Supv, Network Management Operations

GCI's Supv, Network Management Operations will provide leadership and technical oversight for Network Management Operations, ensuring the availability, reliability, security, and performance of the company’s core transport, core voice, and supporting network infrastructure. Lead teams responsible for 24x7x365 Tier III operational support, including incident response and break/fix activities, preventative maintenance, lifecycle upgrades, and disaster recovery readiness to support business-critical services.

This role drives operational excellence by strengthening network resilience, reducing operational and security risk, and improving service restoration performance through disciplined execution, operational standardization, and continuous improvement. The position collaborates closely with engineering, security, facilities, and other operational teams to align network operations with organizational strategy, service availability objectives, and regulatory requirements.

This leadership position requires the following non-delegable responsibilities:

• Fully own the mission, goals, operations, and results of the team and areas of responsibility. 
• Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide.    This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
• Establishing the vision and tone for the department, consistent with company culture and mission.
• Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately. 
• Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
• Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.
• Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Excellent communication and interpersonal skills with the ability to patiently and accurately articulate information, professionally handle inquiries and complaints, and communicate effectively with the team.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
  • Strong understanding of network security principles, access controls, and compliance standards.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Ability to meet and maintain high customer relationship goals and service expectations. 
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Strong problem-solving skills with the ability to identify and resolve root causes in complex environments.
  • Ability to analyze change impacts and implement solutions that minimize disruption while ensuring successful outcomes.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• CHANGE MANAGEMENT: champions and supports department and company change.
• DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.
• PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.
• MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.
• PERFORMANCE MANAGEMENT: sets clear performance expectations for team.
• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into databases or equivalent.

Additional Job Requirements:

Provide frontline leadership and operational coordination for Network Services Operations teams responsible for supporting the availability and performance of the company’s core network infrastructure. The Supervisor ensures timely response to incidents, adherence to operational procedures, and effective execution of preventative maintenance and restoration activities.

• Ability to coordinate operational activities in a 24x7x365 environment
• Strong attention to operational discipline and documentation
• Ability to perform effectively during high-severity service incidents
• Demonstrated ability to support operational improvement initiatives
• Experience supporting carrier-grade network environments
• Knowledge of network monitoring tools and operational processes
• Experience supporting incident management and restoration activities

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor’s degree in Telecommunications, Engineering, Information Technology, or related field. *
• Minimum of five (5) years in telecommunications or network operations experience or related environment. *
  • Including a minimum of one (1) year in a supervisory or management position may be substituted with equivalent demonstrated functional leadership experience. 

Preferred: 

• Experience supporting Tier III network operations
• Knowledge of telecom transport and voice network environments
• Experience in telecom NOC or core network environments
• Other relevant telecom industry or job specific certifications. 

DRIVING REQUIREMENTS: 

This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

Travel & Regulatory Requirements:

This position requires travel and/or access to regulated facilities that require compliant identification. Employees must obtain and maintain the appropriate identification and, when required, successfully participate in and maintain eligibility through applicable background checks in accordance with contractual and federal requirements within ninety (90) days of hire, or within ninety (90) days of any applicable regulatory changes.

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficiently to perform job duties safely and effectively.
• Ability to make valid judgments and decisions. 
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

Systems & VoIP Operations Leadership Focus

This role provides strategic leadership and operational oversight for teams responsible for enterprise Systems Engineering and Voice over IP (VoIP) Operations within the CTO organization. The position is accountable for ensuring the reliability, performance, security, and lifecycle management of mission-critical data center systems, communication platforms, and voice infrastructure that support company-wide operations.

The leader in this role establishes operational direction, drives cross-functional collaboration, and ensures adherence to industry best practices, security standards, and operational excellence frameworks while enabling scalable, resilient, and secure technology environments.

Core Leadership Responsibilities:

• Provide leadership, coaching, and performance management for Systems Engineering and VoIP Operations staff, fostering a culture of technical excellence, accountability, and continuous improvement.
• Develop and maintain operational roadmaps and team priorities aligned with organizational technology strategy and infrastructure modernization initiatives.
• Coordinate cross-functional initiatives with Network Engineering, Network Operations Center (NOC), Cybersecurity, Data Center Operations, and Enterprise Applications teams to ensure seamless service delivery.
• Oversee incident management processes including major incident response, root cause analysis, and remediation planning for systems, servers, VoIP platforms, and network policy-enforcement infrastructure.
• Manage lifecycle planning and operational sustainability for enterprise servers, virtualization platforms, VoIP infrastructure, monitoring platforms, and supporting systems.
• Establish and maintain technical documentation, architectural diagrams, and standard operating procedures (SOPs) to support operational continuity and knowledge transfer.
• Promote the adoption of automation, scripting, and orchestration technologies to improve operational efficiency and reduce manual intervention.
• Define and enforce configuration management standards, patch management policies, and security hardening practices across supported platforms.
• Drive continuous improvement initiatives focused on system uptime, voice service quality, capacity planning, and Quality of Service (QoS) optimization.
• Support technology planning, vendor engagement, contract evaluation, and budget forecasting for infrastructure investments and operational improvements.

