What you’ll be doing...

Verizon is looking for an individual to join their IoT Service Management team responsible for managing the availability, reliability, performance and capacity of IoT applications and end-to-end IoT services. This individual will manage the IoT Service Availability group within this team. This group is responsible for managing and resolving complex end-to-end IoT service issues and improving service levels related to service restoration and issue resolution.

  • Managing ways to improve the customer experience by analyzing data, monitoring KPIs and soliciting feedback/input/updates from key stakeholder and customer facing teams.
  • Handle escalations for internal teams to assist in prioritizing and resolving complex IoT service issues
  • Meeting with the other support stakeholders and analyze data to quantify support performance and identify, plan and drive improvement opportunities to improve efficiency and reduce operational costs including implementation of automation and customer self-service initiatives
  • Providing status updates for customer facing teams and executives regarding service issues.
  • Collaborating with teams across the organization including Support, Operations, Customer Management and Product Management to measure process efficiency and customer experience metrics.
  • Managing the Performance Agreements and Development Plans for the team and schedule an on-call rotations.
  • Holding regular meetings, as a team and with the individual team members, to help improve service issue resolution performance and provide guidance and mentorship.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant experience.
  • Willingness to travel.

Even better if you have:

  • A degree in Computer Science or Engineering.
  • Experience leading remote team.
  • Ten or more years in Tech Support/System Management / Engineering.
  • IoT knowledge and work experience.
  • Knowledge of KPI tools including Netscout, SevOne, and IrisView.
  • Knowledge of LTE, IMS, VoLTE and IoT connectivity and provisioning call flows.
  • Project management experience, with strong leadership skills and the ability to drive teams to consensus.
  • Knowledge of cloud computing, Network Functions Virtualized (NFV), and Software Defined Networks.
  • Experience driving automation initiatives.

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.