Crown Castle
Supervisor NOC Operations (Information Technology)
Position Title: Supervisor NOC Operations (M1)
Company Overview
Crown Castle is the nation's largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we're the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$100B.
We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we're an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.
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 4 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
Experience/Minimum Requirements
Organizational Relationship
Reports to: Manager, NOC Operations
Title(s) of direct reports (if applicable):
Working Conditions: The role is required to be performed in the office 5 days a week. In office attendance is considered an essential function of the role.
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.
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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)
Operations