Lead Commercial Technical Operations

Lead Commercial Technical Operations

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.

Technical Leadership & Shift Operations

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

Responsibilities include:

• Serving as the shift and floor lead by providing:
• Real-time queue oversight
• Workload balancing
• Coverage recommendations
• 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:
• Bridge participation
• Communication leadership
• Coordination with Engineering teams
• Reinforcing Supervisor-established standards related to:
• Schedule adherence
• Ticket quality
• Documentation standards

Coaching, Mentorship & Team Development

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

Responsibilities include:

• Delivering:
• Side-by-side coaching
• Ticket reviews
• Call reviews
• Targeted skill-gap remediation
• Leading:
• Shift huddles
• Technical training sessions
• Readiness initiatives for new products, features, and process updates
• Owning team-facing knowledge management, including:
• Runbooks
• Knowledge Base articles
• Technical tips
• Post-incident lessons learned
• Providing performance feedback to Supervisors regarding:
• Coaching opportunities
• Individual readiness
• Career advancement recommendations

Advanced Technical Support

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

Responsibilities include:

• Supporting all WOW! Business:
• Voice services
• Video services
• Data products
• 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:
• Customers
• Network Administrators
• Vendors
• Field Technicians
• Service Providers
• Internal WOW! teams

Data Center Operations

Support mission-critical Data Center operations by:

• Monitoring critical infrastructure systems, including:
• Physical Security
• Power
• HVAC
• 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

Product Support & Documentation

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

What You'll Bring

Minimum Education & Experience

• High School Diploma or equivalent required
• Associate's degree or higher in:
• Information Technology
• Computer Science
• Telecommunications
• Related technical field preferred
• Four years of telecommunications or related technical support experience within:
• Network Operations Centers
• Systems Administration
• IT Operations

Skills & Abilities for Success

Technical Leadership

• Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role
• Proven ability to lead through influence without formal supervisory authority

Certifications

One or more industry-recognized…