Senior Global Network Manager - Fiber to the Tower

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Senior Global Network Manager - Fiber to the Tower (FTT) to provide direction, leadership, and supervision of Network Control Centre (NCC) responsible for support of Zayo's entire suite of product and services.

Responsibilities:

• Develop, mentor, and train the NCC staff and management.

• Ensure Team is meeting/exceeding SLAs mandated by Senior Management.

• Seek to improve processes and procedures with the goal of delivering the highest level of service to our customers.

• Develop, document, implement, and maintain processes and procedures for the day-to-day operations with NCC management's guidance.

• Promote a strong culture committed to service quality through the successful execution of repeatable, well-designed processes.

• Monitor the status of FTT alarms, alerts, service tickets, and processes to ensure daily dispatches and repairs are being completed timely.

• Communicate policy and procedural changes to the NCC staff.

• Make recommendations for changes and improvements and communicate them to the NCC management team.

• Generate reports for the NCC management team in regards to FTT service availability, MTTR, overall customer and network volumes.

• Oversee and manage special projects as needed.

• Maintain WorkCentre objectives as assigned by the NCC management team.

• Ensure continual process improvement within the NCC, including but not limited to automation of NCC tasks and reporting, initiatives, and routine administrative tasks.

• Maintain communication with the NCC management team during outages until issues are resolved.

• Develop and drive improvements to processes and procedures utilizing root cause analysis.

• Identify and interview candidates for the NCC team as needed.

• Monitor FTT customer/network work queues to ensure 100% compliance with SLAs and to ensure all cases are being assigned on a daily basis.

• Ensure that NCC Technicians are working FTT network and customer outages as efficiently and effectively as possible to meet customer and NCC expectations.

• Daily review of the NCC shift hand-off report to ensure that dispatches, tasks, and maintenance projects are consistently completed on time.

• Assist with administering performance reviews.

• Periodically required to be on call and/or work various shifts (such as weekends and/or different shifts) as negotiated with their direct superior and peers.

Qualifications:

• Bachelor's or Associate degree from a technical school in a related field; four years related experience and/or training; or an equivalent combination of education and experience required.

• Previous Management/Leadership experience is a must

• Experience as team leader or supervisor strongly preferred.

• Experience with accounting software, contact management systems (i.e. Salesforce, ServiceNow, etc.) and Microsoft Office required.

• Analytical thinking and ability to problem solve required.

• Ability to manage and coordinate complex projects required.

• Ability to review fiber network drawings and determine area of damage based on (OTDR) Optical Time Domain Reflectometer traces required.

• Understanding of fiber and cable characteristics required.

• Familiarity with fiber optic and cable installation and maintenance handling required.

• Must possess the ability to manage customer situations. Ability to respond in a professional manner to customer complaints and issues required.

• Ability to clearly communicate both verbally and written required.

• Extensive knowledge of Transmission and TCP/IP standard telecommunication practices and technologies.

• Fundamental Ethernet and IP Networking skills.

• Familiarization with BGP, OSPF, RIP, MPLS, VPLS, ELAN, ELINE Spanning Tree Protocols.

• Experience with Cisco and Juniper Operating Systems preferred.

• Understanding of FTT architecture and network issues preferred.

Estimated Base Salary Range: $108,500 - $140,000 USD/annually.

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The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.