Headend Supervisor

ROLE SUMMARY

The Headend Supervisor oversees KCAT's frontline operations team responsible for customer-impact diagnosis, helpdesk triage, device monitoring, and first-level network troubleshooting. This role ensures that every inbound incident (calls, chats, ONU alarms, provisioning errors, IPTV complaints) is processed consistently, documented cleanly, and escalated properly.

The supervisor builds agent competency, enforces SOP discipline, and turns the headend floor into a predictable, Tier-0/Tier-1 operations unit that protects the NOC from unnecessary escalations and improves customer satisfaction.

This is a people leadership + operational control role, not an engineering role.

CORE RESPONSIBILITIES

1. Leadership, Coaching & Performance Management

• Lead and supervise 6 Headend Agents handling helpdesk and real-time device monitoring.

• Conduct QA scoring, coaching sessions, and performance check-ins.

• Implement schedule planning for 24/7 coverage while minimizing overtime.

• Enforce adherence to SOPs, call flows, escalation matrix, and ticketing standards.

• Build a values-driven team based on professionalism, efficiency, community, and integrity.

2. Helpdesk Operations & Customer-Impact Triage

• Ensure agents follow structured diagnostic scripts for:

– LOS/LOF and ONU signal issues

– Basic Wi-Fi/device troubleshooting

– Provisioning errors, TR-069 status, profile mismatches

• Improve FCR (First Contact Resolution) by coaching agents on consistent, repeatable troubleshooting.

• Ensure all customer interactions are documented completely and accurately in ticketing systems.

• Spot recurring customer-facing issues and escalate patterns early.

3. Device Monitoring & L1 Network Diagnostics

• Oversee real-time monitoring of OLT/ONU health, flaps, PON abnormalities, and IPTV service alarms.

• Validate alarms and correlate symptoms before escalating to Tier-2.

• Ensure agents understand and apply L1 diagnostics:

– Signal quality checks

– ROP/ONU performance indicators

– TR-069/ACS reachability

– PON segment behavior

• Maintain a clean escalation workflow with complete notes and severity tagging.

4. Escalation Management & NOC Coordination

• Filter and structure escalations to NOC Lead or Tier-2 engineers.

• Ensure correct classification (device issue vs network issue vs field visit needed).

• Communicate incident impact clearly (affected customers, timestamps, alerts, patterns).

• Coordinate with field crews when onsite dispatch is required.

5. Process Improvement & Documentation Control

• Update diagnostic scripts, SOPs, troubleshooting trees, and knowledge-base articles.

• Maintain historical logs of alarms, patterns, recurring complaints, and PON-level issues.

• Support consultants/NOC Lead in rolling out:

– IPv6/IPoE migration

– Monitoring dashboards

– Provisioning automation

– Digital Edge POP workflows

• Track agent performance metrics (AHT, FCR, QA, escalation quality).

SKILLS & QUALIFICATIONS

(Required)

• 2+ years in helpdesk leadership, L1 NOC operations, or ISP support supervision.

• Experience coaching agents or frontline technical teams.

• Ability to read dashboards (Grafana/Zabbix) at a basic operational level.

• Working knowledge of FTTH operations: ONU/OLT behaviors, provisioning, signal symptoms.

• Strong communication skills—able to translate customer language into technical data.

• Strong discipline in process enforcement and documentation.

(Preferred)

• Experience in telco, ISP, cable, or command-center environments.

• Familiarity with TR-069, PPPoE/IPoE, IPv6 basics, and ACS workflows.

• Pattern recognition skills for L1-level network operations.