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:
• 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

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

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

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:
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

Technical Leadership 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
-or equivalent training in: IPv4 / IPv6 VoIP SIP technologies

Strong understanding of:
Internet protocols Networking fundamentals Routers Switches IP subnetting Working knowledge of: WAN LAN VLAN VPN troubleshooting Preferred experience with: RF Signals HFC Networks Familiarity with:
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:
Microsoft…