Network Technical Operations Manager - Remote

Vero Networks; United States; Remote; USD 85,000 - 100,000; Full time

Job summary

An established industry player is seeking a Network Technical Operations Manager to lead a skilled team in ensuring efficient network and customer service operations. This pivotal role involves managing Tier II and Tier III Technical Support, overseeing escalations, and implementing training programs for continuous improvement. The ideal candidate will possess strong expertise in Ethernet, IP networking, and PON/GPON architecture, along with exceptional troubleshooting and customer service skills. Join a dynamic environment where your contributions will significantly impact service delivery and customer satisfaction.

Benefits

PAID Life Insurance

PAID Holidays

PAID Time off

401k with Match

Medical/Dental/Vision Plans

Qualifications

• Strong experience in Ethernet & IP networking in the telecom field.
• Excellent troubleshooting skills and customer service abilities.
• Proficient in PON/GPON architecture and network management.

Responsibilities

• Lead a team of Tier II/III Technical Support staff for efficient operations.
• Manage escalations and ensure effective training for the team.
• Oversee outsourced Technical Support Helpdesk for seamless service.

Skills

Ethernet & IP Networking

TCP/IP Networking

MPLS Technology

Router and Switch Configuration

Routing Protocols (OSPF, ISIS, BGP)

PON/GPON Architecture

Network Diagnostic Tools

Juniper, Calix, Ubiquiti, Cambium OS

Organizational Skills

Customer Service Skills

Tools

Libre

Netcool

SolarWinds

Sonar Ticketing System

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Visio

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.

What we Offer:

• PAIDLife Insurance
• PAIDHolidays
• PAIDTime off
• 401k withMatch
• Medical/Dental/Vision Plans
• Salary DOE:$85k -$100k plus a potential performance bonus of up to 10%