Location: Houston,TX, USA
Position Description:
Lyte Fiber is seeking a skilled and experienced NOC Supervisor to join our team. The NOC Supervisor oversees the day-to-day Network Operations Center (NOC) functions, to include scheduling and coordinating daily workload of the NOC, reviewing and assigning tasks and trouble tickets, to ensure on-time resolution to meet target Network KPIs and Customer Service Level Agreements (SLA). NOC Supervisor will also assist with the development and training of NOC team members. This position demands superior communications skills, coordination skills and conflict resolution skills.
Duties and Responsibilities:
Assist with developing network health and team performance KPI reports.
Supervise the day-to-day functions of the NOC to maintain team proficiency.
Assist with defining procedures and policies to improve efficiency and effectiveness.
Directly communicate with customers regarding issues, outages, and maintenance activities.
Maintain network documentation in alignment with defined documentation standards to ensure network data integrity.
Oversee the management and assist as needed on all Tier2 customer tickets, ensuring prompt response and resolution in accordance with SLAs.
Approve and assist with documenting Method of Procedures (MOPs) for team tasks and maintenances.
Lead and mentor the team, fostering a collaborative environment and providing guidance on technical skills, problem-solving strategies, and overall performance enhancement.
Escalate problems when further assistance is needed, or if fault isolation is at a standstill.
Create, manage, and facilitate professional development of the team members.
Assist with the hiring and training of new personnel.
Conduct periodic trainings for the team to improve technical skill proficiency; conduct remedial training as needed
Review and monitor system generated performance reports to identify network degradation and develop a preventive action plan before degradations evolve to a service outage.
Provide afterhours on-call support to the team in resolving service outages, and drive resolution.
Ensure the team is adhering to incident management, problem management and monitoring response best practices.
Lead by example, challenge functional status quo, manage, and develop processes to leverage trend and correlation analyses towards overall service enhancement.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
Minimum Qualifications:
Associates degree in Computer Science, Information Systems or the equivalent combination of education, training, or work experience is preferred.
2+ years of experience in a NOC supervisory or leadership role.
Minimum 5+ years of NOC experience in technical support roles, with a focus on event/alert management, incident, and change management processes in a XGS-PON based network delivering FTTX.
Work on site in Houston headquarters office overseeing the teams operations and fostering a collaborative environment.
Extensive expertise in networking technologies, including routers, switches, firewalls, wireless devices, and security protocols.
Proficiency in network protocols and technologies, encompassing TCP/IP, DNS, DHCP, VLANs, L2 and L3 VPNs, and routing protocols (IGP and BGP), with a strategic approach to network operations.
Highly experienced in XGS-PON based access networks and FTTX deployments.
Outstanding people skills, strong work ethic, and effective communication abilities, with a focus on building and motivating high-performing teams.
Proactive approach to problem-solving and troubleshooting techniques, with a strategic mindset to anticipate and mitigate potential issues.
Ability to lead and participate in an on-call rotation covering 24/7 support model, ensuring continuous availability and responsiveness to critical incidents.
Ability to identify, and address, process gaps and automation opportunities.
Physical Demands and Work Environment
About Lyte Fiber
Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC (Lyte) is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texans. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte will make an annual contribution of 1% of all revenues to local charities.
Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.
Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.