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 operations and customer services. This exciting role involves managing Tier II and Tier III Technical Support staff, overseeing escalations, and ensuring adequate training for the team. You will be responsible for implementing continuous improvement initiatives and managing external support. If you are passionate about networking technologies and customer service, this position offers a dynamic environment where your leadership will directly impact service quality and team performance.

Benefits

PAID Life Insurance

PAID Holidays

PAID Time off

401k with Match

Medical/Dental/Vision Plans

Qualifications

• Strong experience in Ethernet & IP networking, and in the telecom field.
• Proficient in troubleshooting routers and switches, with excellent TCP/IP skills.

Responsibilities

• Lead Tier II/III Technical Support teams to ensure efficient operations.
• Manage outsourced Technical Support Helpdesk and ensure seamless support.

Skills

Ethernet & IP networking

TCP/IP networking

MPLS technology

Router and switch configuration

Routing protocols (OSPF, ISIS, BGP)

Network troubleshooting

Customer service skills

Organizational skills

Mentoring skills

Strong troubleshooting skills

Tools

Libre

Netcool

SolarWinds

Sonar ticketing system

Microsoft Word

Microsoft Excel

Microsoft Access

Microsoft Visio

Juniper

Calix

Ubiquiti

Cambium

Job description

Network Technical Operations Manager - Remote

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:

• PAID Life Insurance
• PAID Holidays
• PAID Time off
• 401k with Match
• Medical/Dental/Vision Plans
• Salary DOE: $85k - $100k plus a potential performance bonus of up to 10%