Supervisor – Network Operations Center; NOC

Overview

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.

Supervisor – Network Operations Center (NOC)

As the largest pure-play fiber provider in the U.S., Frontier delivers 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. Frontier Communications provides communications services to urban, suburban, and rural communities in 25 states.

Frontier offers 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 solutions to small, medium, and enterprise businesses. More information about Frontier is available at

The mission of the Network Operations 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, and provides 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 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
• 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 are on par with internal resources
• Enforce processes and procedures are followed through coaching and leadership
• Provide feedback to leadership for quantifiable process/tool improvement
• Minimum 3-5 years of experience in telecommunications leadership/management with knowledge of managing enterprise networks and their network operations centers; experience in personnel management, developing operational metrics, and training programs; strong interpersonal, oral, and written communication skills; working knowledge of network management tools and operating systems

• Experience setting up local exchange operations including surveillance, monitoring, fixing, and repair
• Understanding of IP/Data telecommunications
• Experience with regulatory and legal issues in governmental regulation of telecommunications services
• Strong focus on continuous quality improvement and decision-making
• Maximization of employee productivity, morale, and retention through empowerment and team building
• Ability to maintain strong working relationships within the NOC and with peers, staff, and partners
• Understanding of cross-functional department roles and their impact on company initiatives
• Creative problem-solving and a can-do attitude
• Develop achievable network performance objectives and measure performance against them
• Provide periodic assessments of key operational issues to upper management
• Working knowledge of all telecommunication disciplines including telephone, network operation tools, processes, and metrics
• Must be able to use computer and office equipment; adaptable to change; willingness for shift work
• Knowledge of digital cross-connect systems, asynchronous systems, and central office timing
• Strong supervisory and…