Supervisor, Network Operations Center (2nd shift)

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world.  AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service.  We power millions of subscriptions worldwide for organizations.  We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

As the 2nd shift Network Operations Center (NOC) Supervisor, you'll lead a skilled team handling incident and problem management across a wide range of WAN technologies and managed sites. You must possess a deep understanding of network monitoring and ticketing platforms. This role involves significant customer interaction and advocacy, requiring excellent leadership skills and the ability to prioritize customer needs effectively. You'll also oversee shift rotations and ensure flexibility in your team to meet the operational demands of our 24x7x365 environment. Please note that the working hours for this role are 1:30pm - 10:30pm ET.

What you'll do and how you'll have an impact

• Lead and supervise a team of 2nd shift NOC analysts to resolve network-related issues efficiently.
• Provide continuous coaching and feedback, ensuring your team meets individual and collective goals.
• Drive the adherence to NOC performance objectives and KPIs.
• Handle escalations and participate in major incident resolutions.
• Implement and refine operational processes alongside other leadership members.
• Engage in regular performance reviews and ensure robust ticket management practices.
• Serve in a leadership on-call rotation for continuous operational readiness.

What we're looking for

• 3-5 years of NOC or relevant operational support experience.
• Proven background in managing data networks and telecommunications for mid-sized enterprises.
• Strong technical knowledge, including TCP/IP, OSI model, and various routing protocols.
• Experience with network monitoring tools like LogicMonitor and familiarity with ticketing systems like ServiceNow.
• Previous supervisory experience and a solid educational foundation in Computer Science or a related field.
• ITIL certification and relevant technical certifications (e.g., CCNA, Network+) are preferred.
• Additional experience in Security Operations is a plus.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice