Supervisor – Network Operations Center; NOC

Verizon recently acquired Frontier and plans to transition non-union Frontier employees into Verizon compensation and benefits programs. This position will be part of that planned transition.

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

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.

• 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.

• 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…