1 день назад
Manager, Service Assurance (Fiber Network)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Manager, Service Assurance (Fiber Network) (Telecommunications): Supervising technicians delivering proactive and reactive repair, monitoring, troubleshooting, escalation management, and service restoration for enterprise and wholesale network customers with an accent on fiber-optic and transport networking technologies. Focus on coordinating 24/7 repair operations, resolving service-affecting incidents, developing procedures, and improving team performance and productivity.
Location: Works from home in Charlotte, North Carolina, United States
Company
provides broadband internet services and is upgrading copper networks to fiber optic technology across rural markets in the Midwest and South.
What you will do
- Directly supervise technicians handling proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination, and service restoration.
- Schedule daily activities, assign tasks, manage staffing, and coordinate employee training.
- Manage escalations involving customers, vendors, local exchange carriers, and internal workgroups, driving issues through resolution.
- Monitor team performance, review operational reports, and provide weekly and monthly metrics to management.
- Plan and implement procedures that improve productivity, reduce costs, and support timely service delivery.
- Participate in an on-call rotation for after-hours escalations involving employees, customers, or management.
Requirements
- 10+ years of related experience.
- Understanding of transport and internetworking technologies, including DDS, DS0, DS1, ISDN PRI, DS3, Ethernet, SONET, and optical systems.
- Experience with 24/7 repair call center operations, including nights, weekends, and holidays.
- Strong written and verbal communication skills for working with employees, customers, and partners.
- Ability to develop and implement processes, delegate work, develop employees, and maintain high performance standards.
- Working knowledge of Microsoft Office, Outlook, and Teams.
Nice to have
- Associate's degree in a related field or equivalent experience.
- Previous lead or supervisory experience.
- Ability to adapt quickly in a dynamic environment with changing requirements.
Culture & Benefits
- Remote and hybrid work arrangements are available depending on the position and business needs.
- Medical, dental, vision, and life insurance.
- Employee assistance program and 401(k) plan with company match.
- Paid time off and additional voluntary benefits.
- Commitment to diversity, equity, inclusion, and accessibility.
- COVID-19 vaccination is required, subject to applicable legal accommodations.
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