Senior Director Engineering Operations

Job Description

Job Description

Position Summary

The Sr Director of Network Engineering is responsible for the strategic leadership, operation, reliability, and performance of the company's Fiber-to-the-Home (FTTH) network infrastructure, IT Network, Commercial, Voice, and Systems. This role oversees Network Operations Center (NOC) functions, service delivery engineering teams, network performance, service assurance, and commercial/business services delivery. The Sr Director ensures the availability, scalability, security, and operational excellence of transport, access, IP, voice, business service networks, facilities, and fiber while driving customer satisfaction and operational efficiency.

This leadership position collaborates across Engineering, Operations, Customer Care, Construction, Project Management, and Sales to support residential and commercial growth initiatives while maintaining industry-leading network performance and service levels.

Key Responsibilities

Network Engineering Leadership

• Develop and execute the company's network engineering strategy aligned with business objectives and growth plans.
• Operations support for FTTH, IP, transport, commercial service networks, fiber plant, facilities, and systems
• Manage operational KPIs, Metrics, and network reliability measurement
• 3rd party vendor management
• Maintain budget alignment and accountability
• Ability to respond to critical network outages and emergencies and participation in executive escalation as needed.

Network Operations Center (NOC) Management

• Provide leadership and oversight for 24x7 NOC operations supporting all areas of the network ecosystem
• Establish operational procedures, escalation protocols, and incident management practices.
• Monitor network availability, performance, and service quality metrics.
• Drive rapid identification, isolation, and resolution of network outages and degradation events.
• Ensure effective coordination of major incident response activities.
• Develop service restoration and disaster recovery procedures.
• Oversee maintenance windows, software upgrades, and change management processes.
• Maintain network uptime targets and operational KPIs.
• Manage Network Change and Root Cause Analysis
• Technical Expertise in: GPON, XGS-PON, Fiber-to-the-Home (FTTH) architectures, DWDM and Optical Transport, SIP and VoIP Technologies

Commercial Services Support

• Lead the technical provisioning and delivery of commercial customer services including Dedicated Internet Access (DIA), Ethernet Services (E-Line, E-LAN), Fiber, Hosted Voice and SIP Services, and Managed Network Solutions
• Collaborate with Sales Engineering and Account Teams on efficient customer activation and support
• Ensure SLA commitments are achieved for commercial customers.
• Improve service activation intervals and customer onboarding processes.
• Oversee business customer service assurance and escalation management.
• Voice network support

Team Leadership & Development

• Lead and mentor Network Engineering, NOC, and Service Support teams.
• Create a culture focused on accountability, innovation, and continuous improvement.
• Develop succession plans and employee growth opportunities.
• Establish performance objectives and professional development plans, develop key KPIs
• Foster collaboration between engineering, field operations, customer care, and commercial teams.

Required Qualifications

Education

• Bachelor's degree in Telecommunications, Computer Engineering, Electrical Engineering, Information Technology, related field, or experience equivalent

Experience

• 10+ years of progressive telecommunications network engineering experience.
• 5+ years of leadership experience managing engineering and operational teams.
• Experience within Fiber-to-the-Home (FTTH), ISP, or telecommunications environments.
• Proven experience leading Network Operations Centers (NOC).
• Experience delivering commercial and enterprise telecommunications services.
• Strong background in IP networking, transport, and access technologies.