Senior Technical Operations Leader - 24/7 Network SME

WOW!; Columbus (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

WOW! seeks a Lead Commercial Technical Operations professional to act as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, and Data Center environments.

You will mentor Tier 2 staff, coordinate real-time operations, and serve as the main escalation point before Supervisor engagement. You’ll lead incident response for P1/P2, drive continuous improvement, and ensure high service delivery.

Qualifications

• High school diploma or higher in IT/telecommunications.
• Professional certifications preferred within 12 months of hire.
• Experience in network operations center or 24/7 tech support.

Responsibilities

• Serve as senior technical resource on 24/7 shift for WOW! Business customers.
• Lead, mentor, and coach Tier 2/3 engineers; manage real-time incidents.
• Coordinate cross-team escalation and liaise with Engineering and Vendors.
• Maintain runbooks, knowledge articles, and post-incident reviews.
• Support mission-critical Data Center operations and service delivery.

Education

High School Diploma or equivalent

Associate's degree or higher in Information Technology or Telecommunications

Tools

Runbooks

Knowledge Base

CLI

Billing systems

Job description

WOW! seeks a Lead Commercial Technical Operations professional to act as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, and Data Center environments.

You will mentor Tier 2 staff, coordinate real-time operations, and serve as the main escalation point before Supervisor engagement. You’ll lead incident response for P1/P2, drive continuous improvement, and ensure high service delivery.