Supervisor, Network Operations / Service Assurance, NOC

Company

Cox Communications, Inc.

Job Family Group

Information Technology

Job Profile

Supervisor, Network Operations / Service Assurance, NOC

Management Level

Supervisor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $90,100.00 - $150,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Cox Communications is seeking a Supervisor Network Operations - Service Reliability and Assurance. This job focuses on establishing and leading a next-generation Service Reliability Operations that will manage and improve customer service experience and reliability across the end-to-end network. This role is part of a larger strategic reliability organization tasked with transforming and radically improving our customer service experience to industry leading levels. This role will lead the strategic evolution focused on network/customer support by Tier 2 into a future-facing, next-generation Service Reliability Operation. This role will lead a group responsible for 24/7 monitoring, supporting fix agents, and improving the holistic reliability and performance of our network for our enterprise customers. The role and organization will collaborate closely with the Engineering organization to drive continuous evolution in how we operate as an enterprise focused on service reliability.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

As a key leader of frontline personnel, this role must focus on coaching, teaching, and growing the individual contributors within the Service Reliability organization.  They must communicate effectively to the frontline and solicit feedback from the frontline to leadership.  The focus is on the tactical execution of the Service Reliability Operations team objectives.   Below are the key areas of focus:

• Monitoring: Monitoring traffic, network devices, services, and customers to ensure uninterrupted service and optimal customer experience.
• Network Troubleshooting: Resolving issues quickly and efficiently, such as when a server fails to reboot.
• Change Management: Managing network change activity to ensure proper execution with minimal customer disruptions. 
• Business Continuity: Developing and delivering the communications through a critical event, such as tornadoes, to ensure timely and accurate messaging/data. 
• Third parties: Coordinating with third parties when there are problems with network connectivity
• Training: Defining the training plan for direct reports.

Below are the leadership functions:

• Managing employees: Supervisors may plan shifts and work schedules, coordinate job assignments, and ensure employees are organized to maximize productivity. They may also interview and screen potential employees, and train new hires on how to best serve customers and teams.
• Monitoring performance: Supervisors may provide feedback on employee performance and evaluate and verify their work through reviews. They may also identify development needs and encourage employees to seek training opportunities.
• Communicating: Supervisors may relay information between their team and upper management and communicate organizational needs. They may also provide guidance and support to employees and create a positive team culture.
• Guiding workers: Supervisors may issue orders and instructions and motivate workers to improve their performance. They may also ensure the operation of equipment by calling for repairs and evaluating new techniques.

QUALIFICATIONS AND EXPERIENCE:

Minimum

• High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years’ experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience.
• Requires experience within enterprise network solutions, network architecture, and enterprise customer premise equipment (CPE)
• Excellent interpersonal, leadership, presentation, and collaboration skills. 
• Must perform well under high-pressure environments and respond well/remain cool during a crisis situation. 

Preferred

• Network health and performance certifications, such as CCNA
• St