The Network Technical Operations Manager leads the Tier II and III Technical Support team, ensuring efficient network operations and excellent customer service. Responsibilities include team management, technical escalations, training, and vendor management.
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%
Top Skills
Bgp
Calix
Cambium
Dwdm
Ethernet
Gpon
Ip
Isis
Juniper
Libre
Microsoft Access
Excel
Microsoft Visio
Microsoft Word
Mpls
Netcool
Ospf
Pon
Solarwinds
Ubiquiti
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