with governmental regulation of telecommunications services.
* Strong focus on continuous quality improvement and decision-making ability.
* Maximization of employee productivity, morale, and retention through empowerment techniques and team building.
* The ability to maintain strong working relationships with peers within the Network Operations Center, other staff, and partners.
* Demonstrated understanding of the role of cross-functional departments and their relative impact on company initiatives.
* Proven ability to solve problems creatively and with a "can-do" attitude.
* Develop an achievable set of network performance objectives for the organization and then measure performance to those metrics.
* Provide periodic assessments of key operational issues and potential problems to upper management.
* Must be able to use computer and office equipment.
* Adaptable to change.
* Experience with and adaptability to shifting work.
* Must have a working knowledge of all telecommunication disciplines including telephone, network operation tools, processes, and metrics.

Required Skills:
* Bachelor's degree or equivalent work experience
* You will be required to understand Network architectures and protocols to support working with numerous technologies. This is including but is not limited to Transport, Voice/VoIP, and Ethernet network systems. You will be required to log directly into the equipment to validate or triage the state of the network
* This position requires a high degree of technical knowledge in installing, configuring, migrating, and removing VoIP equipment
* This position requires extensive experience and technical knowledge in installing and maintaining VoIP networks. This knowledge and experience must include multiple vendor types, up to and including Nortel, Cisco, ACME, Alcatel-Lucent, ADTRAN, META, Ribbon
* In addition to VoIP this position will need extensive experience and technical knowledge in installing and maintaining Ethernet Switching and Routing Networks. This knowledge and experience must include multiple vendor types, up to and including Cisco and Juniper
* This position requires experience and technical knowledge in maintaining Virtual servers (VMs). This knowledge and experience should include multiple vendor types
* Cloud networking experience preferred
* This position also requires knowledge of automation principles as they pertain to the monitoring and repair of Voice/VoIP networks
* This position requires an understanding of Digital Cross Connect Systems, asynchronous systems, and central office timing
* Must have a thorough knowledge of management principles and practices; personnel supervision and development; and telephony technologies
* Working knowledge of computer word processing, spreadsheet, and presentation software
* Outstanding communication and interpersonal skills required
* Must be available for network emergencies 7x24. Some evening and/or weekend work as necessary based on workload
* Develop complex business cases for new business processes
* Manage sensitive personnel issues in a timely and effective manner

What we offer:
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer includes:
* 20 PTO (Paid Time Off) days + 10 paid holidays per year
* Day one medical, dental, vision and prescription drug plan
* 401k match of 50% on 6% of eligible compensation
* Tuition Assistance Program
* Personal & Work Life Balance Resources & Wellness Support Assistance
* Employee Resource Groups
* Same-sex spouse and domestic partner benefits coverage
* 10 weeks of paid parental leave, & a phased return to work program for new parents
* Up to $10k in adoption program assistance
* 3 weeks of paid caregiver leave

Frontier Communications does not discriminate on the basis of race, color, creed, religion, sex, national origin, age, marital status, citizenship status, disability, sexual orientation, veteran status or any other protected class.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

Connecting communities is at the heart of what we do. We are committed to building a team that reflects the communities we serve. If your background and experiences are aligned with our passion to improve digital access across America, we encourage you to apply and help us achieve our mission to #BuildGigabitAmerica.