Sr Director Operations Engineering - Test & Turnup

Job Summary

Realize optimal customer experiences and network performance by directing the Advanced Services/Operations Engineering team and the Test and Turnup function for customers.  The area of responsibility for this role is very wide and will require thorough knowledge of various company processes. This ideal candidate must be flexible and able to plan many kinds of operational activities ranging from individual customer installs to understanding the need to enhance the production network performance.  This person must be an excellent leader who can discover the most efficient ways to enhance business processes.

Test & Turnup team is responsible for working with customers once their services are completely installed by Service Delivery but were not ready at the time of completion.   This team is also responsible for scheduled customer turn-up events. 

Advanced Services team is responsible for maintaining a high integrity of network performance by acting as an escalation point for various teams and performing various functions from equipment upgrades, scheduled maintenance, and maintaining legacy platforms. 

This position is also responsible for regular process reviews and improvements, and process changes and creation as necessary due to changes in technologies and products or due to organizational changes in the company.

The Director establishes, directs, and maintains the culture of the team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving internal and external customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leader and point of contact for escalated contact resolutions.

Responsibilities

• Instilling a customer-focused, performance-oriented culture in
• Ensure that schedule turn up events are met by the team.
• Maintain high technical integrity across the advanced services team.
• Ensure all network projects managed by the team are met on time and proactive
• Orchestrates the activity of departments in a customer driven market to foster restoration of services when escalated to with minimal internal conflict and maximum customer satisfaction. Guide trouble-shooting efforts during escalations and turn up events, engage the appropriate personnel to resolve service-related issues that are not progressing timely.
• Accomplishes staffing and management objectives by overseeing recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Develop and maintain report policies and procedures including emergency and contingency plans to maintain the health of the Lightpath Network and customer services.
• Provide weekly and monthly reporting related to stated metrics 
• Responsible for maintaining and updating system, product and process knowledge to unsure personnel are trained on new releases and changes.
• Knowledge of a broad range of services, including Optical Services, Ethernet, MPLS, TDM for both voice & data connectivity.
• Responsible for meeting or exceeding company standards pertaining to the quantity and quality of work performed on ongoing basis; as well as performing all work-related tasks in a manner that complies with all Lightpath’s policies and procedures.
• Interact with clients to support our Sales & Service Delivery as well as support/manage the existing customer base.
• Maintain strong inter-personnel skills 
• Chair team meetings regularly to ensure information and feedback is shared bidirectional in a timely manner; and when areas for service improvement are identified and action plans are required.
• Meet corporations service and financial objectives.
• Participates in special projects and performs other duties as assigned.

Qualifications

• Bachelor’s degree in Telecommunication, Engineering, Business, or other related curricula.
• Ten years’ experience within the telecommunications industry, including a minimum of five years management experience with a proven performance in achieving quality employee and customer satisfaction objectives. The candidate should have a thorough knowledge of system design, operational processes, security, fiber, land, and emergent telecommunications technologies.
• Leadership-ability to lead cross-functional teams.
• Excellent communications skills and teamwork.
• Excellent problem-solving skills
• Solid teamwork and interpersonal skills and ability to communicate with customers, agencies, senior management, carriers, and vendors.
• Customer service orientation and high-quality standards
• Able to effectively handle multiple/complex tasks, and able to adjust priorities based on workload and tactical direction.
• Ability to work under pressure and tight deadlines
• Identify the need for business process improvements across all functions
• Ability to persuade and use problem solving conflict resolution skills
• Demonstrate professional work ethic in support of companies values
• Build value in customer relationships and actively strive to increase customer revenues

Technical/Functional Competencies

• Strong written and oral communications skills.
• PC skills (MS Word, Outlook, Excel and PowerPoint)
• Demonstrate ability to interrogate BSS/OSS (Business and Operational Support Systems) system such as Remedy, Alarm Manager, NetCracker, Sales Force or equivalents.
• Maintaining communication within cross-functional departments associated with troubleshooting (Field Services, Inside Plant, Outside Plant/Fiber Network Management, Service Delivery, Engineering, Sales, IT Software Support)