NOC Second Shift Supervisor

SUMMARY

Provide second shift continuity by supervising two functional areas including a 24x7x365 Network Operations Center, and the Badgernet Converged Network Support group in such a manner that it functions as an integral part of the overall plans and day-to-day activities of the company.  Responsibility for monitoring, installation, troubleshooting and repair of all KDL products. Monitor assisting and tracking activities in the field.  Monitoring and coordinating scheduled and emergency maintenance on the network. Monitoring and coordinating “One Call” process. Enhance the company's ability to meet present and future customer needs. Establish an organization that is proactive in the maintaining and controlling network infrastructure and products and services.

 

ESSENTIAL RESPONSIBILITIES / PERCENT OF TIME include the following. Other duties may be assigned. Indicate the percent of time spent performing this responsibility. Total percent of time for all responsibilities should equal 100%.

 

1) Direct and manage the day-to-day routine activities such as proactive maintenance, monitoring and controlling of network infrastructure and services. Develop policies, methods, and procedures to support all KDL end user products and services including Wholesale Transport, Internet, Frame Relay, Private Line, Data Center, and VoIP.  Develop and implement programs to improve customer satisfaction through training, procedures and system enhancements in support of KDL's strategic goals and objectives.  Plan, Define and develop methods and procedures to solve and prevent customer service issues.

(40%)

 

(2) Manage customer, vendor, and internal partner relationships to ensure KDL's products and services meet the expected performance criteria.

(40%)

 

(3) Enhance the company's abilities to meet the present and future customers' needs by providing them quality service and the best response to their network problems.

(20%)

 

 

SUPERVISORY RESPONSIBILITIES

Supervises Network Operations Center employees and coordinates with Managers of both Badgernet Converged Network and Network Operations Center to ensure reliable service and customer responsiveness is maintained at all hours of the day. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, and training employees; planning, assigning, and directing work; assisting Managers in appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 

QUALIFICATIONS to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE

Associates Degree (A.S.) or equivalent; and three years related experience, or equivalent combination of education and experience.

 

LANGUAGE SKILLS

Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

REASONING ABILITY

Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret a variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

CERTIFICATES, LICENSES, REGISTRATIONS

 Special Technical Training Certificates such as CCNA, Management Training Certificates and Driver's License.

 

OTHER SKILLS AND ABILITIES

Strong technical management skills and ability to lead a large and geographically disperse work force. Substantial knowledge of voice, data  and transmission systems (microwave radio, fiber optic and satellite). Ability to handle multiple priorities, crisis and customers' requirements. Knowledge of and familiarity with IBM based PC's, Word & Excel for Windows, Lotus and Oracle applications.

 

PHYSICAL DEMANDS the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and taste or smell. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

 

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate. This position is on call 24 hours a day 365 days per year to respond to all network and customer problems. This involves extra work after business hour, overnight and during some weekends.