Global Network Operations Technician Tier III - Strategic (3rd Shift)

Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-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.
Job Description
Technicians on the Professional NOC (ProNOC) teams are responsible for providing excellent customer service to Zayo's key customers. The Professional NOC teams (Strategic, PDN, Spread, and Media) deliver specialized services tailored to meet each customer's individual needs. Technicians will prioritize working hand in hand with customers to fully resolve issues and work collaboratively with partners throughout Zayo to ensure customers' expectations are met and that our customers' services are reliable.
*We're open to this position working in a hybrid capacity (2 days/week in office) out of our Denver, CO & Tulsa, OK offices and are willing to discuss a fully remote work style for the right candidate.
Principal Accountabilities:

• Monitoring of internal and external networks across a multi-vendor environment
• Carrying out initial triage diagnosis on faults and proactively escalating issues as required
• Prioritizing faults to meet SLAs, including resource management of external contractors
• Providing regular updates to internal stakeholders and external customers on the progress of faults
• Fault isolation and repair tasks on DWDM, SDH, Dark Fiber, IP, and Ethernet circuits
• Responsible for the management of fault receipt, fault identification & logging, support team dispatch, and fault management to resolution
• Ensuring service availability and Mean Time To Repair (MTTR) targets are met.
• Providing support to the Shift Lead when required
• Facilities and key sites monitoring and fault management
• Arranging and coordinating access for suppliers with support team members
• Providing key metrics and reports as required to senior Operations stakeholders
• Support & maintain the company objectives of ISO 9001/18001/27001 accreditation
• 7pm- 7am CST, 3-4 days a week (3rd shift)

Key Skills and Experience:

• 5 - 8 years (minimum) proven NOC experience in the telecommunications industry with a proven record of accomplishment in an operational environment.
• Experienced in DWDM, Fiber & Optical equipment
• Experience in a multi-vendor environment is essential including Ciena, Cisco, Huawei, Marconi, Juniper, ADVA, Alcatel, Bandwidth Managers, Lambda unite, Nokia, OMC.
• Knowledge of OSP practices e.g. basic OTDR analysis and fiber repairs.
• Troubleshooting Transport and IP customer trouble tickets on DWDM / SDH and Ethernet networks.
• Pragmatic and analytical approach to problem-solving
• Confident and able to challenge suppliers and processes.
• Ability to manage in & out-sourced suppliers or partners
• Comfortable working 24/7 shift patterns, including holidays and nights
• Excellent communication; written & verbal
• Outstanding confidence, initiative, and organizational skills
• Highly proficient in Google Workspace or O365
• Familiarity with Salesforce CRM is desirable.
• Remain flexible and adaptable to any change in business needs or requirements
• Proactive mindset & attitude to ensure customer satisfaction is in everything we do.

Base pay range: $31.06 - $41.39 /hour, 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.