What you’ll be doing...

You’ll provide leadership and support to oversee the sustainability of the nation’s largest and most reliable 4G network. Your role will involve leading and developing a high-performing team to effectively perform network management responsibilities, drive project completion, and ensure our effectiveness in responding to real-time escalation issues. We are constantly innovating to enhance the customer experience and you can play a vital role in changing the way our customers live, work, and play. The candidate will be part of a management team that supervises bargained employees in resolving both CPE and network problems experienced by 9-1-1 Public Safety Answering Points (PSAPs). The candidate will primarily supervise the 4PM-12AM shift and will be expected to cover out-of-hours and weekend tours on a rotating basis.

  • Understanding the importance of sense urgency when dealing with 911 issues that may impact public safety and the ability for 911 call takers to answer 911 calls.
  • Leading, motivating, and developing a high performing team while driving change to meet strategic business goals.
  • Proactively monitoring the network and effectively handling Tactical Outage, Situational Management, and Unplanned Outage Events.
  • Providing technical assistance and communicating technical information and status to customer service centers, technical support organizations, and management teams.
  • Developing and implementing global response plans to network-impacting events.
  • Sharing best practices and mentoring to share knowledge of telecommunications equipment and technologies.
  • Supervising a team of employees in their daily functions.
  • Monitoring ACD and ticket work lists to ensure timely responses and quality work.
  • Handling external customer escalations in a professional manner and escalate internally to obtain desired results.
  • Coaching and developing team members to improve performance.
  • Participating in conference calls and maintenance bridges as needed.
  • Analyzing data and developing reports as needed.
  • Recognizing the need for sense of urgency when handling issues that may impact public safety and 9-1-1.

What we’re looking for...

You thrive in environments where your strong leadership skills, business acumen, and technical expertise are keys to driving the success of multifunctional teams. The full life cycle of performance network management and working within its established procedures and communication requirements is motivating work for you. No stranger to succeeding in a fast-paced environment, you juggle competing priorities with ease. People count on you for your ability to build relationships at all levels and communicate clearly to business and technical audiences alike.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience in managing multidisciplinary teams and organizational budgets.

Even better if you have:

  • Bachelor’s degree in business administration, business management, engineering or any other related discipline.
  • Experience in the telecommunications industry.
  • Operations experience.
  • Knowledge of network equipment and systems.
  • Knowledge of routing protocols (MPLS, LDP, BGP, IS-IS, OSPF) tools. Experience with Verizon internal systems (i.e. Espresso, ETMS, vRepair, BAAIS National, Smarts, OASIS, MASTARS, F & E, Netpro, MECCA, TCOMS, Lotus Notes).
  • Experience managing complex processes and driving results.
  • Ability to recognize technical problems.
  • Ability to coach others.
  • Ability to multi-task.
  • Knowledge of the 9-1-1 network or experience in an MCO and/ or a Call Center environment.
  • Knowledge of vRepair(CoA), WFA, Tirks and/or ETMS.
  • Ability to use Google and Microsoft Office products.
  • Demonstrated srong written and verbal communications and presentation skills.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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.