SCFS NOC Supervisor

Posting Location: PA - Canonsburg
# of openings: 1

Description

Position Title:  Supervisor Operations

 

Position Summary

 

Provides supervision in a 24x7x365 days/year role that monitors, configures, and supports critical network elements using real time alarming of network faults, analysis, configuration, notification, trending of faults and escalation to ensure company compliance with FAA/FCC notification requirements and customer service level agreements (SLA).

 

Essential Job Functions

 

  • Supervises the Operations Center ensuring adequate resources to support the field operations. In charge of the Operations Center during their shift, ensuring transfer of work continuity to the next shift.
  • Create and maintain NOC employee’s schedule.
  • Maintain telemetry accounts.
  • Manage and maintain processes, staffing and communication to support Australia after hours.
  • Opens tracks and closes the filing of Notice to Airmen (NOTAM) reports with the FAA.
  • Initiates, updates, tracks and closes trouble tickets; creates and communicates scheduled maintenance alerts and service interruption notifications.
  • Answers incoming calls and monitors various e-mail accounts and acts according to Operations procedures and processes.
  • Assists field operations in troubleshooting all monitored and maintained systems.
  • Notifies, dispatches, and escalates network faults and emergencies adhering to customer service agreements and Operations procedures.
  • Provides detailed reports of outages and network availability.
  • Secondary corporate coordinator during initial Incident Response and Disaster Recovery operations.
  • Partners with Business Support to recruit, train and develop Operations staff. Assists in setting of realistic team goals and objectives, and ensure that individual objectives are established and reviewed using the performance management process to reward excellence and address sub-par performance.
  • Monitor and control after-hours headquarters building and site security.
  • Track and manage daily network performance reports and data to ensure MLA, SLA, FAA/FCC and NOC procedure adherence.  
  • Works with various internal departments to comply with companywide initiatives.
  • Ensure NOC operations teams are run effectively, efficiently, and safely while appropriately balancing between quality, risk mitigation, and regulatory compliance.
  • On-Call after hours for all issue guidance and escalations.

 

Education/Certifications

 

  • High school diploma
  • Bachelor’s degree preferred

 

 

Experience/Minimum Requirements

 

  • Five (5) years prior field technician, network operations center, broadcast center, military electronics or relevant experience
  • Previous supervisory experience strongly preferred
  • Wireless communications and/or microwave transmission preferred
  • Technical experience with lighting, monitoring and generator systems

 

Other Skills/Abilities

 

  • Ability to communicate both verbally and in writing in a clear and concise manner
  • Ability to maintain confidential information and communications
  • Skilled in trouble ticket or work order systems
  • Exposure to network monitoring systems
  • Proficient in Microsoft Office applications

 

Organizational Relationship

 

Reports to:  Manager Operations Center

 

Title(s) of direct reports (if applicable):  Operator, Senior Operator, Technical Analyst-SCN

 

Working Conditions:  Works in a normal office setting with no exposure to adverse environmental conditions. Shift work including nights and weekends. On-call environment.

 

Additional Information:  N/A

 

 



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