We are currently hiring for the 2nd Shift position (2pm cst to 10:30 pm cst) Monday - Friday and on-call every 4th week. For work from home positions, employees can sit in one of the following states: AL, AZ, CO, FL, GA, IL, IN, MI, OH, SC, TN and TX. Please only apply if you can live and work full-time in one of the states listed above; your application will not be considered or reviewed if you live outside of these states. State locations and specifics are subject to change as our hiring requirements shift. The Network Assurance Center (NAC) Supervisor provides leadership, oversight, and operational discipline for the 24x7 Enterprise Operations Center. This role ensures consistent service health monitoring, rapid incident response, and proactive issue prevention across HSD, Voice, and Video network infrastructure. The Supervisor mentors and develops NOC technicians, builds automation-minded operational practices, and drives team performance through clearly defined Key Performance Indicators (KPIs), coaching, and continuous improvement. Let us tell you about the perks! * Be part of a company whose core values include respect, integrity, spirit of service, and accountability! * Salary: Competitive Compensation based on experience * We are currently offering a restricted stock grant! * Medical, dental, and vision insurance, and 401k with a company match * Paid time off, paid holidays, and tuition reimbursement. * Significant discounts on broadband packages for employees residing in our service areas. What you'll be doing: Include but are not limited to the following: * Manage daily NOC operations, ensuring 24x7 monitoring, event triage, and escalation quality. * Maintain real-time situational awareness across core, access, transport, and customer-facing services. * Coordinate workload for incidents, maintenance windows, and service-impacting events. * Lead major incident response with clear decision-making, communication, and restoration focus. * Own post-incident analysis and ensure corrective actions are delivered and verified. * Embed consistent incident and problem management discipline. * Define and track KPIs: response compliance, and documentation quality. * Coach technicians and build progression paths aligned with evolving network technologies. * Promote a culture of accountability, precision, and operational reliability. * Mentor technicians on technical troubleshooting, prioritization, and judgment under pressure. * Strengthen the skills of the technicians in IP networking, DOCSIS, FTTH, routing, and monitoring/automation tools via training and work assignments. * Foster continuous learning and high-trust team culture. * Support monitoring, alerting, and automation initiatives to reduce manual work and improve response times. * Enforce SOPs, escalation protocols, and maintenance procedures. * Drive adoption of prevention-focused operational practices aligned with SRE/SRC models. * Deliver accurate, timely event communication to Engineering, Field Ops, Customer Care, and leadership. * Provide operational reporting, trend analysis, and KPI scorecards. * Other duties as assigned What YOU need is: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Minimum Required Education and Experience * Associates Degree or Higher in Telecommunications or related field coupled with equivalent work-related experience preferred. Previous experience leading a support team that provided Tier I / Tier II / Tier III support will be strongly considered. * 5 years in ISP NOC, service assurance operations or equivalent field preferred. Skills and Abilities to be Successful in this Role * Strong knowledge of IP networking, DOCSIS, FTTH, routing, RF, and monitoring platforms. * Demonstrated leadership ability in real-time incident environments. * Clear communication with strong analytical and coaching skills. * Continuous improvement mindset with an orientation toward automation and service reliability. * Demonstrated experience in event and incident prioritization * Ability to multitask, adapt, and work independently within the technological environment in an Operations Center * Experience with Microsoft 365 Physical Demands/Working Conditions : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Regularly required to talk and hear. * Required to use hands to type, handle objects and paperwork. * Required to use close vision and be able to focus. * Able to work various schedules including overnight and work a flexible schedule on weekdays, weekends and Holidays as required. Wondering if you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but don't check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
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