Overview
The NOC Supervisor will help oversee the day-to-day function of the NOC Admin and NOC Engineer team members, assigning daily workload, reviewing trouble tickets, and phone calls to help the Surf NOC succeed in meeting its Network KPI’s and Customer SLA’s. Additional tasks will include screening, onboarding and the development of new hire team members as well as working closely with our reliability engineering team members throughout our Change Approval Board process, Incident Management and Outage Restoration.
Reports To: Network Operations Manager
Department: NOC & Network Engineering
Job Status: Exempt
Primary Responsibilities:
- Supervise day-to-day associate functions, work queue, schedules and availability
- Observe daily call queue and ticket workflow
- Maintain regular One on One’s discussions with NOC team members
- Assist in planning and leading regular team meetings (both group and one on one)
- Maintain knowledge of Surf products, processes and procedures
- Monitor ticket hygiene for potential training opportunities and development of team
- Assist in the screening, onboarding and training of all NOC New Hires
- Manage Customer Expectations
- Work as liaison from NOC with internal and external teams to coordinate issue resolution efforts
- Share in NOC leadership On Call responsibilities including Outage Bridges, NOC Support, etc.
