网络操作中心主管
NOC Supervisor
一个才华横溢的团队每天共同努力，从专业和个人角度推动TNS的成功。加入我们，成就卓越！
简介
NOC主管负责领导网络运营中心（NOC）的日常运营，确保对关键网络服务的有效监控、事件响应和客户服务。该职位监督技术人员，管理升级问题，并在指导、培训和发展团队成员方面发挥关键作用，以打造一支高绩效的运营团队。
职责
主要职责和任务：
团队领导与运营
- 监督和协助各班次的NOC技术人员和工程师
- 协助人员排班、工作量分配和绩效监督
- 为复杂技术问题提供指导和升级支持
事件与问题管理
- 担任事件经理，主持重大事件会议
- 协调跨职能团队快速有效地恢复服务
- 编写并发布事件报告和内部沟通
- 与二级支持和工程团队合作解决根本原因
工单与升级管理
- 监督工单生命周期，确保及时解决和质量
- 以专业和紧迫的态度处理内部和客户升级
- 维护工单文档和沟通的标准
监控与网络运营
- 确保监控工具（如ARPS、Nagios、Netreo）的有效使用
- 保持对网络健康状况和服务性能的运营意识
- 推动监控能力和流程的持续改进
技术升级、培训、文档与知识管理
- 在网络技术方面担任专家，包括：
- IPX和Sigtran
- BGP对等
- VPN和NNI连接
- 维护NOC使用的集中文档库
- 对员工进行故障排除、工具和操作流程的培训和指导
- 开发培训计划以支持新技术和客户集成
变更管理与客户沟通
- 制定和维护客户维护通知流程
- 管理关键服务的分发列表（如Sigtran、IPX、DSR）
- 维护客户更新的标准沟通模板
- 确保维护和事件期间及时准确的沟通
跨职能协作
- 作为NOC代表
查看英文原文
An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.Come join the excellence!
Overview
The NOC Supervisor is responsible for leading daily operations of the Network Operations Center (NOC), ensuring effective monitoring, incident response, and customer support across critical network services. This role supervises technical staff, manages escalations, and plays a key role in mentoring, training, and developing team members to build a high-performing operations team.Responsibilities
Primary Duties and Responsibilities:
Team Leadership & Operations
- Supervise and support NOC technicians and engineers across shifts
- Assist with staff scheduling, workload distribution, and performance oversight
- Provide guidance and escalation support for complex technical issues
Incident & Problem Management
- Lead major incident bridges as Incident Manager
- Coordinate cross-functional teams to restore services quickly and efficiently
- Author and deliver incident reports and internal communications
- Collaborate with Tier 2 and engineering teams for root cause resolution
Ticket & Escalation Management
- Oversee trouble ticket lifecycle, ensuring timely resolution and quality
- Handle internal and customer escalations with professionalism and urgency
- Maintain standards for ticket documentation and communication
Monitoring & Network Operations
- Ensure effective use of monitoring tools (e.g., ARPS, Nagios, Netreo)
- Maintain operational awareness of network health and service performance
- Drive continuous improvement of monitoring capabilities and processes
Technical Escalations, Training, Documentation & Knowledge Management
- Serve as subject matter expert in network technologies, including:
- IPX and Sigtran
- BGP peering
- VPNs and NNI connectivity
- Maintain centralized documentation repositories for NOC use
- Train and mentor staff in troubleshooting, tools, and operational procedures
- Develop training programs to support new technologies and customer integrations
Change Management & Customer Communications
- Develop and maintain customer maintenance notification processes
- Manage distribution lists for key services (e.g., Sigtran, IPX, DSR)
- Maintain standardized communication templates for customer updates
- Ensure timely and accurate communication during maintenance and incidents
Cross-Functional Collaboration
- Act as NOC representative in projects involving Implementation, Engineering and Development teams
- Support implementation of new tools and platforms (e.g., ticketing systems, monitoring solutions)
- Partner with network planning to prepare support strategies for new deployments
Process Improvement & Automation
- Design and implement automation tools and workflows to improve efficiency
- Maintain scripts/macros to streamline ticketing and change management processes
- Identify opportunities to enhance operational workflows and reduce manual effort
Customer Support & Service Readiness
- Ensure readiness for onboarding new customers and services
- Validate availability of necessary support materials (documentation, diagrams, contacts)
- Coordinate with internal teams to close readiness gaps
- Maintain focus on delivering high-quality customer experience
Qualifications
- Technical Skills Required
- IPX networks and signaling (Sigtran)
- BGP routing and peering
- VPN technologies and network interconnects
- Network monitoring and observability platforms
- Proficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word)
- Additional Skills & Qualifications
- Strong leadership and team management experience
- Expertise in network operations and troubleshooting
- Experience with incident management and escalation handling
- Familiarity with monitoring tools and ticketing systems
- Strong communication and customer service skills
- Ability to collaborate across technical and business teams
- Experience in process improvement and automation is highly desirable
For this role, we anticipate paying $110,000 - $117,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.
If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
Originally posted on Himalayas