Lead Commercial Technical Operations

WOW!; Columbus (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

WOW! seeks a Lead Commercial Technical Operations professional to act as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, and Data Center environments.

You will mentor Tier 2 staff, coordinate real-time operations, and serve as the main escalation point before Supervisor engagement. You’ll lead incident response for P1/P2, drive continuous improvement, and ensure high service delivery.

Qualifications

• High school diploma or higher in IT/telecommunications.
• Professional certifications preferred within 12 months of hire.
• Experience in network operations center or 24/7 tech support.

Responsibilities

• Serve as senior technical resource on 24/7 shift for WOW! Business customers.
• Lead, mentor, and coach Tier 2/3 engineers; manage real-time incidents.
• Coordinate cross-team escalation and liaise with Engineering and Vendors.
• Maintain runbooks, knowledge articles, and post-incident reviews.
• Support mission-critical Data Center operations and service delivery.

Education

High School Diploma or equivalent

Associate's degree or higher in Information Technology or Telecommunications

Tools

Runbooks

Knowledge Base

CLI

Billing systems

Job description

The OpportunityWe're seeking a highly skilled Lead Commercial Technical Operations professional to serve as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments.In this role, you'll provide technical leadership, mentor Tier 2 team members, coordinate real-time operational activities, and serve as the primary technical escalation point before Supervisor engagement. You'll play a critical role in strengthening Tier 2 capabilities through coaching, knowledge sharing, and hands-on leadership while helping ensure exceptional service delivery for our commercial customers.This is an outstanding opportunity for a technical leader who enjoys mentoring others, solving complex networking challenges, and driving operational excellence in a fast-paced Network Operations environment.What You'll DoTechnical Leadership & Shift OperationsServe as the senior technical resource and operational leader during your assigned shift.Responsibilities include:Serving as the shift and floor lead by providing:Real-time queue oversightWorkload balancingCoverage recommendationsActing as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 Tier 3 Engineering escalation pathRepresenting the team during Priority 1 (P1) and Priority 2 (P2) incidents, including:Bridge participationCommunication leadershipCoordination with Engineering teamsReinforcing Supervisor-established standards related to:Schedule adherenceTicket qualityDocumentation standardsCoaching, Mentorship & Team DevelopmentHelp elevate the technical capabilities of the team through continuous coaching and knowledge sharing.Responsibilities include:Delivering:Side-by-side coachingTicket reviewsCall reviewsTargeted skill-gap remediationLeading:Shift huddlesTechnical training sessionsReadiness initiatives for new products, features, and process updatesOwning team-facing knowledge management, including:RunbooksKnowledge Base articlesTechnical tipsPost-incident lessons learnedProviding performance feedback to Supervisors regarding:Coaching opportunitiesIndividual readinessCareer advancement recommendationsAdvanced Technical SupportServe as the team's Subject Matter Expert (SME) across the WOW! Business portfolio.Responsibilities include:Supporting all WOW! Business:Voice servicesVideo servicesData productsHandling the most complex customer trouble ticketsModeling effective troubleshooting techniques while actively transferring knowledge to teammatesProviding advanced OSI model-based diagnosis, troubleshooting, consulting, and coordination for customer-impacting issuesCoordinating issue resolution among:CustomersNetwork AdministratorsVendorsField TechniciansService ProvidersInternal WOW! teamsData Center OperationsSupport mission-critical Data Center operations by:Monitoring critical infrastructure systems, including:Physical SecurityPowerHVACProviding Hands and Feet support when requiredMaintaining documentation and security for customer equipment and packages received and shipped through Data CentersFollowing all Ticket Management and Data Center operational policies and proceduresProduct Support & DocumentationResponsibilities include:Documenting technical issues and resolutions within company ticketing and billing systemsAssisting with the testing, certification, implementation, and support of new WOW! Business productsPerforming additional duties as assignedWhat You'll BringMinimum Education & ExperienceHigh School Diploma or equivalent requiredAssociate's degree or higher in:Information TechnologyComputer ScienceTelecommunicationsRelated technical field preferredFour years of telecommunications or related technical support experience within:Network Operations CentersSystems AdministrationIT OperationsSkills & Abilities for SuccessTechnical LeadershipDemonstrated experience mentoring, coaching, or serving in an informal technical leadership roleProven ability to lead through influence without formal supervisory authorityCertificationsOne or more industry-recognized certifications required at hire or within 12 months of entering the role, including:Network+CCENTCCNASIP School—or equivalent training in:IPv4 / IPv6VoIPSIP technologiesNetworking & Telecommunications ExpertiseStrong understanding of:Internet protocolsNetworking fundamentalsRoutersSwitchesIP subnettingWorking knowledge of:WANLANVLANVPN troubleshootingPreferred experience with:RF SignalsHFC NetworksFamiliarity with:Local, long-distance, and toll-free telephonyLNP PortingLIBDPACVoIPCustomer Premise Equipment (CPE)Telephony featuresTechnical SkillsStrong analytical and troubleshooting abilitiesExcellent organizational skillsAbility to utilize CLI across networking platforms to investigate service-impacting eventsProficiency with:Microsoft Office applicationsInternet softwareEmail systemsAbility to quickly learn billing platforms and online support toolsCommunication & CollaborationExcellent verbal communication and active listening skillsAbility to effectively guide customers and teammates through complex troubleshooting scenariosComfortable collaborating across multiple technical disciplines during critical service eventsWork EnvironmentAbility to multitask and perform effectively in a fast-paced operations environmentAbility to work scheduled shifts within a 24/7 operational environmentAbility to participate in on-call rotations as designated by managementPhysical Demands & Working ConditionsThe physical demands described below are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Regularly required to talk and hearRequired to use hands for typing, handling objects, and paperworkRequired to use close vision and maintain focusRequired to occasionally carry equipment and climb laddersRequired to sit, stand, bend at the knees and waist, and walkWhy Join Us?As the Lead Commercial Technical Operations professional, you'll play a vital role in supporting mission-critical commercial services while mentoring fellow engineers, driving operational excellence, and resolving complex networking challenges. You'll work alongside Engineering, Network Operations, and Business Services teams in a collaborative, technology-driven environment where your technical expertise and leadership will directly influence customer success and team performance.All qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran