Supervisor, NOC (Network Operations Center)

Remote (USA) or Jacksonville, FL
Full Time
Technology
Experienced

A Smarter Career Choice

Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

Description

The NOC Supervisor oversees day-to-day 24/7 operations—leading incidents, coaching technicians, and improving processes that keep customers online. You champion observability (telemetry, clear dashboards) and use automation to reduce manual work and improve reliability. This is a hands-on leadership role with clear ownership of critical work and close collaboration with Network Engineering, Outside Plant (OSP) Engineering, Field Operations, and Customer Support. You recommend coverage plans; the NOC Manager approves PTO, hiring, and performance reviews. This role is remote within the U.S.; candidates local to Jacksonville, FL may work on-site.

Key Qualifications

  • 3–5 years in Network Operations (ISP/telecom or enterprise) with 24/7 support experience
  • 1+ year leading a shift, escalations, or people (team lead or supervisor)
  • Early-morning and late-night shifts required; participates in an on-call rotation
  • Demonstrates Priority 1/2 (P1/P2) incident leadership (Incident Commander) with measurable improvements in Mean Time to Acknowledge/Restore (MTTA/MTTR)
  • Strong L2/L3 troubleshooting: IPv4/TCP/IP, DHCP/DORA, VLANs, routing basics, NAT/VPN, SNMP, syslog, and Linux fundamentals
  • Proficiency with monitoring/telemetry and ticketing — monitoring: Checkmk; access network: Calix CMS/SMx, Nokia Altiplano; incident: Rootly; ticketing: gaiia (or Jira/ServiceNow); collaboration and documentation: Microsoft Teams, Slack, Notion
  • Crisp, high-signal communicator: distills complex issues into plain language and delivers on-time, executive-ready incident updates
  • Process discipline: creates/maintains SOPs and runbooks, tracks KPIs, and closes RCAs with implemented corrective actions
  • Scheduling discipline: builds and maintains 24/7 coverage and on-call rotations; manages shift handoffs and coverage exceptions
  • Ownership mindset: aligns decisions with expertise; names a Directly Responsible Individual (DRI) and drives actions to closure
  • Leads with integrity, humility, and patience; owns mistakes promptly, communicates transparently, credits others, and gives clear, respectful feedback during incidents

Preferred Qualifications

  • GPON/XGS-PON; Calix and Nokia access network/CPE experience
  • Monitoring automation focused on alert enrichment and deduplication
  • Certifications (preferred): CCNA or JNCIA (or equivalent, e.g., Nokia NRS I/II); CCNP/JNCIP a plus
  • Dual-stack awareness: strong IPv4 today; IPv6 fundamentals a plus
  • Presents clear operational metrics and turns postmortems into actionable training
  • Familiarity with ITIL practices (incident, problem, change)

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

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