NOC Supervisor

Position Summary The NOC Supervisor is responsible for the day-to-day operation and performance of the Network Operations Centre (NOC). This role provides frontline leadership to the NOC team, ensuring network incidents, customer-impacting issues, tickets, calls, escalations, and operational tasks are handled accurately, professionally, and within established service levels.

The NOC Supervisor is expected to maintain strong situational awareness of network conditions, customer-impacting incidents, staff workload, outstanding escalations, and customer service performance while ensuring proper communication between Tier 1, Tier 1.5, Tier 2, Tier 2.5, Tier 3, Test & Turn-Up, vendors, customers, and management.

This is a hands-on leadership and customer-facing role. The Supervisor must be capable of assisting with technical escalations while also managing people, processes, scheduling, quality, customer relationships, and accountability.

Key ResponsibilitiesNOC Operations

- Supervise daily operations of the 24/7 Network Operations Centre.
- Maintain awareness of active outages, network alarms, customer-impacting incidents, escalations, and high-priority tickets. Ensure tickets are properly prioritized, assigned, updated, escalated, and resolved.
- Ensure technicians follow established troubleshooting and escalation procedures.
- Coordinate technical escalations between NOC tiers, engineering, Test & Turn-Up, vendors, carriers, and other departments.
- Ensure proper shift handoffs occur between NOC teams.
- Review outstanding tickets and ensure aging or stalled tickets receive appropriate attention.
- Ensure customer and internal updates are provided within required timelines.
- Assist with major incidents and act as an operational point of escalation when required.

Team Supervision

- Provide direct supervision, coaching, and guidance to NOC technicians.
- Monitor employee attendance, punctuality, productivity, workload, and performance.
- Ensure adequate staffing and coverage across all NOC shifts.
- Coordinate break schedules, shift coverage, vacation coverage, and unexpected absences.
- Identify performance concerns and work with the VP of Operations to implement corrective action or additional training.
- Conduct regular one-on-one coaching and performance discussions.
- Support the development and advancement of technicians through the NOC Tier 1–3 career path.
- Identify employees who are ready for additional responsibilities or promotion.

Ticket & Call Management

- Monitor incoming ticket and call queues throughout the shift.
- Ensure customer calls are answered promptly and professionally.
- Ensure tickets contain clear troubleshooting notes, customer communications, timestamps, and resolution details.
- Ensure technicians complete required follow-ups and do not allow tickets to remain unattended.
- Review escalated, reopened, aging, and high-priority tickets.
- Ensure tickets are not prematurely closed and established stability monitoring requirements are followed.
- Identify recurring ticket trends and escalate systemic problems to management or engineering.

Customer Service Reviews & Account Meetings

- Conduct scheduled customer service review meetings on a weekly, bi-weekly, or monthly basis depending on the customer and service requirements.
- Review open and closed support tickets with customers.
- Review SLA performance, response times, resolution times, escalations, outages, and recurring service issues.
- Present operational performance in a clear and professional manner.
- Discuss outstanding customer concerns and ensure appropriate follow-up actions are assigned and completed.
- Identify recurring issues, service trends, and opportunities to improve the customer experience.
- Coordinate internally with NOC, Engineering, Provisioning, PMO, Sales, Account Management,



and other departments where customer issues require cross-functional action.
- Maintain meeting notes and action items from customer review meetings.
- Track commitments made to customers and ensure they are followed through to completion.
- Escalate significant customer concerns, SLA risks, or service-quality issues to the VP of Operations.
- Support preparation of customer-facing SLA reports, ticket summaries, incident reports, and service-performance reviews.
- Build strong working relationships with key customer technical and operational contacts.
- · Act as an operational point of contact for assigned strategic customers where required.

Incident & Outage Management

- Take operational ownership during major outages and service-impacting incidents.
- Coordinate troubleshooting activities between internal technical teams, vendors, carriers, and customers.
- Ensure incidents are escalated to the appropriate technical resources without unnecessary delay.
- Maintain an accurate incident timeline.
- Ensure management and affected stakeholders receive appropriate updates.
- Assist with preparation of incident reports, root-cause analysis, and post-incidentreviews.
- Identify lessons learned and recommend process improvements following major incidents.

Quality Assurance

- Review ticket and call quality to ensure NOC standards are consistently maintained.
- Monitor compliance with troubleshooting procedures, escalation requirements, documentation standards, and customer communication expectations.
- Provide coaching where quality issues are identified.
- Work with the Quality Reviewer and management to identify recurring quality issues.
- Track team performance against established NOC KPIs and service levels.

