Suddenlink Supervisor Network Operations in Tyler, Texas
A leading national telecommunications, media and entertainment company, Altice USA delivers residential and business services to more than 4.6 million total customers across 20 states. Our 18,000 employees have an unwavering commitment to customers and to providing quality products and outstanding service.
Our philosophy is built around our commitment to our employees, community and customers. We are committed to providing employees with opportunities for growth and development, as well as an environment where your ideas will help us drive our business and create a more meaningful employee experience.
The company offers Suddenlink-branded digital cable television, high-speed Internet and voice services to residential and business customers across the western, midwestern and southern states. Additionally, for its business customers, Suddenlink provides targeted television and online advertising services.
AlticeUSA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Under the general supervision of the Director of Network Operations, the Supervisor of Network Operations provides overall direction, leadership and direct line supervision for day-to-day operations in the Suddenlink Network Operations Center. This is a 24 x7x365 NOC organization that manages the Suddenlink Network. This opening is for Mid Shift of Wednesday- Saturday 7:00 pm -6:00 am.
The Supervisor is primarily responsible for:
Oversight of network surveillance staff
Opening, escalating and resolving network & customer tickets
Communicating status updates with customers
Assists NOC Engineers & technicians providing troubleshooting support of complex issues
Manages a NOC shift team supporting all facets of the business operation.
Build a high performance team responsible for monitoring network stability 24 hours a day, 7 days a week, 365 days a year.
Routine communication with internal support teams. This includes:
Tier 1 (Call Center & Tech Support), Regional Operation Center (ROC), Regional Field Operation technicians and engineers as well as escalation engagement to Suddenlink Service Line Engineering organizations
Ensure all issues follow appropriate escalation paths and customer communication meets or exceeds established service level objectives
Proactive incident communication including: ticket management, ticket quality escalation and resolution
Daily management and communication of performance reports to subordinates, peers and upper level management
Development, standardization and execution of NOC processes and procedures
Training, development and mentoring of NOC Technical staff, including performance management
Development support and standardization of alarm profiles with EMS & NMS tools
Provide technical and strategic direction to support various internal and external needs regarding processes, operational support tools or compliance requirements
Provide tactical & strategic direction to team on operational efficiencies
Provide a focus on continuous improvement of operational policies, practices and tools
Engage in monthly operational assessment reviews and the ownership of service improvement plans
Coordinate and conducts regular staff meetings
Perform special tasks as assigned by upper management or as dictated by the needs of the business
Demonstrate leadership for both team management and process adherence
Knowledge or experience with circuit provisioning and testing from both the carrier and the hardware side of business
Understand Ethernet, Wavelength and SONET-based services, along with VOIP, Digital Video and DOCSIS services and technologies
Minimum of 3+ years of experience in network operations and/or engineering and 1+ years of Management experience
Knowledge of network operations, engineering, configuration, maintenance, change management and upgrade of the Suddenlink network
Knowledge of multiple cable vendor hardware platforms as well as telecommunications equipment platforms
Technical customer service experience
Ability to work with HR Business Partners for recruitment, employee development and performance management
Must be able to handle a fast-paced work environment, capable of accepting interruptions, prioritizing changes, while continually meeting deadlines and service commitments
NOC operations are 7x24x365 and candidates should be flexible with schedules to meet the needs and demands of the business
Must have detail-oriented skills used to manage complex, technical systems; strong interpersonal, written, verbal, presentation and time management skills
Possesses soft skills to provide effective coaching & mentoring or subordinate staff as well as the ability to articulate service commitment expectations to customers
Ability to lead and manage through growth and change
Self-motivated and team oriented
Develop and manage a diverse workforce
Proven team leader
Demonstrated ability to build strong partnerships across organizations and companies
CCNA, CCNP preferred
Familiarity with DS1/DS3/SONET/Ethernet, routers/switches, OSI model, network topology, network equipment and VoIP, including network and circuit troubleshooting
Experience with major Internet protocols including: TCP/IP, UDP, DNS, DHCP, BGP, OSPF, ICMP and MPLS Networking
Experience using Remedy-Ticketing system, Granite-Facilities & Equipment Inventory system, Solarwinds, Netcool or similar functional, NOC Operational Support platforms
Familiar with remote applications such as or similar to: Putty, Remote Desktop, LogMeIn, etc.
Requisition ID 2016-13892
# of Openings 1
Job Locations US - TX - Tyler
Minimum Exp. (Years) ..
Posted Date 10/10/2016
Functional Area ..