Supervisor NOC - Network

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

Although you'll be hired as a Crown Castle employee, your employment and the responsibilities associated with this job likely will transition to an acquiring company in the future. For more information, please visit: https://www.crowncastle.com/strategic-review-results

Role

Crown Castle is seeking a Shift Supervisor within our Network Operations Center. (NOC) 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.

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, which is 2-days work from home and 3-days in the office to optimize collaboration, relationship building and key stakeholder engagement. Shift: 24x7 coverage. Specific days and hours to be determined

YOUR COMPANY BENEFITS
At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.
We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

Compensation
The salary range offered for this position is $83900 - $115300 annually. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives.
Additional Information
Pursuant to the Los Angeles County and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.