An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!
OverviewThe NOC Supervisor is responsible for leading daily operations of the Network Operations Center (NOC), ensuring effective monitoring, incident response, and customer support across critical network services. This role supervises technical staff, manages escalations, and plays a key role in mentoring, training, and developing team members to build a high-performing operations team.ResponsibilitiesPrimary Duties and Responsibilities:
Team Leadership & Operations
- Supervise and support NOC technicians and engineers across shifts
- Assist with staff scheduling, workload distribution, and performance oversight
- Provide guidance and escalation support for complex technical issues
Incident & Problem Management
- Lead major incident bridges as Incident Manager
- Coordinate cross-functional teams to restore services quickly and efficiently
- Author and deliver incident reports and internal communications
- Collaborate with Tier 2 and engineering teams for root cause resolution
Ticket & Escalation Management
- Oversee trouble ticket lifecycle, ensuring timely resolution and quality
- Handle internal and customer escalations with professionalism and urgency
- Maintain standards for ticket documentation and communication
Monitoring & Network Operations
- Ensure effective use of monitoring tools (e.g., ARPS, Nagios, Netreo)
- Maintain operational awareness of network health and service performance
- Drive continuous improvement of monitoring capabilities and processes
Technical Escalations, Training, Documentation & Knowledge Management
- Serve as subject matter expert in network technologies, including:
- IPX and Sigtran
- BGP peering
- VPNs and NNI connectivity
- Maintain centralized documentation repositories for NOC use
- Train and mentor staff in troubleshooting, tools, and operational procedures
- Develop training programs to support new technologies and customer integrations
Change Management & Customer Communications
- Develop and maintain customer maintenance notification processes
- Manage distribution lists for key services (e.g., Sigtran, IPX, DSR)
- Maintain standardized communication templates for customer updates
- Ensure timely and accurate communication during maintenance and incidents
Cross-Functional Collaboration
- Act as NOC representative in projects involving Implementation, Engineering and Development teams
- Support implementation of new tools and platforms (e.g., ticketing systems, monitoring solutions)
- Partner with network planning to prepare support strategies for new deployments
Process Improvement & Automation
- Design and implement automation tools and workflows to improve efficiency
- Maintain scripts/macros to streamline ticketing and change management processes
- Identify opportunities to enhance operational workflows and reduce manual effort
Customer Support & Service Readiness
- Ensure readiness for onboarding new customers and services
- Validate availability of necessary support materials (documentation, diagrams, contacts)
- Coordinate with internal teams to close readiness gaps
- Maintain focus on delivering high-quality customer experience
Technical Skills Required
IPX networks and signaling (Sigtran)
BGP routing and peering
VPN technologies and network interconnects
Network monitoring and observability platforms
Proficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word)
Additional Skills & Qualifications
Strong leadership and team management experience
Expertise in network operations and troubleshooting
Experience with incident management and escalation handling
Familiarity with monitoring tools and ticketing systems
Strong communication and customer service skills
Ability to collaborate across technical and business teams
Experience in process improvement and automation is highly desirable
For this role, we anticipate paying $110,000 - $117,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.
If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
Skills Required
- Experience with IPX networks and Sigtran signaling
- Experience with BGP routing and peering
- Experience with VPN technologies and network interconnects
- Experience with network monitoring and observability platforms
- Proficiency with Microsoft Office Suite, including Outlook, Excel, OneNote, and Word
- Strong leadership and team management experience
- Expertise in network operations and troubleshooting
- Experience with incident management and escalation handling
- Familiarity with monitoring tools and ticketing systems
- Strong communication and customer service skills
- Ability to collaborate across technical and business teams
- Experience in process improvement and automation
Transaction Network Services Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Transaction Network Services and has not been reviewed or approved by Transaction Network Services.
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Leave & Time Off Breadth — Time off is considered a relative strength, with excellent PTO highlighted and increases after five years. Flexibility around taking time away from work supports a better overall balance for many roles.
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Flexible Benefits — Remote work options and flexibility are frequently highlighted alongside compensation and benefits, improving work-life fit for some teams. This flexibility helps offset more mixed views on other elements of the package.
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Healthcare Strength — Core medical, dental, and vision coverage are in place and are described as solid or subsidized in some contexts. Benefits are presented as competitive, reinforcing a stable baseline of health coverage.
Transaction Network Services Insights
What We Do
Transaction Network Services (TNS) is a leading global provider of data communications and interoperability solutions. Our global network and innovative value-added services enable transactions and the exchange of information to many of the world’s leading retailers, banks, payment processors, financial institutions and telecommunication firms. Founded in 1990 in the United States, TNS has grown steadily and now provides services to customers in over 60 countries across the Americas, Europe and the Asia Pacific region, with our reach extending to many more. TNS has designed and implemented a global data network which supports a variety of widely accepted communications protocols and is designed to be scalable and accessible by multiple methods.
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