NOC Supervisor

TNS Inc.; Reston (VA); 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 plan with company match

Job summary

TNS Inc. is seeking an experienced NOC Operations Lead in Reston, VA to supervise and mentor the NOC team across shifts. You will oversee incident management, ticket workflows, and monitoring to maintain high service levels and rapid restoration of services.

You will collaborate with Engineering and Development to implement new tools, automate workflows, and improve operational procedures while communicating clearly with customers and internal teams.

Qualifications

• IPX networks & signaling (Sigtran).
• BGP routing & peering.
• VPN technologies & network interconnects.
• Network monitoring & observability platforms.
• MS Office Suite (Outlook, Excel, OneNote, Word).

Responsibilities

• Supervise and support NOC technicians and engineers across shifts.
• Lead major incident bridges as Incident Manager and coordinate cross-functional teams.
• Oversee trouble ticket lifecycle and ensure timely resolution and quality.
• Maintain operational awareness of network health and service performance.
• Train and mentor staff; develop training programs for new technologies and customer integrations.
• Collaborate with cross-functional teams for root cause resolution and improved processes.

Skills

IPX networks & signaling (Sigtran)

BGP routing & peering

VPN technologies & interconnects

Network monitoring & observability

MS Office Suite

Tools

Nagios

Netreo

ARPS

Job description

Overview

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Responsibilities

Team Leadership & Operations

• Supervise and support NOC technicians and engineers across shifts
• Assist with staff scheduling, workload distribution, and performance oversight
• Provide guidance and escalation support for complex technical issues

Incident & Problem Management

• Lead 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

Ticket & Escalation Management

• Oversee trouble ticket lifecycle, ensuring timely resolution and quality
• Handle internal and customer escalations with professionalism and urgency
• Maintain standards for ticket documentation and communication

Monitoring & Network Operations

• Ensure effective use of monitoring tools (e.g., ARPS, Nagios, Netreo)
• Maintain operational awareness of network health and service performance
• Drive continuous improvement of monitoring capabilities and processes

Technical Escalations, Training, Documentation & Knowledge Management

• Serve as subject matter expert in network technologies, including: IPX and Sigtran BGP peering VPNs and NNI connectivity
• Maintain centralized documentation repositories for NOC use
• Train and mentor staff in troubleshooting, tools, and operational procedures
• Develop training programs to support new technologies and customer integrations

Change Management & Customer Communications

• Develop and maintain customer maintenance notification processes
• Manage distribution lists for key services (e.g., Sigtran, IPX, DSR)
• Maintain standardized communication templates for customer updates
• Ensure timely and accurate communication during maintenance and incidents

Cross-Functional Collaboration

• Act as NOC representative in projects involving Implementation, Engineering and Development teams
• Support implementation of new tools and platforms (e.g., ticketing systems, monitoring solutions)
• Partner with network planning to prepare support strategies for new deployments

Process Improvement & Automation

• Design and implement automation tools and workflows to improve efficiency
• Maintain scripts/macros to streamline ticketing and change management processes
• Identify opportunities to enhance operational workflows and reduce manual effort

Customer Support & Service Readiness

• Ensure readiness for onboarding new customers and services
• Validate availability of necessary support materials (documentation, diagrams, contacts)
• Coordinate with internal teams to close readiness gaps
• Maintain focus on delivering high-quality customer experience

Qualifications

Technical Skills Required

• 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)

Additional Skills & Qualifications

• 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

For this role, we anticipate paying $110,000 - $117,000 annually.

Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location.

Benefits

• medical and dental coverage
• life insurance
• paid holidays and vacations
• 401K plan with company match

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

With employees based in 21 countries around the world, TNS is a leading global provider of data communication and interoperability services to diverse industries, such as retail, banking, payment processing, telecommunications and the financial markets. TNS’ services extend to over 60 countries and we deliver mission critical solutions to many Fortune 500 companies. TNS employees play a vital role in the delivery of our services and we recognize them as our most valuable asset. We are proud to offer competitive salaries and benefit packages, and due to the global nature of our business we can offer opportunities to relocate to different locations, if your personal circumstances change.