Hotwire Communications

  • TNOC Engineer/Supervisor

    Job Locations US-FL-Fort Lauderdale
    Posted Date 1 month ago(6/8/2018 5:54 PM)
    Job ID
    # of Openings
    Network Infrastructure
  • Who We Are

    Come power the future with us!


    From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.


    And that leadership continues.


    We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out

    What You Will Be Doing

    The TNOC Supervisor oversees the day to day of the NOC for our commercial and enterprise level customers. In this role you will be managing the day to day needs of a team of engineers, ensuring reponsiveness and assisting the NOC management team with the planning, scheduling and successful end to end management of all network and application monitoring and crisis coordination and communication.

    • Recommend improvements in the supporting policies, practices, and processes to ensure customer satisfaction of end to end support.
    • Support the development of departmental objectives to achieve maximum human and machine resources allocation/utilization, monitoring performance and taking corrective action when necessary
    • Establish strong working relationships with internal and external customers, and vendors
    • Serve as an escalation point for network outages and problems
    • Assist customers and NOC personnel with their problems, issues, questions, and concerns, which are of a more technical nature, meeting or exceeding customer expectation.


    People Leadership

    • Manage technical staff and resources of the Tactical Network Operations Center to provide application and network monitoring and maintenance in a manner that provides a high level of customer satisfaction.
    • Coordinate shift scheduling for NOC operations and allocate staff members to different shift duties.
    • Manage NOC technical engineer and support staff to ensure they meet objectives for network monitoring, pro-active outage-prevention tasks, network capacity
    • Coach, mentor, and engage the team, fostering individual career growth and development



    What You Need to Bring

    Job Requirements

    • BA/BS in business management, computer science, information systems, or equivalent work experience
    • 3+ years in telecommunications industry preferred.
    • 1+ years leadership experience supervisory, project management, cross-functional facilitation
    • Extensive customer facing experience, client relationship management, client implementation, and client support experience
    • Experience managing large IP networks
    • Ability to maintain a strong sense of urgency and proven ability to perform well under stress when confronted with an emergency, critical, or essential customer or network situations.
    • Expert collaboration and customer service skills and demonstrated experience building and maturing relationships at all levels of an organization to align services with functional needs.
    • Strong oral and written communication skills and ability to clearly communicate technology plans and strategy
    • Knowledge of Networking OSI Model inclusive of: TCP/IP, DWDM, IPSec, VPN’s, etc.
    • Additional technical background in IPv4, IPv6, MPLS and Layer 2/3 protocols.
    • Significant experience directly managing measurement, reporting, and analysis of key performance indicators (KPI), and service level targets and agreements (SLA) to achieve and sustain operational excellence.


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