NOC Operations Lead: Incident Response & Tech Mentorship

Transaction Network Services (TNS); United States; On-site; USD 110,000 - 117,000; Full time

Benefits offered by this job

Medical and dental coverage

Life insurance

Paid holidays and vacations

401K with company match

Job summary

Transaction Network Services (TNS) is seeking a NOC Supervisor to lead daily operations of the Network Operations Center, guiding technicians and engineers across shifts while ensuring rapid incident response and top-tier customer support.

You will mentor staff, manage escalations, and coordinate with cross-functional teams to maintain network health, implement improvements, and drive automation and documentation in a fast-paced environment.

Qualifications

• IPX networks and signaling (Sigtran).
• BGP routing and peering.
• VPN technologies and network interconnects.
• Network monitoring and observability platforms.
• Proficiency with Microsoft Office Suite (Outlook, Excel, OneNote, Word).
• Strong leadership and team management experience.
• Expertise in network operations and troubleshooting.
• Experience with incident management and escalation handling.
• Familiarity with monitoring tools and ticketing systems.
• Strong communication and customer service skills.
• Ability to collaborate across technical and business teams.
• Experience in process improvement and automation is highly desirable.

Responsibilities

• Lead and supervise NOC technicians and engineers across shifts.
• Coordinate staff scheduling, workload distribution, and performance oversight.
• Provide guidance and escalation support for complex technical issues.
• Take the lead on major incident bridges as Incident Manager.
• Coordinate cross-functional teams to restore services quickly and efficiently.
• Author and deliver incident reports and internal communications.
• Collaborate with Tier 2 and engineering teams for root cause resolution.
• Oversee trouble ticket lifecycle and ensure timely resolutions.
• Manage internal and customer escalations with professionalism and urgency.
• Maintain standards for ticket documentation and communication.
• Ensure effective use of monitoring tools (ARPS, Nagios, Netreo).
• Maintain awareness of network health and service performance.
• Drive continuous improvement of monitoring capabilities and processes.
• Serve as SME in IPX/Sigtran, BGP peering, VPNs, and NNI connectivity.
• Maintain centralized documentation repositories for NOC usage.
• Train and mentor staff in troubleshooting, tools, and procedures.
• Develop training programs for new technologies and customer integrations.
• Develop and maintain customer maintenance notification processes.
• Manage distribution lists for key services and standard communication templates.
• Ensure timely customer updates during maintenance and incidents.
• Collaborate with Implementation, Engineering and Development teams on projects.
• Support rollout of new tools and platforms.

Skills

IPX signaling

Sigtran

BGP peering

VPN technologies

NNI connectivity

Network monitoring

Microsoft Office

Leadership

Customer service

Tools

ARPS

Nagios

Netreo

Job description

Transaction Network Services (TNS) is seeking a NOC Supervisor to lead daily operations of the Network Operations Center, guiding technicians and engineers across shifts while ensuring rapid incident response and top-tier customer support.

You will mentor staff, manage escalations, and coordinate with cross-functional teams to maintain network health, implement improvements, and drive automation and documentation in a fast-paced environment.