NOC Supervisor

at  Five9

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Join the Five9 Network Operations Center team for an exciting opportunity to play a leading role in maintaining Five9’s Cloud Call Center Services and Application Delivery. The NOC Supervisor will lead NOC Technicians & Analysts in providing 24/7/365 days a year service to our internal & external customers. This position reports to the NOC Manager.

REQUIRED EXPERIENCE

• 4+ years of recent relevant experience providing customer support, performing maintenance, monitoring and configuration work in a 24x7x365 technical operation environment
• Possess a good understanding of the following disciplines:
• Telephony
• Networking
• Systems Administration
• Strong analytical and problem-solving skills
• Experience with CRM ticketing systems and coordinating workflow with other departments
• Experience working with network & telecom vendor & service providers
• Associate’s degree from a college or trade school in computer science, engineering or related technical discipline or equivalent relevant work experience

DESIRABLE QUALIFICATIONS/EXPERIENCE

• Understanding of the following voice and data protocols: SIP/RTP/TCP/SDP/UDP/HTTP/DHCP/DNS/NAT
• ITIL qualifications and experience
• Quality metrics
• Data Center knowledge
• Network equipment configuration (Palo Alto/Cisco/firewalls)
• Systems OS, services and hardware configuration (DHCP/DNS/NAT Traversal/Linux/MS Windows)
• Telecom equipment configuration (Media Gateway/SIP Proxy/Free Switch/Ribbon)
• Scripting/MYSQL/Python/etc.

• Supervising and developing NOC staff
• Make hiring recommendations
• Coordinate NOC work schedules and assignments
• Provide production network and systems surveillance, performing moderately complex fault management and configuration tasks in support of customers and customer-supporting systems
• Accountable for the operational effectiveness of the NOC, helping administer business processes, maintaining cross-functional working relationships and identifying opportunities for improvements
• Provide staff training & mentoring regarding NOC disciplines:
• Monitoring network/systems
• Documenting network/system events
• Taking corrective action in response to alarms and traps
• Performing network and systems configuration changes
• Providing assistance to Operations teams and Customer Success representatives
• Primary Production point of contact for vendors, service providers, carriers and partners
• Documenting standard operating procedures & methods of procedures