Lead Commercial Technical Operations

Wide Open West

Tampa, Florida

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JOB DETAILS

SKILLS

Billing, Coaching, Computer Science, Consulting, Documentation, Identify Issues, Information Technology & Information Systems, Knowledge Base, Knowledge Management, Leadership, Mentoring, Network Administration/Management, Network Operations Center, On Site Support, Open Systems Interconnection (OSI), Operational Support, Operations Processes, Performance Management, Physical Security, Problem Solving Skills, Product Programs, Security Equipment, Service Delivery, Technical Leadership, Technical Operations, Technical Support, Telecommunications, Trouble Tickets, Wholesale Industry

LOCATION

Tampa, Florida

POSTED

Today

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

About the Company

Wide Open West

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