On-Site Supervisor, Network Operations Center; NOC). Everett LilyLifestyle

Job Description

Supervisor, Network Operations Center (NOC)

$73,000 to $100,000 annually DOE

• Medical
• Dental
• Vision
• 401k
• Flexible spending account
• Paid sick leave and paid time off
• Parental leave
• Quarterly performance bonus
• Training
• Career growth and education reimbursement programs

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge.

As our state‑of‑the‑art fiber network expands, so does our need for team members who can help us grow and realize our goals.

• Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention.
• Empowering You: We help customers choose what is best for them, and we support employees in implementing new ideas and solutions.
• Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other.

THIS IS A 100% ON-SITE POSITION IN EVERETT, WA. Only candidates within commuting distance can be considered.

The Supervisor, Network Operations Center (NOC) is responsible for leading the day‑to‑day monitoring and health of Ziply Fiber's infrastructure. The NOC Supervisor motivates a team environment with other network staff but also works on projects independently. This role is responsible for maintaining and improving uptime performance, growing the NOC team, and overseeing network events and maintenances.

Additionally, the training role is expected to build a team of technically adept employees that can maintain and troubleshoot commercial circuits as well as network transport issues that arise. They will be supervising one group of NOC technicians that adhere to a 4 day / 10‑hour shift schedule.

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

• Be a technical escalation point for a team of Network Operations Center (NOC) Technicians on shift that take voice, commercial, and transport events and contacts.
• Lead one of the 4 day / 10‑hour weekly shifts that monitor network events, take commercial trouble calls, troubleshoot voice technology issues, and escalating to proper specialist teams within Ziply for large troubleshooting events.
• Ensure NOC shift assigned is fully staffed to meet company objectives.
• Communicate affectively for shift handoff activities for both incoming and outgoing shift changes to adhere to a 4 day / 10‑hour shift schedule.
• Maintain a safe and healthy work environment.

• Maintain documentation on the NOC Master Playbook as well as participate in policy and procedure discussions.
• Review trouble tickets to ensure proper documentation, updates, and timely resolution.
• Ensure timely customer communication and follow‑up.
• Provide technical aid to customers and internal business partners during an escalation.
• Send customer notifications quickly to inform our customers about outages, problems, and scheduled maintenances that would affect their service.
• Provide root cause analysis to the business and procedural recommendations to mitigate repetition of outage scenarios.

• Ability to teach technical concepts including network monitoring tools used by Ziply, basic troubleshooting procedures, and technologies across the entire NOC organization.
• Ability to produce training materials that will aid other NOC technicians with their ability to perform job functions.
• Ability to hold training sessions that teach and inform all members of the NOC staff and report on training programs as well as NOC employee completion.
• Provide process improvement recommendations to Manager, Network Operations Center (NOC).

Performs other duties as required to support the business and evolving organization.

• High school diploma or GED.
• Minimum of five (5) years of NOC Tier 1 OR three (3) years as a NOC Tier 2/3.
• Ability to…