Job description
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
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.