Network Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a primary contact for network-related inquiries and escalations from different departments or clients.

• Manage all incidents, emergency maintenance tasks, relocations, and urgent client requests on a 24/7 basis to ensure prompt and effective responses to trouble tickets and inquiries.

• This role involves direct interaction with Vero NOC, local repair and maintenance contractors, and customer operations representatives (NOC, local operations teams, etc.), as well as the preparation of MOPs (if necessary) and RFOs.

• Coordinate with Vero’s outsourced NOC, focusing on enhancing end-user customer satisfaction and promoting continuous process improvements.

• Supervise all scheduled maintenance activities, including MOP preparation (with contributions from fiber engineering and OSP resources), scheduling maintenance windows with clients, and ensuring timely completion of maintenance tasks.

• Participate in the on-call rotation for the Vero Operations team.

• Engage in the development of policies and procedures aimed at maximizing system uptime, performance, and security.

• Collaborate with team members to deploy and integrate various network technologies and systems.

• Conduct regular network evaluations to pinpoint areas for enhancement and risk mitigation.

⛳️ Requirements

• Over 5 years of experience in fiber network operations, including previous supervisory roles.

• Comprehensive knowledge of standard fiber network troubleshooting, repair, maintenance procedures, network protocols, and security measures.

• Proficient in platforms utilized for managing network infrastructure and billing, such as ArcGIS, Google Earth, QGIS, and Zoho CRM.

• Experience in preparing MOPs, process flows, and customer presentations, with a strong emphasis on analytics and executive summaries.

• Skilled in communicating with high-profile clients during emergency maintenance situations, including the preparation and dissemination of post-event RFOs and RCAs.

• Strong focus on process and documentation with an aim for continuous improvement, along with excellent written and verbal communication skills.

• A Bachelor’s degree is preferred.

🏝️ Benefits

• Paid life insurance.

• Short-term disability insurance.

• Paid medical plans.

• Paid time off (PTO).

• Paid holidays.

• Options for dental and vision insurance.

• 401(k) plan with matching contributions.