NOC Supervisor

**Zentro Internet** **Network Operations Center (NOC) Supervisor** **Department:** Network Operations **Reports To:** Director of Network Operations / VP Engineering & Operations **Location:** Hybrid / Remote (as approved) **Classification:** Full-Time, Exempt * * * **Position Summary** The Network Operations Center (NOC) Supervisor is responsible for the day-to-day leadership, performance, and operational effectiveness of Zentro's 24x7 Network Operations Center. This position oversees NOC Team Leads and NOC Technicians while ensuring the timely monitoring, troubleshooting, escalation, communication, and resolution of network events affecting customers and critical infrastructure. The NOC Supervisor serves as the operational leader responsible for network availability, incident response, operational efficiency, workforce development, and cross-functional collaboration. This role partners closely with Engineering, Field Services, Customer Support, Project Engineering, Sales Engineering, and third-party vendors to continuously improve service delivery, operational processes, and customer experience. The ideal candidate combines strong leadership skills, operational discipline, technical knowledge, and a continuous improvement mindset to support Zentro's rapidly expanding national broadband network. * * * **Essential Duties and Responsibilities** **Leadership & Personnel Management** - Directly supervise NOC Team Leads and NOC Technicians. - Provide coaching, mentoring, and performance management for NOC personnel. - Conduct performance evaluations, career development planning, and ongoing employee training. - Assist with recruiting, interviewing, hiring, onboarding, and retention of NOC staff. - Develop and maintain staffing schedules to ensure proper 24x7 operational coverage. - Promote a culture of accountability, professionalism, teamwork, and customer service. - Ensure adherence to company policies, operational standards, and escalation procedures. - Manage shift handoffs and maintain operational continuity between teams. * * * **Network Operations Management** - Oversee real-time monitoring and operational support of Zentro's nationwide network infrastructure. - Ensure timely triage, escalation, communication, and resolution of service-impacting events. - Coordinate incident response activities during network outages and major service disruptions. - Serve as the primary operational escalation point for critical incidents. - Coordinate with internal teams and external vendors during outage restoration efforts. - Review and ensure accuracy of incident documentation, outage reports, and customer communications. - Monitor operational performance and ensure compliance with service level objectives. - Participate in an on-call escalation rotation as required. * * * **Cross-Department Collaboration & Operational Efficiency** - Partner with Field Services, Engineering, Customer Support, Project Engineering, Sales Engineering, and other departments to improve operational effectiveness and customer experience. - Develop and maintain operational standards, workflows, and best practices that drive consistency across the organization. - Identify opportunities to streamline processes, reduce operational bottlenecks, and improve service delivery. - Collaborate with Field Services leadership to improve dispatch accuracy, maintenance scheduling, technician utilization, and escalation procedures. - Drive initiatives to reduce unnecessary truck rolls through improved remote diagnostics, troubleshooting, and operational procedures. - Lead cross-functional efforts to identify recurring operational issues, determine root causes, and implement long-term corrective actions. - Facilitate regular operational review meetings with key stakeholders to improve communication, accountability, and organizational alignment. - Support change management initiatives and ensure operational readiness for new products, technologies, and network deployments. - Pr…