Senior Commercial Technical Operations Lead

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

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