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:
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
Coaching, Mentorship & Team Development
Help elevate the technical capabilities of the team through continuous coaching and knowledge sharing.
Responsibilities include:
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
Advanced Technical Support
Serve as the team's Subject Matter Expert (SME) across the WOW! Business portfolio.
Responsibilities include:
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
Data Center Operations
Support mission-critical Data Center operations by:
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
Product Support & Documentation
Responsibilities include:
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
What You'll Bring
Minimum Education & Experience
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
Skills & Abilities for Success
Technical Leadership
Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role
Proven ability to lead through influence without formal supervisory authority
Certifications
One or more industry-recognized certifications required at hire or within 12 months of entering the role, including:
Network+
CCENT
CCNA
SIP School
-or equivalent training in:
IPv4 / IPv6
VoIP
SIP technologies
Networking & Telecommunications Expertise
Strong understanding of:
Internet protocols
Networking fundamentals
Routers
Switches
IP subnetting
Working knowledge of:
WAN
LAN
VLAN
VPN troubleshooting
Preferred experience with:
RF Signals
HFC Networks
Familiarity with:
Local, long-distance, and toll-free telephony
LNP Porting
LIBD
PAC
VoIP
Customer Premise Equipment (CPE)
Telephony features
Technical Skills
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
Communication & Collaboration
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
Work Environment
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
Physical Demands & Working Conditions
The physical demands described below are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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
Why Join Us?
As the Lead Commercial Technical Operations professional, you'll play a vital role in supporting mission-critical commercial services while mentoring fellow engineers, driving operational excellence, and resolving complex networking challenges. You'll work alongside Engineering, Network Operations, and Business Services teams in a collaborative, technology-driven environment where your technical expertise and leadership will directly influence customer success and team performance.
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

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Vacancy posted 7 days ago

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