NOC Supervisor

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.