Tac Ops Supervisor

Hotwire Communications - Fort Lauderdale, FL

Full-time - Mid Level

Fort Lauderdale, FL

Telecommunications

About the position

The Tac Ops Supervisor is responsible for leading and managing a team of Tier II Engineers to ensure effective operations within the department. This role focuses on maintaining high standards of service delivery, coaching team members, and fostering a positive work environment while overseeing the resolution of escalated issues and enhancing customer experience through analysis and collaboration with internal and external partners.

Responsibilities

• Lead and manage a team of Tier II Engineers to ensure successful processes for schedule adherence, call queues, timeliness of issue resolution, and quality and training needs.
• Provide coaching and mentoring to team to create and foster engagement, as well as a high-performance culture.
• Oversee the accurate review and completion of escalated work items and work with other departments to ensure timely resolution.
• Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer experience.
• Work closely with partners and internal areas to identify and resolve issues to provide clients and advisors with exceptional service.
• Act as management escalation point for escalated calls.
• Maintain positive department morale through subordinate feedback and establish promotions, contests, events, etc. to keep a positive work environment.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Escalate issues and problems according to procedures and best judgment.
• Perform periodic health checks of systems.
• Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.
• Diagnose problems and resolve them in an expeditious manner.
• Work with engineers to resolve production problems.
• Other duties as required or assigned.

Requirements

• Minimum of 2 years of experience in a Help Desk or high volume call center preferred.
• Minimum of 2 years of experience working in IT Operations including knowledge of common tools, methods, and techniques.
• Industry recognized certifications such as CCNA, CCNP, and/or CCDP.
• Vendor certifications on any Optical platform (ie: Motorola, ZTE, Alcatel etc).
• Scripting (shell, expect, php, python).
• Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring.
• Experience with routing protocols, specifically OSPF and BGP.
• Experience with Optical Platforms, configuration and/or troubleshooting.
• Experience working within a cable provider environment.
• Experience working with third party circuit providers.
• Experience in current Internet network hardware and software technologies.
• Diagnostic experience of a variety of monitoring applications such as Solarwinds, negios.