Supervisor NOC Operations

Position Title: Supervisor NOC Operations (M1)

Company Overview

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$70B.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

Role

Crown Castle Fiber is seeking a Shift Supervisor within our Network Operations Center. Within this role the candidate will oversee the day to day monitoring and management of Crown Castle’s transport, IP, and Ethernet networks and customer solutions. The Shift supervisor will work cross-functionally with internal departments, external vendors and the NOC management team to resolve issues in our deployed infrastructure. Additionally, the Shift Manager is expected to provide leadership and guidance to a team of 8-10 technicians across 4 geographically diverse operations centers.

Shift: 24x7 coverage. Specific days and hours to be determined

Responsibilities:

• Regular review of all outstanding tickets to make certain SLA’s are being met
• Consistent oversight of all issues to ensure continued communication to the customer
• Continuously review all NMS and EMS systems
• Ensure equal distribution of workload across shift technicians
• Take ownership of escalations from team members and engage in direct customer communications
• Consistently review the phone system to ensure the appropriate amount of technicians are available to avoid customers experiencing extended wait time
• Prioritize work as needed during the shift
• Be the liaison between management and the technicians so their focus is toward daily responsibilities
• Incident Manager during all outages: Ensure all teams are engaged and are providing timely updates. Confirm all customer communications and ensure updates are sent per Incident Management guidelines. Construct and deliver high quality updates on issues to Executive Management team.
• Create, organize and distribute documentation for the team
• Establish training development plans for team members and work with the leadership team to build training curriculum for technicians
• Provide feedback to management on process and procedural improvement
• Produce daily reports on technicians performance
• Mentoring each team member on any issues as needed
• Lead by example and drive the core values of the company
• Always ensure a quality customer experience

Education/Certifications

• Bachelor's degree from an accredited College or University in computer science or related area required.
• Equivalent work experience in a similar position may be substituted for educational requirements.
• Certifications in leading networking hardware/software preferred

Experience/Minimum Requirements

• 5+ years’ leadership experience.
• Ability to provide coaching, delegation and recognition to colleagues.
• Ability to build a strong, cohesive team whose members have complementary strengths.
• Ability to promote cross-functional collaboration and teamwork.
• Ability to coordinate, distribute and appropriately schedule work and the necessary resources required to effectively perform that work.

Organizational Relationship

Reports to: Manager, NOC Operations

Title(s) of direct reports (if applicable):

Working Conditions: The role is required to be performed in the office 5 days a week. In office attendance is considered an essential function of the role.

For New York state residents the hiring range offered for this position is $77,840-$111,895 annually. In addition to salary, employees are eligible for an annual bonus of up to 15% of annual salary and restricted stock. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees will also receive 18 days of paid time off each year and 12 paid holidays throughout the calendar year.

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Education

• Some college or better

Behaviors

• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Leader: Inspires teammates to follow them

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)