NOC Supervisor

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    "description": "<h3><span style=\"font-size:14pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#5b2087;\"><strong>Overview</strong></span></span></span></h3>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\">The NOC Supervisor will help oversee the day-to-day function of the NOC Admin and NOC Engineer team members, assigning daily workload, reviewing trouble tickets, and phone calls to help the Surf NOC succeed in meeting its Network KPI&rsquo;s and Customer SLA&rsquo;s.&nbsp; Additional tasks will include screening, onboarding and the development of new hire team members as well as working closely with our reliability engineering team members throughout our Change Approval Board process, Incident Management and Outage Restoration.&nbsp; </span></span></span></p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><strong>This is a 3rd shift position with hours from 11:00 PM - 7:00 AM ET.&nbsp; This shift can take place Sunday - Thursday, or Monday - Friday.</strong></span></span></span></p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><strong>This position is located in the Byron Center, MI office.&nbsp; Relocation will be required for any possible candidates located outside of this area.</strong></span></span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><strong><u><span style=\"font-size:11pt;\">Reports To:</span></u></strong><span style=\"font-size:11pt;\">&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Network Operations Manager</span></span></span></p>\r\n\r\n<p style=\"margin-left:144px;\">&nbsp;</p>\r\n\r\n<p style=\"margin-left:144px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><strong><u><span style=\"font-size:11pt;\">Department:</span></u></strong><span style=\"font-size:11pt;\">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; NOC &amp; Network Engineering</span></span></span></p>\r\n\r\n<p style=\"margin-left:144px;\">&nbsp;</p>\r\n\r\n<p style=\"margin-left:144px;\"><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\"><strong><u><span style=\"font-size:11pt;\">Job Status:</span></u></strong><span style=\"font-size:11pt;\">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Exempt</span></span></span></p>\r\n\r\n<p style=\"margin-left:144px;\">&nbsp;</p>\r\n\r\n<h3><span style=\"font-size:14pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#5b2087;\"><strong>Primary Responsibilities:</strong></span></span></span></h3>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Supervise day-to-day associate functions, work queue, schedules and availability</span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Observe daily call queue and ticket workflow</span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Maintain regular One on One&rsquo;s discussions with NOC team members</span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Assist in planning and leading regular team meetings (both group and one on one)</span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Maintain knowledge of Surf products, processes and procedures</span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Monitor ticket hygiene for potential training opportunities and development of team</span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Assist in the screening, onboarding and training of all NOC New Hires</span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Manage Customer Expectations</span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:Arial, sans-serif;\">Work as liaison from NOC with internal and external teams to coordinate issue resolution efforts </span></span></li>\r\n\t<li><span style=\"font-size:12pt;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Share in NOC leadership On Call responsibilities including Outage Bridges, NOC Support, etc. </span></span></span></span></span></li>\r\n</ul>\r\n",
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