NOC Supervisor

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

For the hard-working people in the world's most demanding industries, a “good enough” network isn’t good enough. They need networks that meet their organization’s exacting needs. RUCKUS® builds and delivers purpose-driven networks that perform in the tough environments of the industries we serve. Together with our trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who are counting on them

Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are aligning our business with a clear focus on the Customer’s Experience. we are looking for customer centric NOC supervisor to join our growing team.

NOC Supervisor leads a team to ensure that we meet our customer’s needs in accordance to the Ruckus standards of performance.

We are seeking a hands-on technical lead who can look after our Tier 1 team working in 24/7 support model.

You will also perform within our NOC to handle both reactive and proactive operational functions.

• Perform as a NOC Supervisor and assume full operational control of the Tier team – managing network monitoring, call volume, customer concerns, meeting SLA’s and case assignment
• Lead a team of Tier 1 agents including all NOC functions – including network monitoring, assisting customer through chat/phone, backlog reviews, escalation, career growth, training, proactive functions, productivity, knowledge base
• Maintain Staffing, Attendance & Shift Roster
• Ensure team adheres to work oriented disciplinary procedures (Attendance, Availability, Process consistency)
• Ensure timely and effective monitoring, and issues. Monitor and Track the same
• Ensure team focuses on the Customers Experience
• Perform regular audits monitoring alerts, case backlog analysis, documentations and collaborate with agents for resolution.
• Work with NOC engineer on technical issues and critical alerts along with NOC managers and Senior management
• Coach, mentor and educate agent on need basis on case handling, process consistency and ensure enhanced productivity
• Ensure smooth case Transfers between the regions and engineer to engineers and periodic follow up are taken care
• Being Accountable for problem solving and resolution
• Work closely with other Colleagues and engineers, cloudops, PM and Engineering teams
• Report high impacting alerts and highly impacted properties up to higher management and executives
• Identify potential opportunities for new process and improvement and work with the other NOC managers to operationalize.
• Represent our team in meetings with both internal and external customers
• Suggest areas where team requires improvement on technical and soft skills
• Always use good judgment

• Degree in Computer Science, a related field, or equivalent work experience.
• Minimum of 4 years in handling network operations including wired and wireless networking solutions
• 2 years of experience in technical lead/supervisor role
• Previously held network operations or customer support roles desired
• People management experience would be considered favorably.
• Team building and Mentoring skills
• Ability to create reports using standard business tools
• Clear understanding of NOC business metrics
• Understanding of networking technologies
• Limited amount of travel <10% or as required

• Monday through Friday and weekend or overnight hours as required.

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Why RUCKUS Networks?

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow. 

Ruckus Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them.

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If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at [ Email address blocked ] - Click here to apply to NOC Supervisor. You can also learn more about CommScope’s accommodation process and EEO policy at careers.commscope.com/eeo