Supervisor, Network Operations Center

Pittsburgh, PA

Full Time

Manager/Supervisor

DQE Communications, headquartered in Pittsburgh, Pennsylvania, is a fiber-optic Internet and data network access provider for businesses and carriers in Pennsylvania, West Virginia, Maryland and Ohio. Established in 1997 as a division of the Duquesne Light Company, DQE started as a dark fiber infrastructure provider in the Pittsburgh metropolitan area, and since then has grown both its fiber footprint and product offerings to become one of the leading regional providers of secure, reliable, data network services. With its recent sale to GI Partners, a leading investor in the communications infrastructure sector, DQE has a renewed focus on growth, both in terms of increasing penetration within its current footprint and growing its network reach.

Job Summary:
The Network Operations Center Supervisor’s primary responsibility is to ensure the stability and integrity of the DQE Communications carrier class fiber optic network. The NOC Supervisor will oversee a team of Network Operations Technicians in providing proactive network monitoring and event resolution, while also maintaining DQE’s customer service objectives. Their team will provide Tier 1 and Tier 2 level support to DQE Enterprise, Carrier, and Residential Customers as well as provide assistance to internal resources. The Supervisor of Network Operations will provide overall expertise in the management of DQE Communications network operations functions.

Key Job Responsibilities:

Manage day-to-day Network Operations Center functions, including scheduling and coordinating daily workload for NOC Technicians.
Mentor NOC Technicians in customer service and ticketing best practices.
24x7 Awareness of current status of the core & access networks.
Act as a point of escalation for advanced customer issues.
Keep customers updated on trouble resolution progress (Ticketing, Email, Phone Call)
Escalation of severe or chronic customer issues; create performance improvement plans in collaboration with the Product owners.
Troubleshoot customer service issues with a focus on customer satisfaction.
Create and maintain Policies, Standards, Procedures, and Call Scripts.
Maintain current documentation.
Provide Analytics of Customer Ticket Trends
Create Root Cause Analysis reports for customer service events.
Work with Sales and Sales Support to create detailed Customer Ticket History Reporting.
Responsible for maintaining and achieving Network Availability metrics.
Responsible for SOC2 reporting details.

Required Skills/Abilities:

Knowledge of Carrier Class IP/MPLS networks. Utilizing OSPF, ISIS, iBGP, eBGP, TCP/UDP, Pseudowire, Ethernet Switching, and COS/QOS.
Understand the OSI model, specifically layers 1 through 3.
Knowledge of Fiber Optic Network components and concepts.
Understanding of DWDM network concepts and components.
Experience managing IPv4 / IPv6 networks
DDOS Mitigation Strategies.
Understanding of Network Monitoring solutions and how they function; including SNMP Trap/Poll, ICMP, Telemetry, reviewing alarm definitions to ensure dashboards have meaningful and actionable events displayed.
Demonstrated ability to work independently and as a member of a team.
Excellent oral and written communications skills required.
Must have the ability to train and provide technical guidance to less experienced personnel.
Interpersonal and professional communication skills, able to handle stress when working with customer issues. Must have a high degree of self-initiative and be able to set appropriate priorities when handling multiple tasks.

Education and Experience:

Five (5) or more years of relevant experience.
Bachelor’s Degree in Information Technology or a related discipline
- An equivalent combination of education and experience may be considered in lieu of a Bachelor’s degree.

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