Telecom Operations & Solutions Analyst

Pailin Group Psc; Pennsylvania; On-site; USD 85,000 - 110,000; Full time

Job summary

A telecommunications solutions provider in Pennsylvania is seeking a Telecom Operations & Solutions Analyst. The role involves managing customer support for complex programs and processes, overseeing technical training for teams, and working closely with cross-functional departments. The ideal candidate will have a minimum of 10 years' experience in the North American telecom sector and strong knowledge of provisioning processes. Competitive compensation is offered along with professional development opportunities.

Qualifications

• Minimum of 10 years’ experience in North American telecom sector.
• Extensive knowledge of carrier provisioning and maintenance processes.
• Understanding of transport protocols such as MPLS, VPLS, RPR, SONET and IP Telephony.

Responsibilities

• Manage support of complex programs and processes.
• Train and coach teams on order processing and maintenance support.
• Analyze process flows and recommend solutions to drive customer satisfaction.

Skills

Carrier provisioning knowledge

Customer support

Technical training

Cross-functional teamwork

Education

Undergraduate degree in Network Technology or related field

Tools

ACMS

EFMS

IOL

POCITS

SOTS

AFM

ADW

Job description

Overview

The Telecom Operations & Solutions Analyst is a customer facing role that manages the support of moderate to complex programs and processes. The candidate will train, coach and lead teams on Voice, Transport, Ethernet, IP and Cloud based order processing and maintenance support. Responsible for timely communication and support of assigned programs, providing oversight for solutions offered to existing or prospective clients. The Telecom Operations & Solutions Analyst I ensures that project requirements are met and delivered per customer expectations.

Work with cross functional teams to understand current challenges that may impact Provisioning, Customer Care and Technical Operations. Analyze process flows and recommend solutions that drive customer satisfaction and expand the scope of services (BPO and/or automation) Sequential Tech provides to each client.

Act as a Subject Matter Expert (SME) and technical resource for Operations, Sales & Client Delivery teams. Keep support documentation current and assist in fostering the team’s understanding of optical theory, transport technologies and the operation of transport systems. Assess requirements and provide ongoing training on key technologies and new products as needed. Responsible for supporting the training and on-boarding of new analysts and other team members as required.

Work closely with our client’s Provisioning, Network Planning, Cost of Access and Construction & Engineering departments to determine when capacity is under or over utilized on network elements to resolve capacity and costing issues.

Research provisioning records and circuit designs on the client’s network to obtain cost savings and network grooming at all service levels of TDM, OCx and Ethernet speeds. Identify services that have expired from term, analyze needs for the service, and re-term or disconnect. Troubleshoot problematic orders or design scenarios to resolve rejections or jeopardy situations.

Additional Skills/Requirements:

Candidate must have extensive knowledge of carrier provisioning and maintenance processes.

Must be proficient in ACMS, EFMS, IOL, POCITS, SOTS, AFM & ADW.

Understanding of transport protocols such as MPLS, VPLS, RPR, SONET and IP Telephony.

Thorough understanding of TDM circuit operations, including test access, circuit testing, line coding and framing of DS1’s through OC192’s.

May require occasional travel by plane or automobile to client sites or to attend corporate events.

Education and/or Experience:

Minimum of 10 years’ experience as an employee of a North American LEC/CLEC/IXC/ISP required . Applicants without this prerequisite will not be interviewed.

Undergraduate degree preferred in Network Technology or related field.

Must have previous experience interfacing with and training offshore teams.

TO APPLY - Please forward resume along with compensation requirements to Amanda Sonus at [e-mail]