Senior Operations Engineer

Summary

Join Brightspeed as a Senior Operations Engineer in the Broadband NOC, where you will take ownership of the Broadband/DSLAM network topology and Ethernet router/switch equipment. This role demands advanced technical, analytical, and managerial skills to resolve complex network issues and provide technical support. You will proactively lead in service assurance, network reliability, and customer satisfaction, while also mentoring junior engineers. Deep expertise in various broadband platforms and technical documentation is crucial. The position involves collaboration with various teams and external entities, participation in testing and upgrades, and 24/7 on-call availability. Brightspeed offers competitive compensation and comprehensive benefits, including a hybrid remote/office work arrangement.

Requirements

• Possess extensive knowledge and experience in network architecture of Broadband / DSLAM network systems and configurations
• Be a subject matter expert on Ethernet router / switch and ATM network equipment
• Demonstrate knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems
• Show proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels
• Exhibit the ability to effectively communicate across all levels of the business, i.e., suppliers, executive, market unit, technology group, cross-functional work groups, and industry entities: oral, written and presentation skills including Microsoft Office
• Display effective leadership skills, including demonstration of training and/or mentoring activities and subsequent positive impacts
• Hold a 4-year degree in an Engineering, IT, or Telecommunications field or equivalent work experience

Responsibilities

• Proactively provide technical leadership regarding issues related to service assurance and delivery, network reliability, and customer satisfaction
• Conduct high-level analysis and identification of unique, complex, or chronic issues in the Broadband network
• Provide technical management and direction in the resolution of real-time, network-affecting core and peripheral elements, applications, or issues involving malfunction, degradation, and/or failure situations
• Train and mentor lower-level Technical Support engineers and technicians, including the production and delivery of job aids, operational processes and procedures, and technical management methodologies
• Demonstrate in-depth subject matter expertise in hardware/software/database operations for multiple Broadband platforms including, DSL, Fiber Broadband, ATM, and Ethernet
• Showcase subject matter expertise in the production of Technical Support bulletins and alerts
• Review and approve or deny/correct Methods of Procedures (MOP), Network Change Management System documents (NCMS) Task Orientated Practices (TOP), Product Change Notices (PCN), Vendor Manuals, Standard Configurations, etc. relative to quality, accuracy, and reliability
• Provide technical direction of personnel and contractors in Field Operations and Core and Customer Installation, Repair, and Maintenance Centers
• Participate in the evaluation of new features and products via formalized testing and certification prior to deployment, and participation in operational assessments of First Office Applications (FOA)
• Review software upgrade release documentation prior to platform upgrades, participate in regression testing in the supplier and/or Brightspeed lab environment, and successfully manage software upgrade deployments within network elements/platforms
• Actively engage manufacturer or supplier technical support when failure conditions exist within a platform or application that cannot be resolved in a timely manner
• Engage with Staff, Technology Strategy and Development, Integration and Test Lab, Vendor Technical Management, Planning and Engineering, Life Cycle Management, Procurement, Channel Market Units, Project Management, and others relative to platform operation, performance, and management
• Engage with manufacturers, suppliers, industry representatives, and entities
• Be responsible for the completion of Network Maintenance and Software upgrades within maintenance window
• Maintain availability and ability to perform 7x24x365 and on-call duties with limited assistance

Preferred Qualifications

• Possess industry certifications (Business Management or Technical Certification)
• Have awards for operational or customer service excellence
• Have experience working as a technical support specialist
• Have experience working in a Network Operations Center

Benefits

• Competitive compensation
• Comprehensive benefits
• Paid time off programs
• Hybrid remote/office work arrangement
• Competitive medical, dental, vision, and life insurance
• Employee assistance program
• 401K plan with company match
• Host of voluntary benefits