Supervisor NOC - Towers (Information Technology)

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.

Position Title:  Supervisor, Operations NOC (M1)

Role

The Supervisor, Operations (Towers NOC) will provide supervision in a 24x7x365 days/year "call center" environment that monitors and supports critical tower network elements. This position will coach and mentor teammates who are responding to real time alarming of network faults, customer and landowner inquiries, and escalations to ensure company compliance with FAA/FCC notification requirements.

Responsibilities 

• Supervises the Operations Center ensuring adequate resources to support the field operations. In charge of the Operations Center during their shift, ensuring transfer of work continuity to the next shift.
• Create and maintain NOC employee's schedule.
• Manage and maintain processes, staffing and communication to support operations after hours.
• Opens, tracks and closes the filing of Notice to Airmen (NOTAM) reports with the FAA.
• Initiates, updates, tracks and closes trouble tickets; creates and communicates scheduled maintenance alerts and service interruption notifications.
• Answers incoming calls and monitors various e-mail accounts and acts according to Operations procedures and processes.
• Assists field operations in troubleshooting all monitored and maintained systems.
• Notifies, dispatches, and escalates network faults and emergencies adhering to customer service agreements and Operations procedures.
• Provides detailed reports of outages and network availability.
• Secondary corporate coordinator during initial Incident Response and Disaster Recovery operations.
• Identifies opportunities for process improvements and acts as project lead to drive initiatives.
• Lead and facilitate training and business meetings on a regular basis.
• Partners with Business Support to recruit, train and develop Operations staff. Assists in setting of realistic team goals and objectives and ensure that individual objectives are established and reviewed using the performance management process to reward excellence and address sub-par performance.
• Reviews a high volume of calls and tickets for quality.
• Provides ongoing coaching and development of operator staff to drive quality performance and call efficiencies.
• Track and manage daily network performance reports and data to ensure MLA, SLA, FAA/FCC and NOC procedure adherence.
• Works with various internal departments to comply with companywide initiatives.
• Ensure NOC operations teams are run effectively, efficiently, and safely while appropriately balancing between quality, risk mitigation, and regulatory compliance.
• On-Call after hours for all issue guidance and escalations.
• Other duties as assigned.

Education/Certifications

• High school diploma required
• Bachelor's degree preferred

Experience/Minimum Requirements

• Five (5) or more years supervisory/leadership experience with a demonstrated ability to drive performance through coaching and development
• Prior network operations center, broadcast center, contact center or relevant experience preferred

Expectations 

• Ability to communicate both verbally and in writing in a clear and concise manner
• Ability to maintain confidential information and communications
• Skilled in trouble ticket or work order systems
• Exposure to network monitoring systems
• Proficient in Microsoft Office applications

Organizational Relationship

Reports to:  Manager Assets (Towers NOC) 

Title(s) of direct reports (if applicable):  Operator, Senior Operator

Working Conditions:  Works in a normal office setting with no exposure to adverse environmental conditions. Shift work including nights and weekends. On-call environment.

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 $70300 - $96600 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

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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. General