Technical Leadership

- Provide technical guidance to Tier 1 and Tier 1.5 technicians.
- Assist with troubleshooting complex incidents when required.
- Ensure technicians gather appropriate diagnostic information before escalating issues.
- Understand when incidents require escalation to Tier 2, Tier 2.5, Tier 3, engineering, carriers, or vendors.
- · Maintain working knowledge of Frontier’s network, monitoring platforms, ticketing systems, voice services, data services, customer equipment, and operational procedures.
- Support implementation of new NOC procedures, tools, monitoring systems, and technologies.

Change & Maintenance Coordination

- Ensure network changes follow established change-management procedures.
- Ensure technicians do not perform unauthorized changes to production infrastructure.
- Coordinate approved maintenance activities with appropriate technical teams.
- Ensure maintenance windows, customer notifications, escalation contacts, and rollback procedures are understood before work begins.
- Monitor services following maintenance to confirm stability.
- Reporting & Continuous Improvement
- Provide the VP of Operations with regular updates regarding NOC performance, staffing, incidents, escalations, customer concerns, and operational risks.

· Track and report key NOC metrics, including: o Call answer rate o Ticket response time o Ticket resolution time o SLA compliance o Escalation volumes o Aging tickets o Reopened tickets o Ticket quality o Call quality o Technician productivity o Attendance and schedule adherence o Customer service-review action items o Recurring customer issues

- Identify inefficiencies and recommend improvements to NOC processes.
- Assist in developing SOPs, troubleshooting guides, escalation procedures, and training materials.




- Participate in operational reviews and continuous-improvement initiatives.
- Prepare operational data required for customer service-review meetings.

QualificationsRequired

- Previous experience in a Network Operations Centre, ISP, telecommunications, managed-services, or technical-support environment.
- Strong understanding of networking fundamentals including TCP/IP, routing, switching, DNS, DHCP, VLANs, firewalls, and connectivity troubleshooting.
- Experience working with ticketing and network-monitoring systems.
- Strong troubleshooting and analytical skills.
- Ability to manage multiple incidents and competing priorities simultaneously.
- Strong written and verbal communication skills.
- Strong presentation and customer-facing communication skills.
- Solid documentation and organizational skills.
- Ability to remain calm and organized during major outages or customer-impacting incidents.
- Ability to coach, mentor, and hold team members accountable.
- Ability to communicate technical and operational information clearly to customers.

Preferred

- Previous supervisory or team-lead experience.
- Experience supporting ISP, enterprise data, voice/VoIP, fibre, broadband, or managed network services.
- Experience conducting customer service reviews or SLA review meetings.
- Knowledge of Fortinet, Ubiquiti, Cisco or similar networking platforms.
- Understanding of SIP/VoIP troubleshooting.
- Industry certifications such as CCNA, Fortinet FCA/FCP, Network+, or equivalent experience.

Key Performance Expectations The NOC Supervisor will be measured on:

- Network and incident response effectiveness.
- SLA achievement.
- Call answer performance.
- Ticket response and resolution times.
- Quality and accuracy of ticket documentation.
- Proper escalation management.
- Reduction of aging and stalled tickets.
- Employee productivity and schedule adherence.
- Customer communication quality.
- Successful shift handoffs.
- Team development and training progress.
- Reduction in repeat operational errors.
- Compliance with NOC processes and change-management procedures.
- Completion and quality of customer service-review meetings.
- Closure of customer action items.
- Identification and reduction of recurring customer issues.
- Customer satisfaction and overall service experience.

Leadership Expectations The NOC Supervisor is expected to lead by example and establish a culture of:

- Ownership
- Accountability
- Urgency
- Clear communication
- Accurate documentation
- Customer focus
- Teamwork
- Continuous improvement

The Supervisor should actively manage the NOC rather than simply reacting to escalations. They are expected to identify problems early, assign resources appropriately, follow issues through to completion, ensure customers are kept informed, and ensure that nothing requiring attention is left behind at the end of a shift. The NOC Supervisor is also expected to develop strong relationships with customers and understand their operational concerns. Customer review meetings should be used not only to review historical SLA performance, but also to identify patterns, prevent recurring problems, and improve overall service delivery.

Schedule

This position supports a 24/7 operational environment. The NOC Supervisor may be required to participate in rotating schedules, evenings, weekends, holidays, major incidents, or after-hours escalations depending on operational requirements.

Reporting Structure

- Department: Network Operations Centre
- Position:
- NOC Supervisor
- Reports To:

VP of OperationsSupervises: NOC Tier 1 / Tier 1.5 technicians and other assigned NOC staffWorks Closely With: Tier 2, Tier 2.5, Tier 3, Network Engineering, Test & Turn-Up, IT, PMO, Provisioning, Sales, Account Management, carriers, vendors, and customer technical teams Pay: $65,000.00-$75,000.00 per year

Work Location: In person

📌 NOC Supervisor (Etobicoke)
🏢 Frontier Networks
📍 Etobicoke