Network Operations Manager

Major Incident Manager

We are seeking a highly motivated and experienced Major Incident Manager to provide top-tier incident management for Client's Business Federal customers. In this role, you will leverage your extensive knowledge of domestic and international telecom services (data, voice, IP, managed services) to drive major outage issues and ensure a positive customer experience. You will act as a customer advocate, collaborating with internal teams and external partners to drive timely and effective resolutions while keeping our customers updated on resolution progress.

Key Responsibilities

• Provide proactive and reactive incident management for Company's Business customers, utilizing your deep understanding of network infrastructure and service offerings.
• Demonstrate expertise in troubleshooting and resolving technical issues related to data, voice, IP, and managed services, leveraging your knowledge of support systems.
• Proactively communicate with customers throughout the incident management lifecycle, providing timely updates and managing expectations effectively.
• Collaborate with internal technical teams, sales teams, and external partners to escalate issues, facilitate conference bridges, and drive root cause analysis.
• Champion the use of Company's automation tools, such as VEC, email statuses, and e-bonding, automation to streamline processes and improve efficiency.
• Demonstrate a proactive approach to problem-solving, identifying chronic issues and developing action plans to prevent recurrence.
• Participate in an on-call rotation to provide after-hours and weekend support to customers as needed.

Qualifications

• Minimum 5 years of experience in a telecommunications customer support environment, with a proven track record of resolving complex technical issues.
• Comprehensive understanding of Company's domestic and international telecom services, including data, voice, IP, and managed services.
• Strong analytical and problem-solving skills, with the ability to analyze circuit statistics and formulate action plans.
• Excellent interpersonal, written, and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Bachelor's degree in a related field or equivalent experience preferred.

The typical base pay for this role across the U.S. is: $45.00 - $48.27/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.