The Network Operations Center Team Lead in the Network Operations Center will assist the NOC Supervisor with the day-to-day operations of the 24/7 Network Operations Center Team and function as the group's leader in the absence of the regular Supervisor. This position requires leadership qualities necessary to serve as an effective team leader with excellent communication skills to develop and maintain great working relationships with internal and external customers and employees, and leaders from other departments within EPB. In addition, they will constantly strive to improve EPB's operations by identifying ways to improve systems and processes to serve our employees and customers better.
DUTIES & RESPONSIBILITIES
-Assist employees with customer issues or escalations within Fiber Systems Support and Network Operations Center.
-Handle escalated customer calls if needed.
-Train new employees and assist training staff with ongoing training.
-Perform Call Monitoring and Quality Assurance as needed.
-Conduct monthly one-on-one meetings with assigned employees to discuss metrics set forth by management and employee goals.
-Coach, Mentor, and help develop employees as needed.
-Perform continuous evaluation of employees' training needs.
-Provide input to departmental leadership regarding employee performance and emerging issues that may require corrective action.
-Responsible for managing staff, including maintaining a schedule for 24/7 coverage, including holidays, approving leave requests, etc.
-Assist with confirming employee time for payroll.
-Answer incoming calls when needed.
-Assist managers and supervisors with storm work and other duties as needed.
-Create and maintain reports.
-Help to encourage and maintain a positive and customer service-oriented environment.
-Assist with extracting data for monthly reporting for metric monitoring.
-Work on-call in a weekly rotation to ensure that Network Operations and FSS have an escalation path after hours.
-Monitor all aspects of the GPON and XGS networks from the Headend to the customer's premise, as needed.
-Respond appropriately to alarms and failures within the network and other systems.
-Manage the communication of scheduled maintenance and unplanned outages between vendors, customers, and internal teams.
-Interact with maintenance crews and vendors during periods of planned maintenance and unplanned outages.
-Interact with customers, vendors, carriers, and EPB Engineers to diagnose, escalate, and resolve issues with various systems.
-Provide an escalation path and support for residential and business complex services while providing training and feedback for developing expertise within Technical Operations.
-Develop and maintain system documentation, including diagrams and standard operation procedures, and implement, design, and own new reports to provide visibility into the network's health and systems' infrastructure.
-Execute quality control audits of manually provisioned services to ensure that each account's provisioning and billing are accurate.
-Complete routine health checks and troubleshoot anomalies on core systems.
-Communicate with other departments and customers regarding the disposition and status of trouble.
-Identify and communicate noticeable problem trends with core systems and troubleshoot to find solutions.
-Provide project management of technical staff in the implementation, installation, configuration, and technical support of network architecture; coordinate projects with other departments and external organizations.
-Manage the workload and room responsibilities while leading a shift without a supervisor's presence.
-Responsible for triage, detection, and investigation of potential security threats.
-Provide the same level of customer service to Wholesale customers who purchase NOC and/or SOC support from EPB.
-Follow established safety practices and procedures
-Work ALL shifts as needed to sustain a 24/7/365 operation.
-Perform special projects or tasks as assigned by the Supervisor/Management.
EDUCATION & EXPERIENCE
-Bachelor's Degree in a related technical field is preferred, or an equivalent of 6+ years of experience working in a network operations center, networking background, video headend experience, systems administration, cybersecurity experience, or telephony knowledge.
-Previous experience in a lead role is preferred.
-Strong computer skills, including experience with hardware and software, Windows, Internet Explorer, and Microsoft Office Products.
-Excellent analytical, troubleshooting and problem-solving skills are required.
-Excellent interpersonal, written, verbal, presentation, and time management skills are required.
CERTIFICATIONS & OTHER REQUIREMENTS
-Possess and maintain a current, valid driver's license in state of residence and demonstrate safe and responsible operation of motor vehicles.
-Ability to work day and night, including weekends.
-Ability to learn and become proficient in other business software systems utilized at EPB.
-Diligence and attention to detail are essential skills, along with an ability to multi-task and prioritize work appropriately.
EPB
10 West ML King Blvd
Chattanooga
Tennessee United States
www.epb.net
