Lead Commercial Technical Operations

Wide Open West; Columbus (OH); On-site; USD 120,000 - 150,000; Full time

Job summary

Wide Open West in Columbus, OH is seeking a Lead Commercial Technical Operations professional to act as the senior technical resource for a 24/7 operations team serving WOW! Business customers across SMB, Enterprise, and Data Center environments.

You will provide technical leadership, mentor Tier 2 engineers, coordinate real-time operations, and oversee escalation paths while driving operational excellence and high‑quality service delivery in a fast-paced network environment.

Qualifications

• Bachelor's degree in IT/CS/Telecom or equivalent work experience.
• Strong leadership and coaching abilities with a track record of mentoring teams.
• Experience with 24/7 operations and incident management in a network environment.

Responsibilities

• Serve as the senior technical resource and shift leader for 24/7 operations.
• Provide real-time queue oversight, workload balancing, and escalation coordination.
• Lead coaching sessions, runbooks creation, and knowledge management to elevate Tier 2 capabilities.
• Support WOW! Business services across SMB, Enterprise, and Data Center environments.

Skills

Technical Leadership

Mentoring

Cross-functional collaboration

Networking fundamentals

OSI model knowledge

Education

Information Technology/Computer Science/Telecommunications degree

Tools

Networking CLI tools

Job description

The Opportunity We’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 Do

Technical Leadership & Shift Operations

Serve 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 oversight
• Workload balancing
• Coverage recommendations
• Acting as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 - Tier 3 - Engineering escalation path
• Representing the team during Priority 1 (P1) and Priority 2 (P2) incidents, including:
• Bridge participation
• Communication leadership
• Coordination with Engineering teams
• Reinforcing Supervisor‑established standards related to:
• Schedule adherence
• Ticket quality
• Documentation standards

Coaching, Mentorship & Team Development

Help elevate the technical capabilities of the team through continuous coaching and knowledge sharing.

Responsibilities include:

• Delivering:
• Side‑by‑side coaching
• Ticket reviews
• Call reviews
• Targeted skill‑gap remediation
• Leading:
• Shift huddles
• Technical training sessions
• Readiness initiatives for new products, features, and process updates
• Owning team‑facing knowledge management, including:
• Runbooks
• Knowledge Base articles
• Technical tips
• Post‑incident lessons learned
• Providing performance feedback to Supervisors regarding:
• Coaching opportunities
• Individual readiness
• Career advancement recommendations

Advanced Technical Support

Serve as the team’s Subject Matter Expert (SME) across the WOW! Business portfolio.

Responsibilities include:

• Supporting all WOW! Business:
• Voice services
• Video services
• Data products
• Handling the most complex customer trouble tickets
• Modeling effective troubleshooting techniques while actively transferring knowledge to teammates
• Providing advanced OSI model‑based diagnosis, troubleshooting, consulting, and coordination for customer‑impacting issues
• Coordinating issue resolution among:
• Customers
• Network Administrators
• Vendors
• Field Technicians
• Service Providers
• Internal WOW! teams

Data Center Operations

Support mission‑critical Data Center operations by:

• Monitoring critical infrastructure systems, including:
• Physical Security
• Power
• HVAC
• Providing Hands and Feet support when required
• Maintaining documentation and security for customer equipment and packages received and shipped through Data Centers
• Following all Ticket Management and Data Center operational policies and procedures

Product Support & Documentation

Responsibilities include:

• Documenting technical issues and resolutions within company ticketing and billing systems
• Assisting with the testing, certification, implementation, and support of new WOW! Business products
• Performing additional duties as assigned

What You’ll Bring

Minimum Education & Experience

High School Diploma or equivalent required. Associate’s degree or higher in: Information Technology, Computer Science, Telecommunications, Related technical field preferred. Four years of telecommunications or related technical support experience within: Network Operations Centers, Systems Administration, IT Operations.

Skills & Abilities for Success

Technical Leadership

Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role. Proven ability to lead through influence without formal supervisory authority.

Certifications

One or more industry‑recognized certifications required at hire or within 12 months of entering the role, including: Network+, CCENT, CCNA, SIP School - or equivalent training in: IPv4 / IPv6, VoIP, SIP technologies.

Networking & Telecommunications Expertise

Strong understanding of: Internet protocols, Networking fundamentals, Routers, Switches, IP subnetting. Working knowledge of: WAN, LAN, VLAN, VPN troubleshooting. Preferred experience with: RF Signals, HFC Networks. Familiarity with: Local, long‑distance, and toll‑free telephony, LNP Porting, LIBD PAC, VoIP, Customer Premise Equipment (CPE), Telephony features.

Technical Skills

Strong analytical and troubleshooting abilities. Excellent organizational skills. Ability to utilize CLI across networking platforms to investigate service‑impacting events. Proficiency with: Microsoft Office applications, Internet software, Email systems. Ability to quickly learn billing platforms and online support tools.

Communication & Collaboration

Excellent verbal communication and active listening skills. Ability to effectively guide customers and teammates through complex troubleshooting scenarios. Comfortable collaborating across multiple technical disciplines during critical service events.

Work Environment

Ability to multitask and perform effectively in a fast‑paced operations environment. Ability to work scheduled shifts within a 24/7 operational environment. Ability to participate in on‑call rotations as designated by management.

Physical Demands & Working Conditions

The 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 hear. Required to use hands for typing, handling objects, and paperwork. Required to use close vision and maintain focus. Required to occasionally carry equipment and climb ladders. Required to sit, stand, bend at the knees and waist, and walk.

Why 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 employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.