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Supervisor NOC Customer Networks at American Tower Corporation in Raleigh, North Carolina

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:


We are seeking a Supervisor NOC—Customer
Networks to join American Tower’s Network Operations Center (“NOC”) team. Working
around the clock, the NOC team monitors and maintains all active customer
network elements and associated customer service levels. Day to day you wil
l manage a
team responsible for network integration, fault management, and customer
support. As a Supervisor NOC—Customer Networks, you will partner
cross-functionally to maintain compliance with service level agreements for
response times and outage resolutions.

Our Core Principles are the foundation of our culture,
and we’re focused on achieving continued success by thinking long-term, leading
with values, and creating value with decisions
. Come grow your career with us! 

You Can Offer Us

  • Manage a team of Technical Support
    Engineers to ensure compliance with contracted service levels.

  • Supervise troubleshooting and diagnoses
    of customer affecting network issues associated with equipment alarms, trouble
    tickets, and customer complaints for active networks including distributed
    antenna systems (“DAS”), Wi-Fi, and iCN.

  • Draft reports on the status of network
    outages and compliance with key performance metrics.

  • Direct and supervise integration
    activities for new networks, customer implementations, and network

  • Manage and promote collaboration with
    other functions to coordinate outage response and disaster recovery efforts.

  • Ensure proper expense coding and use of
    operational budgets for repairs and maintenance.

  • Conduct routine team meetings and
    training to drive continuous improvement.

  • Serve as the top-level escalation
    point for the most advanced network issues.

  • Actively participate in
    troubleshooting and outage resolution for escalated customer complaints.

  • As a Supervisor NOCCustomer
    Networks, you are responsible for the recruitment, performance management, and
    career development of Technical Support Engineers. You’ll also be
    expected to cultivate a collaborative team dynamic that enables us to meet our
    business objectives.

  • Approximately 5% of the time the role will be performed
    outside of a conventional office environment.

  • Other
    duties as assigned.

What You Need to Succeed


Tower is proud to be an equal opportunity employer and will not discriminate
against an applicant or employee based on age, sex, sexual orientation, gender
identity, race, color, creed, religion, national origin or ancestry,
citizenship, marital status, familial status, disability, military or veteran
status, genetic information, pregnancy or any other characteristic protected
under applicable law.