Technical Domains Overseen:

• Systems Engineering Infrastructure
• Core Network & System Protocols
• Oversight of enterprise infrastructure services and network protocols critical to platform operations, including:
• SMTP, DNS, DHCP, NTP, NFS, SMB, and SNMP (v3 preferred).

Network Policy & Traffic Management Platforms:

• Operational oversight of traffic classification, subscriber-aware enforcement, and policy-driven network control platforms including:
  • SandVine Policy Traffic Switch (PTS) appliances used for traffic classification, shaping, DDoS mitigation policies, subscriber-aware enforcement, and traffic analytics.
  • AppLogic traffic-management platforms used for application visibility, traffic steering, and policy enforcement.
• Responsibilities include:
  • Integration with OSS/BSS platforms, AAA services, subscriber provisioning workflows, and security controls
  • Governance of policy rule sets, enforcement frameworks, telemetry exports, and health monitoring system
  • Ensuring operational alignment between traffic management platforms and network service delivery objectives.

Data Center Infrastructure:

• Leadership oversight of enterprise data center infrastructure including:
  • Enterprise server hardware platforms
  • Power distribution and UPS infrastructure
  • Rack and cabinet layout standards
  • Hardware lifecycle planning and asset logistics
  • Capacity planning and hardware refresh strategies

Virtualization & Compute Platforms:

• Management and lifecycle oversight of virtualization environments including:
  • VMware vSphere, vCenter, and vCloud environments
  • Xen virtualization platforms
  • KVM and QEMU virtualization technologies

Operating Systems & Storage Platforms:

• Oversight of enterprise operating systems and storage solutions including:
  • Linux and Unix platforms (Solaris, CentOS, RedHat, Ubuntu)
  • Microsoft Windows Server environments
  • NetApp storage systems and enterprise storage architecture

Monitoring, Analytics & Management Platforms:

• Oversight of operational monitoring, telemetry, and infrastructure observability platforms such as:
  • Grafana
  • Statseeker
  • Cacti
  • ZenOSS
  • Other Network Management and Performance Monitoring tools
• Additionally includes:
  • Kibana and log analytics platforms
  • Data visualization and reporting tools supporting operational intelligence

Automation, Development & Operational Tooling:

• Promotion and governance of automation frameworks and scripting capabilities used to enhance operational efficiency, including:
  • Ansible automation frameworks
  • Python, Java, Perl, and Bash scripting
  • Infrastructure configuration automation
  • Power BI dashboards and operational analytics
  • DNS tooling such as BIND configuration management

VoIP Engineering & Collaboration Platforms:

• Oversight of enterprise voice and collaboration infrastructure, including Cisco-based unified communications platforms and supporting technologies.
• VoIP Protocols & Network Technologies
• Operational knowledge of voice and network communication protocols including:
  • SIP, RTP, SCCP, MGCP, ISDN, QoS, H.323, XML, HTTPS, ACLs, VLANs, OSPF, EIGRP, SMTP, and static routing.

Cisco Collaboration Ecosystem:

• Leadership oversight of the Cisco Unified Communications environment including:
• Cisco Unified Communications Manager (CUCM)
• Cisco Unity Connection
• Cisco Emergency Responder
• Cisco Expressway (C & E)
• Cisco IM & Presence
• Cisco CUBE (Cisco Unified Border Element)
• Cisco Finesse
• Real-Time Monitoring Tool (RTMT)
• Unified Contact Center Express (UCCX) and CCX Editor

Additional Voice Infrastructure Platforms:

• Oversight of additional voice infrastructure technologies including:
• Cisco UCS server platforms (BE6K / BE7K)
• AudioCodes Session Border Controllers
• Adtran Session Border Controllers
• Akkadian Provisioning Manager
• UNIMAX Pro
• BOC provisioning platforms
• CUBAC voice administration tools

Preferred Leadership Qualifications:

• Demonstrated leadership experience managing engineering, infrastructure, or technology-focused teams in a complex operational environment.
• Proven ability to translate highly technical requirements into operational execution plans and strategic infrastructure initiatives.
• Experience supporting large-scale system deployments, unified communications environments, and enterprise data center operations.
• Familiarity with ITIL service management practices, change management frameworks, and enterprise incident response processes.

Preferred Technical Certifications: 

• While not required for the leader in this role, familiarity with the following certifications is beneficial to effectively support and guide technical teams:
  • Red Hat Certified System Administrator (RHCSA)
  • VMware Certified Professional (VCP / VCP-Advanced)
  • CompTIA Linux+
  • Cisco CCNA, CCNP, or CCIE Collaboration
  • AudioCodes technical certifications
  • Industry certifications (CCNA, JNCIA, or equivalent)