Network Operations Manager

Operations Manager, Network Operations

This position is responsible for managing operational aspects of Vero's active networks 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 the Director of Network Operations.

Responsibilities

• Serve as a point of contact for network-related issues and escalations from other departments or customers
• Management of all incidents, emergency maintenance activities, relocations, 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
• 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.
• Serve in the 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

Required Qualifications

• 5+ years' experience in fiber network operations, with prior supervisory experience
• Thorough understanding of industry standard fiber network troubleshooting, repair and maintenance procedures, network protocols and security
• Experience with platforms used to manage network infrastructure and billing, such as ArcGIS, Google Earth, QGIS, Zoho CRM
• Experience preparing MOPs, Process Flows, Customer Presentations with a strong mindset towards analytics and executive summaries
• Experience communicating with high-profile customers during emergency maintenance events, including preparation and communication of post-event RFO's and RCA's
• Strong process and documentation orientation with a focus on continuous improvement, and strong written and verbal communications skills
• BS degree preferred

Job Details and Physical Requirements

• Travel at 10% or less
• Must be authorized to work in the United States.
• This is a staff position.
• This is an Exempt position.
• This is a Full-Time position.
• This is a Remote position.
• The schedule for this position is Monday through Friday with occasional weekend availability as needed to fulfill the core duties of the role.
• This position requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment.
• This position requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time.

Compensation and Benefits

• Base pay is paid at an annual salary rate. The range for this position is $95,000 to $105,000 depending on experience.
• Paid life insurance, short-term disability insurance, paid medical plans, PTO, holidays.
• Dental and vision options.
• 401(k) with match.

About Vero

Vero was founded in 2017 with a focus on bridging the digital divide by serving schools and libraries in unserved and underserved areas. We have also established a fiber to the premises business that directly serves residential and small business customers in underserved regions. In addition, we now serve a small subset of large business and wholesale customers - which we typically use as a springboard for our consumer focused services for underserved communities. Our management team brings decades of experience in building and operating fiber networks for various customer segments, including residential, business, and wholesale clients.