Lead Commercial Technical Operations

The Opportunity

We're seeking a highly skilled Lead Commercial Technical Operations professional to serve as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments.

In this role, you'll provide technical leadership, mentor Tier 2 team members, coordinate real-time operational activities, and serve as the primary technical escalation point before Supervisor engagement. You'll play a critical role in strengthening Tier 2 capabilities through coaching, knowledge sharing, and hands-on leadership while helping ensure exceptional service delivery for our commercial customers.

This is an outstanding opportunity for a technical leader who enjoys mentoring others, solving complex networking challenges, and driving operational excellence in a fast-paced Network Operations environment.

What You'll Do

Technical Leadership & Shift Operations

Serve as the senior technical resource and operational leader during your assigned shift.

Responsibilities include:

• Serving as the shift and floor lead by providing:

  • Real-time queue oversight

  • Workload balancing

  • Coverage recommendations

• Acting as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 → Tier 3 → Engineering escalation path

• Representing the team during Priority 1 (P1) and Priority 2 (P2) incidents, including:

  • Bridge participation

  • Communication leadership

  • Coordination with Engineering teams

• Reinforcing Supervisor-established standards related to:

  • Schedule adherence

  • Ticket quality

  • Documentation standards

Coaching, Mentorship & Team Development

Help elevate the technical capabilities of the team through continuous coaching and knowledge sharing.

Responsibilities include:

• Delivering:

  • Side-by-side coaching

  • Ticket reviews

  • Call reviews

  • Targeted skill-gap remediation

• Leading:

  • Shift huddles

  • Technical training sessions

  • Readiness initiatives for new products, features, and process updates

• Owning team-facing knowledge management, including:

  • Runbooks

  • Knowledge Base articles

  • Technical tips

  • Post-incident lessons learned

• Providing performance feedback to Supervisors regarding:

  • Coaching opportunities

  • Individual readiness

  • Career advancement recommendations

Advanced Technical Support

Serve as the team's Subject Matter Expert (SME) across the WOW! Business portfolio.

Responsibilities include:

• Supporting all WOW! Business:

  • Voice services

  • Video services

  • Data products

• Handling the most complex customer trouble tickets

• Modeling effective troubleshooting techniques while actively transferring knowledge to teammates

• Providing advanced OSI model-based diagnosis, troubleshooting, consulting, and coordination for customer-impacting issues

• Coordinating issue resolution among:

  • Customers

  • Network Administrators

  • Vendors

  • Field Technicians

  • Service Providers

  • Internal WOW! teams

Data Center Operations

Support mission-critical Data Center operations by:

• Monitoring critical infrastructure systems, including:

  • Physical Security

  • Power

  • HVAC

• Pro