Supervisor NOC - Network

Position Title: Supervisor NOC - Network (M1)

Company overview

Crown Castle works around the country to build and maintain the infrastructure behind the world’s most revolutionary technologies. Crown Castle owns, operates and leases more than 40,000 cell towers and over 80,000 route miles of fiber supporting small cells and fiber solutions across every major US market. This nationwide portfolio of communications infrastructure connects cities and communities to essential data, technology and wireless service – bringing information, ideas and innovations to the people and businesses that need them. Crown Castle is an S&P 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of more than $80 billion.

Role

Crown Castle Fiber is seeking a Shift Supervisor within our Network Operations Center. Within this role the candidate will oversee the day to day monitoring and management of Crown Castle’s transport, IP, and Ethernet networks and customer solutions. The Shift supervisor will work cross-functionally with internal departments, external vendors and the NOC management team to resolve issues in our deployed infrastructure. Additionally, the Shift Manager is expected to provide leadership and guidance to a team of 8-10 technicians across 3 geographically diverse operations centers.

Shift: 24x7 coverage. Specific days and hours to be determined

Responsibilities:

• Regular review of all outstanding tickets to make certain SLA’s are being met
• Consistent oversight of all issues to ensure continued communication to the customer
• Continuously review all NMS and EMS systems
• Ensure equal distribution of workload across shift technicians
• Take ownership of escalations from team members and engage in direct customer communications
• Consistently review the phone system to ensure the appropriate amount of technicians are available to avoid customers experiencing extended wait time
• Prioritize work as needed during the shift
• Be the liaison between management and the technicians so their focus is toward daily responsibilities

• Incident Manager during all outages: Ensure all teams are engaged and are providing timely updates. Confirm all customer communications and ensure updates are sent per Incident Management guidelines. Construct and deliver high quality updates on issues to Executive Management team.
• Create, organize and distribute documentation for the team
• Establish training development plans for team members and work with the leadership team to build training curriculum for technicians
• Provide feedback to management on process and procedural improvement
• Produce daily reports on technicians performance
• Mentoring each team member on any issues as needed
• Lead by example and drive the core values of the company
• Always ensure a quality customer experience

Education/Certifications

• Bachelor's degree from an accredited College or University in computer science or related area required.
• Equivalent work experience in a similar position may be substituted for educational requirements.
• Certifications in leading networking hardware/software preferred

Experience/Minimum Requirements

• 5 years’ leadership experience.
• Ability to provide coaching, delegation and recognition to colleagues.
• Ability to build a strong, cohesive team whose members have complementary strengths.
• Ability to promote cross-functional collaboration and teamwork.
• Ability to coordinate, distribute and appropriately schedule work and the necessary resources required to effectively perform that work.

Organizational Relationship

Reports to: Manager, NOC - Network

Title(s) of direct reports (if applicable): NOC Technician

Working Conditions: This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week). There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.

Additional Information: Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law.

Behaviors

• Team Player: Works well as a member of a group
• Leader: Inspires teammates to follow them
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)