Network Operations Center Supervisor

Position ID#
91699
# Positions
1
PA
Shiremanstown
Category
Corporate - Information Services

Job Description

SUMMARY

The primary purpose of this position is to be a senior technical mentor and direct supervisory resource for individual shifts to ensure network support performance levels are met for all locations. Frequent independent judgments are essential. The incumbent is also required to perform all tasks in observance of Rite Aid’s brand and strategy and adhere to our core values and service attributes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The associate is responsible for the functions below, in addition to other duties as assigned

  • Provide tier 3 network technical support assisting with troubleshooting on shift, performing complex problem analysis and ensuring proper problem escalations and notifications are made. Review all issues for appropriate troubleshooting steps and supporting details prior to escalating to Senior NOC Engineer.

  • Provide shift staff leadership as a front line manager and ensure shift is properly staffed to accommodate scheduling needs. Support other shift supervisors with coverage as needed
  • Responsible for shift turnover and reporting accuracy. Perform periodic trouble ticket audits using technical analysis techniques and reenforcement to ensure trouble reporting accuracy. Ensure network operators within design specifications
  • Lead network operations projects as assigned by manager. Minimally includes consulting with users, network design, development, analysis, testing and documentation

  • Allocate staff workload, oversee the effective completion and communication.

  • Assist manager by performing skills analysis and developing personalized career development training plans

 

Supervisory Responsibilities

This position directly supervises NOC Engineer, NOC Analyst, NOC Technician, and carries out supervisory responsibilities in accordance with Rite Aid policies and applicable laws. Responsibilities include interviewing, hiring, training, directing, rewarding, and disciplining associates; appraising associate performance; and resolving complaints.

Experience / Requirements

  • Five (5) years' of experience in supporting LAN/WAN, TCP, UDP, IP, Ethernet, Routers and switches required
  • Or equivalent education in lieu of experience

Education

  • Associate’s Degree (AA)   Computer Science or equivalent experience required
  • Bachelor’s Degree in Arts/Sciences (BA/BS) Computer Science preferred
  • Other, Cisco CCNA or equivalent experience required

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