Network Operations Manager

This position is responsible for managing operational aspects of Vero’s network across multiple states. Candidates should have a proven track record of managing network operations for metro and/or longhaul fiber networks. This position will have responsibility for all aspects of network operations, including NOC management, outage response and scheduled maintenance activity. Reports to SVP of Operations.
ROLE AND RESPONSIBILITIES
Key responsibilities include:

• Serve as a point of contact for network-related issues and escalations from other departments or customers
• Management of all incidents, emergency maintenance activities, and urgent customer requests on a 24/7 basis to ensure timely and effective response to trouble tickets and inquiries. Includes interfacing directly with Vero NOC, local repair/maintenance contractors and customer operations contacts (NOC, local operations teams, etc.), as well as preparing MOPs (if required) and RFOs.
• Coordination with Vero’s outsourced NOC, with a focus on end-user customer satisfaction and continuous process improvement
• Management of internal and external communication and escalation processes
• Oversee all scheduled maintenance activity, including preparation of MOPs (with input from fiber engineering and OSP resources), scheduling maintenance windows with customers and timely completion of maintenance work.
• Manage on-call schedule for Vero Operations team
• Participate in development of policies and procedures to maximize system uptime, performance, and security
• Collaborate with other team members to deploy and integrate network technologies and systems
• Conduct periodic network assessments to identify areas of improvement and risk mitigation

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• 3+ years’ experience in fiber network operations, prior supervisory experience is beneficial
• Thorough understanding of industry standard fiber network troubleshooting, repair and maintenance procedures, network protocols and security
• Understanding of fiber network design, construction, and documentation standards and principles
• Experience preparing MOPs for scheduled maintenance activities
• Experience communicating with high-profile customers during emergency maintenance events, including preparation and communication of post-event RFOs
• BS degree preferred

PREFERRED SKILLS

• Strong analytical, problem solving and organizational skills
• Strong process and documentation orientation, with a focus on continuous improvement
• Strong written and verbal communication skills
• Strong background in Google Suite (Sheets, etc.), Google Maps, Google Earth

WHAT WE OFFER

• PAID Medical
• PAID Medical Leave
• PAID Holiday
• PAID Time Off
• 401k Match
• Vision and Dental Plans
• Salary DOE: $90k - $100k