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
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