Offer summary

Qualifications:

Proficiency in PON/GPON architecture, IP backhaul, and FTTH technologies., Strong experience in Ethernet, IP networking, and telecom field., Excellent troubleshooting and network configuration skills, including routers and switches., Bachelor's degree in a related field or equivalent experience..

Key responsibilities:

Lead and manage Tier II/III Technical Support teams.

Serve as the escalation point for technical issues and outages.

Coordinate training and development for technical staff.

Oversee network management and outsourced support services.

Job description

About the Role:
The Network Technical Operations Manager is responsible for leading a team of skilled Tier II and Tier III Technical Support team members to ensure the network and customer services are operating efficiently and without interruption. This position is responsible for the Tier II and Tier III Technical Support staff, escalations, and Network Management. The Network Technical Operations Manager must be proficient in PON/GPON architecture, IP backhaul, Fixed Wireless infrastructure, DWDM backhaul, and Outside Plant Fiber.
They will be responsible for:

Planning, organizing, and managing staff for Tier II/III Technical Support team members
Ensuring the Vero Technical Support and Vero Network Management staff has access to adequate training of the appropriate tools that are needed to perform their job effectively.
Serving as the Technical escalation point of contact for all escalated troubles
Hiring, developing, and retaining a technical staff of customer focused Tier II/III team members to ensure effective operations of the Vero Technical Support team and NOC
Leading and implementing continuous internal training documents for technical skills improvement
Working with internal groups to create procedures that will display a high level of customer service.
Managing outsourced Technical Support Helpdesk (ISPN) to ensure they are providing seamless technical support to Vero customers
Managing Type-II and Off-Net providers to ensure frequent, adequate updates during outages and timely restoration during service interruptions.
Technical understanding of PON/GPON architecture, IP backhaul, Fixed Wireless infrastructure, outside plant fiber and other FTTH technologies
Conducting regular team staff meetings to ensure direct reports are well informed of any policy or procedural changes.
Conducting regular 1x1 meetings with all assigned employees
Setting performance expectations
Implementing program to hire, train and retain members Vero Technical staff
Other duties and projects as assigned by leadership team

Desired Skills and Experience

Strong experience in Ethernet & IP networking, and in the telecom field in general.
Excellent TCP/ IP networking skills.
Experience with MPLS technology
Excellent skills in configuring and troubleshooting routers, switches.
Experience with routing protocols (OSPF, ISIS and BGP).
Experience in PON/GPON architecture, IP backhaul, Fixed Wireless infrastructure, outside plant fiber and other FTTH technologies.
Experience with network diagnostic, monitoring and analysis tools (i.e., Libre, Netcool, SolarWinds).
Solid understanding of Juniper, Calix, Ubiquiti, Cambium network operating systems
Organizational and mentoring skills
Strong troubleshooting skills
Superior customer service skills
Experienced with Sonar ticketing system
Proficiency with Microsoft Word, Excel, Access & Microsoft Visio.