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Service Assurance Supervisor (Network Operations Center)

Job ID 1817044 Date posted 11/08/2018 Location: Phoenix, Arizona Apply

Description



 NOC Supervisor will support the 1NOC vision to protect and preserve the integrity of Cox networks, platforms, applications, and services by providing best in class Monitoring, Triage, Communications, and Coordination in support of all products and services for both internal and external customers while reinforcing the Company goal to be the most trusted provider in America. This Supervisor will manage overall performance and reliability by establishing and implementing technical and operational performance standards as defined for Tier 2 Service Assurance core functions.
Primary Responsibilities and Essential Functions
Supervises 1NOC Team
  • Supervises overall performance and reliability by establishing and implementing technical and operational performance standards
  • Utilizes operational reviews to communicate performance indicators with employees and peer groups to ensure consistent improvement in key indicators
  • Develops, refines, and documents operations center policies, processes, procedures and associated systems requirements and drives their implementation and use
  • Supervises scheduled staffing, hiring, coaching, and performance evaluations
  • Promotes positive work environment and attitude of operational excellence
  • Develops and maintains strong and positive provider / client relationships
  • Develops and maintains a strong and positive relationship across organizations in alignment with the tiered support model
  • Maintains stakeholder relationships
Monitors and Maintains Network Health
  • Analyzes network elements, applications, platforms, services and trends surrounding outages and maintenance activities and provides tactical direction on tool development and process improvement in order to improve reliability
  • Produces post incident reports and communications to review outage activity and drive new process/existing process enforcement to reduce reoccurring events
  • Coordinates system maintenance and changes while minimizing customer impact and maximizing the productivity of company resources
  • Develops and reports on metrics for the performance of networks, platforms, applications, and services supporting both our internal and external end users and customers
Provides Support to Fix Agent Groups
  • Provides day to day operational guidance and technical assistance to fix agent groups to ensure smooth operations of repair activity
  • Manages deployment of key operational activity to reduce service volume activity, unexpected network impact activity and to ensure consistent response practices to such activity
  • Utilizes incident command to manage outage events, coordinating fix agent activity and ensuring timely documentation and communications throughout the event


Qualifications



Minimum
  • 3 or more years of experience required in related field (24x7 network operations environment)
  • Strong quantitative, analytical and conceptual thinking skills and an attention to detail
  • Excellent verbal and written communications
  • Demonstrated ability to develop and maintain positive working relationships with internal and external customers and quickly adapt to changes in process, requirements, goals, and organizational change
  • Be available for flexible working schedules, including rotating on-call positions
  • Demonstrated ability to work independently and make decisions necessary to restore service in the shortest time possible
  • Effectively motivate and engage direct reports to achieve and surpass departmental goals
  • Demonstrated ability to coach and develop technical staff
  • Proven ability to execute tactical goals in support of national strategy and vision
  • Ability to develop and maintain positive working relationships
  • Ability to work under pressure with a sense of urgency
  • Ability to work independently and make decisions
  • Ability to motivate and engage direct reports
  • Excellent problem solving and analytical skills to work effectively with teams throughout organization
  • Experience providing coaching / mentoring to others
  • Ability to travel as required
Preferred
  • AS/AA or BS/BA degree in related discipline strongly preferred (e.g. Engineering, Computer Science)
  • 2 or more years of direct or indirect supervisory experience in a technical environment or similar network or IT monitoring and surveillance role
  • Prefer certification in Cisco Certified Network Administrator (CCNA), Cisco Certified Network Professional (CCNP) certifications, in addition to Juniper Networks Certified Internet Associate (JNCIA)
  • Understanding and troubleshooting of IP transport, video transport, telephony switching across multiple hardware platforms and technologies, and across IT platforms and services
  • Experience in telecommunications industry desired



About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.



Organization: Cox Communications, Inc.

Primary Location: US-AZ-Phoenix-1550 W Deer Valley Rd

Employee Status: Regular

Job Level: Team Lead/Supervisor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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About Information Technology

At Cox Communications we want creative Information Technology professionals ready to be part of a team delivering innovative solutions. You will help make decisions and influence the success of our software to sustain the best network experience for our teams and our customers.

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  • Information Technology, Phoenix, Arizona, United StatesRemove

Cox is an Equal Employment Opportunity employer. All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

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Cox is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including any job seeker with a disability. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to jobaccommodation@coxinc.com. In your email please include a description of the specific accommodation you are requesting and the requisition number of the position for which you are applying.

If you are having technical issues with your application, please email candidatesupport@coxinc.com.

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