Lead Commercial Technical Operations

Wideopenwest Networks, LLC; Columbus (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

WideopenWest Networks, LLC is seeking a 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, and Data Center environments.

You will provide technical leadership, mentor Tier 2 staff, and coordinate real-time operational activities while driving excellence in service delivery. You will mentor, own runbooks, and coordinate Tier 2–Tier 3 escalation paths, ensuring adherence

Qualifications

• High School Diploma or equivalent; Associate's degree or higher preferred.
• Four years of telecommunications or related technical support experience in NOC, systems administration, or IT operations.
• Technical leadership experience or mentoring team members.
• Strong troubleshooting, analytical, and communication abilities.

Responsibilities

• Lead 24/7 shift operations as senior technical resource and escalation point.
• Balance workload, monitor queue, and coordinate Tier 2 to Tier 3 engineering escalations.
• Provide side-by-side coaching, runbooks, and post-incident reviews to raise team capability.
• Troubleshoot complex issues across voice, video, data, and other WOW! Business products.
• Collaborate with Engineering, Network Operations, and Business Services to ensure service excellence.

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, and 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, and coordination with Engineering teams. Reinforcing Supervisor-established standards related to schedule adherence, ticket quality, and 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, and readiness initiatives for new products, features, and process updates. Owning team-facing knowledge management, including runbooks, knowledge base articles, technical tips, and post-incident lessons learned. Providing performance feedback to Supervisors regarding coaching opportunities, individual readiness, and 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, and 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 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, or 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. 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 premises equipment (CPE) and 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, and email systems; ability to quickly learn billing platforms and online support tools. Communication & Collaboration: Excellent verbal communication and active listening skills; ability to 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 include talking, hearing, typing, use of vision, occasional lifting, and mobility as described.

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. We are committed to building a culture that WOW! employees and customers truly love.

We\'re for being different - in a good way. Whether it\'s through showing respect, making things easy, or providing pleasant surprises, we\'re for building a culture that WOW! employees and customers truly love. We\'d love for you to be a part of our team.

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