What you’ll be doing...

This position has the responsibility of overseeing a team of highly skilled Tier 2 engineers maintaining Verizon's ethernet/data environment. This position works directly with executive leadership within the customer environment, in addition to similar leadership within Verizon and various partner engagements (both Verizon- and customer-owned). Other responsibilities will include people and leadership development, project management and being able to present technical concepts to a diverse audience. The successful candidate should be a strategic thinker, customer focused, with a passion and successful track record of building a world class team.

  • Managing a global operations team.
  • Acting as the primary escalation contact for customers, sales/service teams, professional services and executive management.
  • Monitoring and redirecting staff efforts and resources as appropriate to maximize staff utilization and ensure adherence to SLA/SLO deliverable requirements.
  • Identifying and acting upon opportunities to reduce costs and increase productivity.
  • Identifying and acting upon opportunities for process improvement.
  • Managing incidents and MACD to customer SLA’s. SLO’s and KPI’s.
  • Engaging peer organizations to resolve customer incidents.
  • Coordinating with program management
  • Partnering with the sales organizations to identify and solution new and expanded customer opportunities.
  • Collaborating with product marketing and peer organizations on product development.
  • Interfacing directly with customer personnel at all levels to provide consistent, high quality operations support.
  • Conducting periodic operations reviews with customers, sales/service teams and executive management to maintain a focus on operational excellence.
  • Holding regular meetings with team members.
  • Monitoring team performance and ensuring development and/or improvement plans are implemented when necessary in accordance with HR guidelines.
  • Curation of training curriculum based on customer solution specifications and employee needs.
  • Ensuring all staff complete training against assigned curriculum roadmaps in a timely manner.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree in Engineering, Computer Science or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience or specific skills related to: technology adoption, software development, business process optimization, automation.
  • Willingness to travel.

Even better if you have:

  • A degree.
  • Six or more years of experience in telecommunications or Technology Company.
  • Understanding of communications products and networking technologies in order to be able to understand technical issues that are being escalated.
  • Knowledge of business processes (e.g. ITIL, Project Management) and the impact thereof on the technical environment.
  • Independent thinking; demands full use and application of principles, theories, concepts and technologies.
  • Strong leadership and team-building capabilities through experience in leading teams or projects to successfully achieve measurable results.

#CustomerOperations

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.