Lead Commercial Technical Operations

The Opportunity

We’re seeking a highly skilled Lead Commercial Technical Operations professional to serve as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments.

In this role, you’ll provide technical leadership, mentor Tier 2 team members, coordinate real-time operational activities, and serve as the primary technical escalation point before Supervisor engagement. You’ll play a critical role in strengthening Tier 2 capabilities through coaching, knowledge sharing, and hands‑on leadership while helping ensure exceptional service delivery for our commercial customers.

This is an outstanding opportunity for a technical leader who enjoys mentoring others, solving complex networking challenges, and driving operational excellence in a fast‑paced Network Operations environment.

Serve as the senior technical resource and operational leader during your assigned shift.

Responsibilities include:

• Serving as the shift and floor lead by providing:

• Acting as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 → Tier 3 → Engineering escalation path

• Representing the team during Priority 1 (P1) and Priority 2 (P2) incidents, including:

• Reinforcing Supervisor‑established standards related to:

Help elevate the technical capabilities of the team through continuous coaching and knowledge sharing.

Responsibilities include:

• Delivering:

• Leading:

• Owning team‑facing knowledge management, including:

• Providing performance feedback to Supervisors regarding:

Serve as the team’s Subject Matter Expert (SME) across the WOW! Business portfolio.

Responsibilities include:

• Supporting all WOW! Business:

• Handling the most complex customer trouble tickets

• Modeling effective troubleshooting techniques while actively transferring knowledge to teammates

• Providing advanced OSI model‑based diagnosis, troubleshooting, consulting, and coordination for customer‑impacting issues

• Coordinating issue resolution among:

Support mission‑critical Data Center operations by:

• Monitoring critical infrastructure systems, including:

• Providing Hands and Feet support when required

• Maintaining documentation and security for customer equipment and packages received and shipped through Data Centers

• Following all Ticket Management and Data Center operational policies and procedures

Responsibilities include:

• Documenting technical issues and resolutions within company ticketing and billing systems

• Assisting with the testing, certification, implementation, and support of new WOW! Business products

• Performing additional duties as assigned

• High School Diploma or equivalent required

• Associate’s degree or higher in:

• Four years of telecommunications or related technical support experience within:

• Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role

• Proven ability to lead through influence without formal supervisory authority

One or more industry‑recognized certifications required at hire or within 12 months of entering the role, including:

• Network+

• CCENT

• CCNA

• SIP School

• IPv4 / IPv6

• VoIP

• SIP technologies

Strong understanding of:

• Internet protocols

• Networking fundamentals

• Routers

• Switches

• IP subnetting

• WAN

• LAN

• VLAN

• VPN troubleshooting

• RF Signals

• HFC Networks

• Local, long‑distance, and toll‑free telephony

• LNP Porting

• LIBD

• PAC

• VoIP

• Customer Premise Equipment (CPE)

• Telephony features

• Strong analytical and troubleshooting abilities

• Excellent organizational skills

• Ability to utilize CLI across networking platforms to investigate service‑impacting events

• Proficiency with:

• Ability to quickly learn billing platforms and online support tools

• Excellent verbal…