Lead Commercial Technical Operations
Full-time
Wide Open West
The Opportunity We're seeking a highly skilled Lead Commercial Technical Operations professional to serve as the senior technical resource for a 24/7 operations team supporting WOW! Business customers across SMB, Enterprise, Strategic Enterprise, Wholesale, and Data Center environments. In this role, you'll provide technical leadership, mentor Tier 2 team members, coordinate real-time operational activities, and serve as the primary technical escalation point before Supervisor engagement. You'll play a critical role in strengthening Tier 2 capabilities through coaching, knowledge sharing, and hands-on leadership while helping ensure exceptional service delivery for our commercial customers. This is an outstanding opportunity for a technical leader who enjoys mentoring others, solving complex networking challenges, and driving operational excellence in a fast-paced Network Operations environment. What You'll Do Technical Leadership & Shift Operations Serve as the senior technical resource and operational leader during your assigned shift. Responsibilities include:
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
- Serving as the shift and floor lead by providing:
- Real-time queue oversight
- Workload balancing
- Coverage recommendations
- Acting as the first internal escalation point for Tier 2 agents before Supervisor engagement, formalizing the Tier 2 - Tier 3 - Engineering escalation path
- Representing the team during Priority 1 (P1) and Priority 2 (P2) incidents, including:
- Bridge participation
- Communication leadership
- Coordination with Engineering teams
- Reinforcing Supervisor-established standards related to:
- Schedule adherence
- Ticket quality
- Documentation standards
- Delivering:
- Side-by-side coaching
- Ticket reviews
- Call reviews
- Targeted skill-gap remediation
- Leading:
- Shift huddles
- Technical training sessions
- Readiness initiatives for new products, features, and process updates
- Owning team-facing knowledge management, including:
- Runbooks
- Knowledge Base articles
- Technical tips
- Post-incident lessons learned
- Providing performance feedback to Supervisors regarding:
- Coaching opportunities
- Individual readiness
- Career advancement recommendations
- Supporting all WOW! Business:
- Voice services
- Video services
- Data products
- Handling the most complex customer trouble tickets
- Modeling effective troubleshooting techniques while actively transferring knowledge to teammates
- Providing advanced OSI model-based diagnosis, troubleshooting, consulting, and coordination for customer-impacting issues
- Coordinating issue resolution among:
- Customers
- Network Administrators
- Vendors
- Field Technicians
- Service Providers
- Internal WOW! teams
- Monitoring critical infrastructure systems, including:
- Physical Security
- Power
- HVAC
- Providing Hands and Feet support when required
- Maintaining documentation and security for customer equipment and packages received and shipped through Data Centers
- Following all Ticket Management and Data Center operational policies and procedures
- Documenting technical issues and resolutions within company ticketing and billing systems
- Assisting with the testing, certification, implementation, and support of new WOW! Business products
- Performing additional duties as assigned
- High School Diploma or equivalent required
- Associate's degree or higher in:
- Information Technology
- Computer Science
- Telecommunications
- Related technical field preferred
- Four years of telecommunications or related technical support experience within:
- Network Operations Centers
- Systems Administration
- IT Operations
- Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role
- Proven ability to lead through influence without formal supervisory authority
- Network+
- CCENT
- CCNA
- SIP School
- IPv4 / IPv6
- VoIP
- SIP technologies
- Internet protocols
- Networking fundamentals
- Routers
- Switches
- IP subnetting
- WAN
- LAN
- VLAN
- VPN troubleshooting
- RF Signals
- HFC Networks
- Local, long-distance, and toll-free telephony
- LNP Porting
- LIBD
- PAC
- VoIP
- Customer Premise Equipment (CPE)
- Telephony features
- Strong analytical and troubleshooting abilities
- Excellent organizational skills
- Ability to utilize CLI across networking platforms to investigate service-impacting events
- Proficiency with:
- Microsoft Office applications
- Internet software
- Email systems
- Ability to quickly learn billing platforms and online support tools
- Excellent verbal communication and active listening skills
- Ability to effectively guide customers and teammates through complex troubleshooting scenarios
- Comfortable collaborating across multiple technical disciplines during critical service events
- Ability to multitask and perform effectively in a fast-paced operations environment
- Ability to work scheduled shifts within a 24/7 operational environment
- Ability to participate in on-call rotations as designated by management
- Regularly required to talk and hear
- Required to use hands for typing, handling objects, and paperwork
- Required to use close vision and maintain focus
- Required to occasionally carry equipment and climb ladders
- Required to sit, stand, bend at the knees and waist, and walk
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
Vacancy posted 6 days ago
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