NOC Supervisor
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Job Description
NOC Supervisor overseeing NOC agents and technical support operations for RealPage. Ensuring monitoring and incident response in a 24/7/365 environment.
Responsibilities:
- Supervise assigned NOC agents during a designated shift, ensuring continuous monitoring, support coverage, incident response, and queue management in a 24/7/365 environment.
- Monitor support queues, alerts, incoming tickets, and active incidents to ensure work is prioritized, assigned, updated, and resolved or escalated within established service levels and operational timeframes.
- Provide frontline technical guidance to NOC agents for troubleshooting customer issues, network alerts, service degradations, outages, and recurring support problems.
- Act as the primary shift escalation point for NOC agents, reviewing complex or high-priority issues and escalating to NOC Management, Engineering, Field Operations, vendors, or other internal teams when appropriate.
- Coordinate shift-level incident response activities, including initial triage, impact assessment, customer or partner communication, ticket updates, escalation tracking, and service restoration follow-up.
- Ensure accurate and timely documentation of incidents, troubleshooting steps, customer communications, network changes, escalations, and shift handoff notes.
- Perform shift handoffs with incoming and outgoing supervisors, leads, or agents to ensure continuity of support, awareness of active incidents, pending escalations, maintenance events, and customer-impacting issues.
- Coach, mentor, and support NOC agents during the assigned shift by reinforcing standard operating procedures, troubleshooting practices, ticket quality expectations, and customer communication standards.
- Assist with onboarding and training of new NOC agents by providing hands-on guidance, process reinforcement, technical support, and feedback to NOC Management.
- Review ticket quality, queue activity, agent performance, escalation accuracy, and shift workflow to identify training needs, process gaps, recurring issues, or opportunities for operational improvement.
- Support approved maintenance activities, after-hours changes, firmware updates, circuit upgrades, and configuration changes by coordinating shift coverage, monitoring for impact, and escalating unexpected issues.
- Configure, validate, or assist with deployment support for network and service delivery hardware when needed, including switches, routers, servers, access points, NVRs, GPON OLTs, PDUs, and Dish Smartbox equipment.
Requirements:
- 1+ years of experience as a team lead, shift lead, senior agent, supervisor, or escalation point in technical support, network operations, managed services, or service provider environment.
- 3+ years of experience in a NOC, technical support, network support, service provider, managed services, or network operations role.
- High school diploma or equivalent required; associate degree, bachelor’s degree, technical certification, or equivalent industry experience preferred.
- Experience working in a 24/7/365 support, monitoring, or operations environment.
- Experience handling technical escalations, customer-impacting incidents, ticket queues, shift handoffs, and service restoration activities.
- Ability to work assigned shifts, including nights, weekends, holidays, or rotating schedules as required by business needs.
- Ability to participate in escalation support or supervisor coverage rotation as needed.
- Preferred: Associate-level or professional-level networking certification, such as CCNA, CWNA, JNCIA, Network+, or equivalent demonstrated experience.
- Experience supporting hospitality, multifamily, commercial property, managed Wi-Fi, ISP, MSP, or service provider networks.
- Experience with incident management, change management, problem management, root cause analysis, and post-incident follow-up processes.
- Prior experience coaching or training technical support staff.
Benefits:
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
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