Global Network Operations Specialist

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking an Global Network Operations Specialist to function as the primary operations interface by serving as the critical customer advocate and liaison for large, strategic accounts. Our Global Network Operations Specialist interfaces with multiple technical resources across the business to drive a superior, differentiated and sustained customer experience.

This role ensures operational continuity and scalability across functional teams during all stages of the lifecycle by coordinating, driving and delivering operations reviews, Request for Outage (RFO) and Service Improvement Plans (SIP). The Global Network Operations Specialist serves on cross-functional teams to raise awareness, drive for results and resolve issues impacting assigned customer base. This role may also train and mentor lower level peers and partner with management to share strategic responsibilities and team leadership.

APPLICANTS MUST RESIDE IN BENTONVILLE, ARKANSAS

Responsibilities:

Act as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations. Once engaged, serves as primary communication for operational life cycle issues by pulling in necessary resources to address ongoing issues.

Serves as customer advocate, technical resource and Subject Matter Expert for internal company departments for assigned customer base and develops communication strategies with intern departments by staying well-versed in customer and internal SLA’s and operational processes in order to assist operations and sales in setting proper customer expectations based on defined Service Level criteria.

Defines and develops custom reporting and delivers regular operations review that illustrate network performance by highlighting positive performance trends and identifying areas for service improvement opportunities.

Partners with Network Control Center (NCC) to identify, create, implement, and track post mortem analysis and preventive measures and then takes the lead in presenting that information to the customer.

Defines and communicates key Service Assurance process gaps that will be measured and tracked via Service Improvement Plans (SIP). Facilitates both internal and external meetings associated to SIP until initiatives are resolved.

Qualifications:

Bachelor’s Degree or 5+ plus years of relevant job experience - Field of Study: Engineering, Telecommunications or other relative technological field

Minimum of 5 (five) years of telecom industry experience with knowledge of Voice, Transport, IP, Data, Fiber and Managed Services

Ability to execute job responsibilities independently and confidently with high proficiency

Strong technical and operational background and understanding of troubleshooting and configuration protocols

Strong understanding of operations processes and systems across all internal organizations as well as industry best practices

Exceptional customer-facing skills with an innate ability to empathize with customers

Strong analytical skills and ability to convey that information succinctly and clearly

Strong interpersonal, teamwork, conflict resolution and negotiation skills

Strong time management, organizational, and prioritization capabilities

Excellent oral and written communications skills internally and customer-facing

Well-versed in communicating at both the technician as well as executive levels

Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships

Ability to challenge the status quo with a focus on continuous improvement

Highly motivated, self-starter who can thrive independently or in a team environment

Primarily office environment 8 to 5 with some business travel and after hours support

Must be willing to work on-call via cell phone, including weekends and holidays

Some travel may be necessary - travel is limited at customer or direct reports request (10% of the year)

Some weekend/holiday work may be necessary

Base Salary: $65,000 - $90,000, commensurate with experience

Benefits, Rewards & Wellness

Excellent Health, Dental & Vision Insurance

Retirement 401(k) Savings Plan

Fitness membership discounts

Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

R0013530

Remote/Remotely/Tele/Telecommute/From home