NOC Supervisor

Remote
Full Time
Manager/Supervisor
Zentro Internet
Network Operations Center (NOC) Supervisor
Department: Network Operations
Reports To: Director of Network Operations / VP Engineering & Operations
Location: Hybrid / Remote (as approved)
Classification: Full-Time, Exempt
Position Summary
The Network Operations Center (NOC) Supervisor is responsible for the day-to-day leadership, performance, and operational effectiveness of Zentro's 24x7 Network Operations Center. This position oversees NOC Team Leads and NOC Technicians while ensuring the timely monitoring, troubleshooting, escalation, communication, and resolution of network events affecting customers and critical infrastructure.

The NOC Supervisor serves as the operational leader responsible for network availability, incident response, operational efficiency, workforce development, and cross-functional collaboration. This role partners closely with Engineering, Field Services, Customer Support, Project Engineering, Sales Engineering, and third-party vendors to continuously improve service delivery, operational processes, and customer experience.

The ideal candidate combines strong leadership skills, operational discipline, technical knowledge, and a continuous improvement mindset to support Zentro's rapidly expanding national broadband network.
Essential Duties and Responsibilities
Leadership & Personnel Management
  • Directly supervise NOC Team Leads and NOC Technicians.
  • Provide coaching, mentoring, and performance management for NOC personnel.
  • Conduct performance evaluations, career development planning, and ongoing employee training.
  • Assist with recruiting, interviewing, hiring, onboarding, and retention of NOC staff.
  • Develop and maintain staffing schedules to ensure proper 24x7 operational coverage.
  • Promote a culture of accountability, professionalism, teamwork, and customer service.
  • Ensure adherence to company policies, operational standards, and escalation procedures.
  • Manage shift handoffs and maintain operational continuity between teams.
Network Operations Management
  • Oversee real-time monitoring and operational support of Zentro's nationwide network infrastructure.
  • Ensure timely triage, escalation, communication, and resolution of service-impacting events.
  • Coordinate incident response activities during network outages and major service disruptions.
  • Serve as the primary operational escalation point for critical incidents.
  • Coordinate with internal teams and external vendors during outage restoration efforts.
  • Review and ensure accuracy of incident documentation, outage reports, and customer communications.
  • Monitor operational performance and ensure compliance with service level objectives.
  • Participate in an on-call escalation rotation as required.
Cross-Department Collaboration & Operational Efficiency
  • Partner with Field Services, Engineering, Customer Support, Project Engineering, Sales Engineering, and other departments to improve operational effectiveness and customer experience.
  • Develop and maintain operational standards, workflows, and best practices that drive consistency across the organization.
  • Identify opportunities to streamline processes, reduce operational bottlenecks, and improve service delivery.
  • Collaborate with Field Services leadership to improve dispatch accuracy, maintenance scheduling, technician utilization, and escalation procedures.
  • Drive initiatives to reduce unnecessary truck rolls through improved remote diagnostics, troubleshooting, and operational procedures.
  • Lead cross-functional efforts to identify recurring operational issues, determine root causes, and implement long-term corrective actions.
  • Facilitate regular operational review meetings with key stakeholders to improve communication, accountability, and organizational alignment.
  • Support change management initiatives and ensure operational readiness for new products, technologies, and network deployments.
  • Promote collaboration between departments to improve efficiency, reduce costs, and enhance overall operational performance.
Process Improvement & Operational Excellence
  • Develop, document, maintain, and enforce NOC operational procedures and standards.
  • Drive continuous improvement initiatives focused on (not limited to):
    • Network Availability
    • Mean Time to Detect (MTTD)
    • Mean Time to Restore (MTTR)
    • Dispatch Efficiency
    • Customer Experience
    • Operational Scalability
  • Support implementation and enhancement of monitoring and management platforms including Zabbix and other operational tools.
  • Identify automation opportunities that improve operational efficiency and reduce manual effort.
  • Conduct post-incident reviews and root cause analyses (RCA) following major outages.
  • Ensure lessons learned are documented and corrective actions are implemented.
Reporting & Performance Management
  • Develop and maintain operational scorecards, dashboards, and KPI reporting.
  • Track and report on key operational metrics including:
    • Network Availability and Network Health
    • Incident Response Time
    • MTTR
    • Escalation Compliance
    • Ticket Backlog
    • Technician Productivity
    • Vendor Performance
    • Dispatch Efficiency
    • Outage Reporting Accuracy
  • Prepare weekly, monthly, and quarterly operational reports for leadership.
  • Analyze operational trends and recommend corrective actions and process improvements.
Vendor & Third-Party Management
  • Coordinate with transport providers, carriers, utility companies, and service partners during service-impacting events.
  • Escalate and manage third-party outages and maintenance activities.
  • Monitor vendor performance and ensure compliance with service expectations.
  • Participate in vendor review meetings and operational performance assessments.
Required Qualifications
  • 5+ years of experience in a Network Operations Center, ISP, telecommunications, or managed services environment.
  • 2+ years of leadership or supervisory experience managing technical teams.
  • Strong understanding of network operations, incident management, and service restoration processes.
  • Experience managing personnel in a 24x7 operational environment.
  • Working knowledge of:
    • TCP/IP Networking
    • Routing & Switching
    • BGP
    • MPLS
    • Fiber Networks
    • Fixed Wireless Networks
    • DOCSIS Networks
    • Optical Transport Technologies
  • Experience with network monitoring and management platforms.
  • Strong organizational, communication, and leadership skills.
  • Ability to effectively manage multiple priorities in a fast-paced operational environment.
Preferred Qualifications
  • Experience within a broadband ISP, fiber provider, or telecommunications carrier.
  • Experience with Zabbix, Sonar, Jira, and ITSM platforms.
  • JNCIA, JNCIS, CCNA, CCNP, or equivalent industry certifications.
  • Experience supporting multi-state or geographically distributed network operations.
Key Performance Indicators (KPIs)
The NOC Supervisor will be measured on:
Operational Performance
  • Network Availability
  • Mean Time to Detect (MTTD)
  • Mean Time to Restore (MTTR)
  • SLA Compliance
  • Escalation Compliance
Team Performance
  • Employee Development
  • Training Completion
  • Schedule Adherence
  • Employee Retention
Operational Efficiency
  • Dispatch Reduction
  • Repeat Incident Reduction
  • Ticket Backlog Management
  • Process Improvement Initiatives
  • Cross-Department Efficiency Improvements
Customer Experience
  • Outage Communication Accuracy
  • Customer Impact Reduction
  • Service Restoration Effectiveness
Physical & Work Requirements
  • Ability to work in a 24x7 operational environment.
  • Ability to participate in after-hours escalation and on-call rotations.
  • Ability to sit for extended periods while monitoring systems and coordinating operational activities.
  • Occasional travel may be required to support company initiatives, training, or operational reviews.
Position Success Profile
A successful NOC Supervisor at Zentro is a proactive leader who not only manages network operations but continuously improves how teams work together. This individual drives accountability, operational excellence, process standardization, and cross-functional collaboration while ensuring the highest levels of network reliability and customer satisfaction across Zentro's national broadband footprint.
What We Offer
  • Competitive base salary ($80K–$90K)
  • Comprehensive benefits package, including health, dental, and retirement plans.  
  • Opportunity to work with a dynamic team in a growing industry.  
  • Ongoing training and professional development opportunities.   
Zentro is an Equal Opportunity Employer; employment with Zentro is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, marital status, mental or physical disability or any other legally protected status.


 
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