Role Description Network Technical Center (NTC) provides Level 2 (L2) operational support for the organization’s global network and U.S.-based telephony infrastructure. The team is responsible for 24x7 monitoring, incident response, troubleshooting, and operational health of network and telephony components, with a strong focus on proactive detection, SLA adherence, and service stability. NTC analysts monitor and support routers, switches, firewalls, WAN circuits, wireless infrastructure, and telephony platforms, working closely with Network Services, vendors, and other ET support teams to resolve incidents and restore service quickly. Qualifications - Networking protocols - Network operations center - Network monitoring - Network operations - Troubleshooting - Monitoring tools Requirements - Provide 2nd level network and telephony support which includes delivery of services (ServiceNow\ITSM) and working with our internal support teams to meet the enterprise business needs of customers. - You must be a self-starter. - This will include but is not limited to troubleshooting incidents, monitoring the network (cool alerts), providing escalation support for the first line Helpdesk to our Level 3 Network, Firewall, and Telephony (Avaya) Incidents. - The role will also include opening tickets with vendors\carriers and hardware vendors for circuit outages and hardware failures. - This position may also perform low risk changes. - Working knowledge of routing protocols. - Ability to interpret basic handshakes in a packet capture. - Ability to understand application flows within a network. - Experience in configuration of Cisco switches and routers. - Experience with Juniper Mist. - Experience in Palo Alto firewalls. - Basic AWS/Azure cloud network knowledge. - Experience in phone system administration. Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Company Description This is a Contract position based out of Cedar Rapids, IA. The pay range for this position is $25.00 - $29.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: This is a fully remote position. This position is anticipated to close on May 8, 2026.

Role Description The Supervisor, Global Network Operations Center serves as the front-line technical and operational leader for the Network Control Center (NCC) during assigned shifts. This role is responsible for guiding NCC and CSC technicians, ensuring effective incident escalation, workflow efficiency, and timely resolution of both network and customer-impacting issues. In addition to overseeing technical operations, the Supervisor acts as a mentor, leads complex restoration efforts, and serves as the key liaison to senior leadership. Responsibilities - Leadership and Oversight: - Supervise and coordinate activities for assigned workers. - Execute on operational standards and best practices. - Ensure proper escalation and resolution processes are followed. - Oversee the incident management process, team members involved in resolving the incident, driving ticket management analysis and follow-up until closure. - Drive resolution of outages and work in close collaboration across multiple functions within the organization. - Drive resolutions for customer complaints within service level agreements and ensure effective operational performance and management. - Assist in driving resolutions for fiber and lit services providers within service level agreements and ensure effective operational performance and management. - Provide technical leadership for resolving critical and complex network issues. - Drive root cause analysis for recurring network problems and implementation of identified corrective actions for continuous improvement and focus. - Manage workflows and prioritize tasks to ensure smooth NCC operations. - Track and report on key performance indicators (KPIs) for network operations. - Escalate complex issues as required and determine root-causes for failure and develop corrective action. - Training and Development: - Mentor and coach technicians at all levels to enhance their skills and knowledge. - Facilitate training sessions and create educational materials for NCC staff. - Communication and Collaboration: - Administer internal, external, and customer incident escalations and follow-ups as well as process adherence. - Administer leadership escalations and communicate updates across all organizational levels. - Collaborate with other departments to align objectives and streamline processes. - Under the direction of assigned Manager, draft Executive Outage Communications for Senior Leadership and Executive Manager Teams across the company. - Communicate updates on network performance and critical incidents. - Participate in cross-functional meetings to address network challenges and improvements. Qualifications - Able to prioritize and manage multiple incidents simultaneously, ensuring incidents are managed quickly and efficiently to resolution. - Knowledge of Telecommunications Support Platforms (Inventory, Alarm Management, Ticketing, and automation support platforms). - ITIL certification and/or experience preferred. - Strong organizational, communication, and decision-making skills. - Proven record of accomplishment of delivering results and driving continuous improvement. - Ability to review fiber network drawings and determine area of damage based on Optical Time Domain Reflectometer traces. - Understands fiber and cable characteristics. - Familiar with fiber optic and cable installation and maintenance handling. - Strong customer service skills with the ability to manage sensitive or high-impact customer situations professionally. - Ability to clearly communicate both verbally and in written communication. - Ability to work varying shifts, to support the needs of the business. Requirements - High school diploma or equivalent required. - Associate’s degree in telecommunications, network operations, leadership, or technology, preferred. - Five to seven (5-7) years of related experience and 0-1 year of experience in a leadership capacity. - Extensive knowledge of Layer 1 network technologies, equipment, and management systems. - Experience supporting incident management and restoration for optical transport and dark fiber networks. Benefits - Excellent Health, Dental & Vision Insurance - Retirement 401(k) Savings Plan - Generous paid time off policy including paid parental leave

• Manages employees by supporting, coaching, training, assisting with time management and performing evaluations; should conduct regular meetings with all direct reports. • Serves as a subject matter expert on out-of-network reimbursement trends, data analytics, and arbitration performance. • Oversees and performs advanced data analysis using tools such as SQL, Tableau, and Power BI to identify payment trends, performance gaps, and process improvement opportunities. • Designs and develops automated reports, dashboards, and data visualizations that translate complex data into actionable business insights. • Partners with business intelligence, payor analytics, and operational teams to define metrics, design analytical frameworks, and optimize arbitration strategies. • Develops and maintains standard operating procedures (SOPs), process documentation, and training materials related to analytical and operational workflows. • Leads the creation and continuous improvement of data models, automation tools, and performance tracking mechanisms to support KPIs and measure business outcomes. • Supports strategic initiatives by providing analytical insights and operational recommendations to senior leadership.

• Independently plan, scope, and deliver network infrastructure projects and operational improvements end-to-end. • Define and maintain standards, runbooks, and best practices for Network administration across all supported platforms. • Proactively identify and propose improvements to Network management processes, tooling, and architecture. • Provide technical leadership to the Network Operations team of approximately 6 people. • Ensure the stability, availability, performance, and continuous improvement of the global network infrastructure. • Support and coordinate network operations across Europe, Asia, and the Americas. • Act as the technical escalation point for critical incidents, root cause analysis, and complex troubleshooting. • Improve and automate operations. • Collaborate closely with other technical teams and management stakeholders to ensure smooth and aligned operations. • Define and promote operational standards, best practices, and continuous improvement initiatives. • Oversee and optimize network monitoring, observability, and management tools. • Evaluate new Network technologies, versions, and configurations to drive efficiency and reduce operational risk. • Contribute to automation efforts for provisioning, patching, monitoring, and routine maintenance tasks. • On Call support.