12R-183 Night NOC Supervisor RigNet
THIS JOB HAS EXPIRED Department: Network Operations Center
Reports To: NOC Manager
Purpose of Job:
To ensure the continued Integrity, Stability and Security of the customer network. The Night NOC Supervisor will also be the primary customer escalation point for all operational concerns.
Essential Job Functions and Performance Standards:
Include the following. Other duties may be assigned:
Proactive monitoring of all NMS systems for new unreported outages
Open and maintain incident tickets on active service affecting incidents.
Ensure customer notification procedures are executed.
Manage notifications and escalations to on call personnel and operations management.
Manage work flow within the shift, assigning tickets or calls to other technicians as appropriate.
Ensure monitoring procedures are followed via RigNet standards
Ensure technical escalation procedures are executed per defined timelines.
Exercise judgment within defined practices to achieve end results while maintaining customer satisfaction
Provide direction and guidance to customers and technicians during the trouble-shooting process including but not limited to, remote site equipment problems and issues, installation, testing, and verification of satellite, microwave and RF communication systems.
Ensure documentation of work and tasks performed are captured and entered into the official incident record, the incident ticket.
Providing sales and account management support by keeping them in the loop of customer issue and requests.
Provide written explanation of opportunities for improvement through the PACE RCA process.
Provide coaching, mentoring and corrective guidance for assigned staff at regular intervals or as needed.
Provide effective leadership by applying a situational approach, using Directing, Coaching, Supporting and Delegating as required.
Drive error rate down by removing obstacles that prevent employees from achieving excellence.
Build on competencies including creating performance expectations, monitoring performance, rewarding and recognizing, supporting employee development, and performing real-time evaluations.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.
Bachelor's Degree Preferred
Previous Supervisor and Leadership experience Required
Vendor/Industry Certifications: Cisco - CCNA or 3+ years of demonstrated networking experience, (CCENT or 3+ years will be acceptable if candidate has at least 3 years in VSAT experience).
At least 3 years in a technical role working with VSAT
5yrs in Leadership role
Ability to read, write and comprehend complex instructions and detailed correspondence.
Ability to deal with and solve problems using solid judgment skills.
Strong knowledge with Cisco network equipment (routers, switches), Strong knowledge in service provider technologies (MPLS, QoS, Netflow etc.). Strong knowledge on TCP/IP, Routing (OSPF, BGP, RIP), Strong knowledge on UNIX, Linux or BSD.
Must be able to effectively direct personnel in emergency situations. Must be able to provide quantifiable and measurable guidance for the purpose of developing their staff.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, you must be able to sit for extended periods of time and communicate with callers through the use of a headset.
You must be able to lift up to 45 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination
Staff performance will be assessed in a written format at the end of the 90-day probation period and annually.
||1880 South Dairy Ashford |
Houston, TX 77077
THIS JOB HAS EXPIRED