Network Technical Operations Manager

February 15

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Vero Networks

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Vero Networks is a broadband service provider offering fast, reliable, and affordable fiber internet to both residential and business customers. The company emphasizes a simple pricing model with no contracts or hidden fees, aiming to enhance online experiences through effective customer service and high-speed internet. With a focus on seamless streaming and complete home WiFi, Vero Networks aims to deliver satisfactory internet services that meet the needs of its users.

51 - 200 employees

Founded 2017

📡 Telecommunications

🛍️ eCommerce

👥 B2C

🔥 Funding within the last year

💰 Venture Round on 2024-09

📋 Description

• Responsible for leading a team of skilled Tier II and Tier III Technical Support team members to ensure the network and customer services are operating efficiently and without interruption. • Responsible for the Tier II and Tier III Technical Support staff, escalations, and Network Management. • Proficient in PON/GPON architecture, IP backhaul, Fixed Wireless infrastructure, DWDM backhaul, and Outside Plant Fiber. • Planning, organizing, and managing staff for Tier II/III Technical Support team members. • Ensuring the Vero Technical Support and Vero Network Management staff has access to adequate training of the appropriate tools that are needed to perform their job effectively. • Serving as the Technical escalation point of contact for all escalated troubles. • Hiring, developing, and retaining a technical staff of customer focused Tier II/III team members. • Leading and implementing continuous internal training documents for technical skills improvement. • Working with internal groups to create procedures that will display a high level of customer service. • Managing outsourced Technical Support Helpdesk (ISPN) to ensure they are providing seamless technical support to Vero customers. • Managing Type-II and Off-Net providers to ensure frequent, adequate updates during outages and timely restoration during service interruptions. • Conducting regular team staff meetings to ensure direct reports are well informed of any policy or procedural changes. • Conducting regular 1x1 meetings with all assigned employees. • Setting performance expectations. • Implementing programs to hire, train and retain members of Vero Technical staff. • Other duties and projects as assigned by leadership team.

🎯 Requirements

• Strong experience in Ethernet & IP networking, and in the telecom field in general. • Excellent TCP/ IP networking skills. • Experience with MPLS technology • Excellent skills in configuring and troubleshooting routers, switches. • Experience with routing protocols (OSPF, ISIS and BGP). • Experience in PON/GPON architecture, IP backhaul, Fixed Wireless infrastructure, outside plant fiber and other FTTH technologies. • Experience with network diagnostic, monitoring and analysis tools (i.e., Libre, Netcool, SolarWinds). • Solid understanding of Juniper, Calix, Ubiquiti, Cambium network operating systems • Organizational and mentoring skills • Strong troubleshooting skills • Superior customer service skills • Experienced with Sonar ticketing system • Proficiency with Microsoft Word, Excel, Access & Microsoft Visio.

🏖️ Benefits

• PAID Life Insurance • PAID Holidays • PAID Time off • 401k with Match • Medical/Dental/Vision Plans