Supervisor, NOC - Military veterans preferred

Title:                  Supervisor, NOC (Night Supervisor)

Department:    Operations (NOC)

Revision Date: 5/7/2025

FLSA:                Exempt

Location:          Preferably Seattle, WA (Remote OK)

Level:                M1

Rate of Pay:     $90,000 - $100,000 USD

Company Overview

Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world’s most innovative communications solutions. For more information, please visit www.comtech.com.  

Purpose: 

In this role, the Night Supervisor directs and supports their shift of Network Analysts in quickly detecting, analyzing, isolating, and resolving fault conditions in the production environment.  The Evening Supervisor will not only help train and mentor the rest of the group but will also assist the NOC Manager in accomplishing departmental goals such as trouble ticket time to resolution goal.  This individual is expected to help guide team members towards proper pathways of troubleshooting, efficient use of monitoring tools, recognition of alarm conditions that require escalation, and to serve as a decision point for important operational issues where documentation may be unclear.  The Night Supervisor acts as the Incident Manager for any qualifying impairments that may occur during the night, ensuring that company standard operating procedures and major incident management principles are followed in the resolution of said events.

Responsibilities:

• Assist Tier 1 Manager in supervising the day-to-day network monitoring activities of the Network Operations Center.
• Supervise a team of Technical Support Specialists in detecting, analyzing, isolating, and resolving fault conditions in the production environment. 
• Ensure timely customer communication and assist in managing Comtech’s notification tool, xMatters.
• Provide support to the Tier II and Tier III technical support groups for quick resolutions to network issues.  
• Assist in the creation, documentation, and implementation of network monitoring procedures.
• Periodically review skill set requirements and identify training needs.
• Ensure that process and procedures are followed within the Incident Management Plan. 
• Ensure timely resolution to trouble tickets.
• This position is expected to work from 5PM to 3AM PT, Monday through Friday early morning. 
• Ensure timely follow-up with customers.
• This position will be in management on call rotation providing support to escalation as needed.
• Act as incident manager on Major Incidents             

Requirements:

• Minimum of 3-5 years management experience required – preferably within a Network Operations environment or similar environment.
• Strong oral and written communications skills required.
• Strong interpersonal skills.
• Major Incident Management skills and experience; able to direct outage bridges and resources in the resolution of service impacting events.
• Hands on experience with a variety of networking protocols, including SS7, TCP/IP, multicast, ethernet and frame relay.
• Network Monitoring tool familiarity (Openview, Solarwinds) preferred. 

Qualifications:

• BA/BS degree preferred.
• Hands on experience with Microsoft Suite of products and UNIX experience preferred.
• Hands on experience with Remedy and HP OpenView preferred.
• ITIL/ITSM certification a plus
• Prior experience in people management preferred

About:

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law.