What you’ll be doing...

The Technical Program Management function is accountable for the post-sales relationship with the client; overseeing the operational health of Verizon Services from delivery through lifecycle support. As a Technical Program Manager (TPM) you provide consulting and technical liaison services between the customer, various third parties, and Verizon organizations as required to govern the technical relationship between Verizon and the customer. You will provide reporting relative to contractual commitments and service level agreements and objectives. You will be responsible for the establishment and coordination of customer specific service plans with strategic focus on continual service improvement when necessary. This role is based on-site in Cary, NC following our return to work transition.

  • Provides post-sales support, lifecycle relationship, governance and support of an assigned client base of complex services.

  • Provide analytical support to solve a wide range of issues or problems.

  • Provide business continuity and risk mitigation consulting, technical problem management, proactive technical support, develop technical reporting, and deliver network performance reviews.

  • Accountable for the Service Relationship and the overall client satisfaction with Verizon.

  • Provide business continuity and risk mitigation consulting including the development of a network design strategy to provide network optimization and diversity.

  • Identify, document, and maintain critical locations, circuits and design characteristics.

  • Provide technical problem management services including identification of chronic or complex service issues, perform in depth root cause analysis, develop continual service improvement plans and oversee remediation.

  • Prepare and conduct periodic technical service reviews and develop related reporting, to include graphical diagrams of network design.

  • Provide proactive technical support to include updating and managing Verizon proactive notification profiles, Verizon MASTARS inventory and profile, critical circuit inventory, complex change management requests, and mapping of new technology solutions to business problems.

  • Prepare and deliver Day-2 operations documentation by collaborating with the customer, third parties, and Verizon support teams to support Customer’s on-going technical operations.

  • Conduct periodic technical reviews and develop related reporting, to include graphical diagrams of network design.

  • Provide customer training and resources on the use of Verizon trouble management and network management tools in addition to escalation procedures.

  • Understand contracts and defined KPIs and implement action plans when metrics fall below agreed targets.

  • Maintain a thorough understanding of Verizon Products & Solutions.

  • Support the Verizon Credo through adherence to company policies, processes and practices.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.

  • Three or more years of relevant work experience.

  • Experience in a post-sales customer support role.

Even better to have:

  • Strong written and verbal communication skills.

  • ITIL Certification.

  • Strong technical skills.

  • Knowledge of MPLS, SCI, Dedicated Internet, VoIP, Incident Management Process, Problem Management identification, along with troubleshooting skills.

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.