NOCC Supervisor: Network Operations & Incident Response

SBA Communications Corporation; Boca Raton (FL); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Equity opportunities

Medical/dental/vision insurance

Parental leave and life insurance

Short/long-term disability

Wellness programs

Paid time off & holidays

Remote workdays available

Education assistance & certification

Job summary

SBA Communications Corporation is seeking a Supervisor for the Network Operations Control Center to lead the NOCC team in monitoring, incident handling and customer service for SBA lines of business.

The role requires ITIL-based process improvement, cross-functional collaboration, and strong leadership in network operations. Remote workdays may be available depending on role; expect KPI-driven performance and reporting duties.

Qualifications

• Associate's Degree in a technical field; 3–5 years related network experience and troubleshooting higher‑level network operations.
• Five to seven years of Tower Lighting operational performance experience.
• Demonstrated technical leadership in at least one technology area (tower lighting monitoring, NOTAM filing, DAS, Microwave, MECs, Data Centers).
• Knowledge of switching, routing, and transport technologies related to network services.
• Experience troubleshooting diverse network services including tower lighting; basic MECs, DAS, Microwave, and EaaS knowledge.
• Proficiency in networking tech including SNMP and Ethernet preferred.
• Strong project and vendor management skills.
• Familiarity with ADP, Iconics, Meraki, Nagios preferred.

Responsibilities

• Analyze operational methods using ITIL best practices and monitoring tools to improve efficiency and stability.
• Collaborate with cross-functional teams (NOCC internal groups, clients, vendors) to document, track, report, and escalate outages.
• Conduct routine quality audits to minimize SLA violations and improve customer satisfaction.
• Lead meetings with NOCC customers and partners to review procedures and issues; prepare regular client/partner reports.
• Maintain current and usable operating procedures, job aids, and documentation.
• Manage KPIs to meet NOCC goals and objectives.
• Provide first-level customer escalation and primary point of contact for NOCC technicians.
• Serve as escalation point for NOCC shift technicians; support on-call rotation.
• Generate monthly performance reports with recommendations for improvements.
• Participate in unit-wide initiatives and collaborate with other NOCC staff.

Skills

ITIL framework

Monitoring tools

KPIs management

Client reporting

Escalation handling

On-call support

Technical leadership

Networking basics (SNMP/Ethernet)

Project management

Vendor management

Education

Associate's Degree in a technical field

Tools

Nagios

Meraki

Iconics

ADP

Job description

SBA Communications Corporation is seeking a Supervisor for the Network Operations Control Center to lead the NOCC team in monitoring, incident handling and customer service for SBA lines of business.

The role requires ITIL-based process improvement, cross-functional collaboration, and strong leadership in network operations. Remote workdays may be available depending on role; expect KPI-driven performance and reporting duties.