Sr. Operations Engineer

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

As an Sr. Operations Engineer in the Broadband NOC you will assume ownership and accountability in recognized Broadband / DSLAM network topology and Ethernet router / switch equipment. This role requires a high degree of advanced technical, analytical, and managerial competencies to solve complex problems and issues and provide technical support to various Brightspeed organizations.

As an Sr Operations Engineer, your duties and responsibilities will include:

• Proactive technical leadership regarding issues related to service assurance and delivery, network reliability, and customer satisfaction
• High level analysis and identification of unique, complex, or chronic issues in the Broadband network
• Technical management and direction in the resolution of real time, network-affecting core and peripheral elements, applications, or issues involving malfunction, degradation, and/or failure situations
• Training and mentorship of lower-level Technical Support engineers and technicians, including the production and delivery of job aids, operational processes and procedures, and technical management methodologies
• In-depth subject matter expertise in hardware/software/database operations for multiple Broadband platforms including, DSL, Fiber Broadband, ATM, and Ethernet.
• Subject matter expertise in the production of Technical Support bulletins and alerts
• Review and approve or deny/correct Methods of Procedures (MOP), Network Change Management System documents (NCMS) Task Orientated Practices (TOP), Product Change Notices (PCN), Vendor Manuals, Standard Configurations, etc. relative to quality, accuracy, and reliability
• Technical direction of personnel and contractors in Field Operations and Core and Customer Installation, Repair, and Maintenance Centers
• Participate in the evaluation of new features and products via formalized testing and certification prior to deployment, and participation in operational assessments of First Office Applications (FOA)
• Review of software upgrade release documentation prior to platform upgrades, participation in regression testing in the supplier and/or Brightspeed lab environment, and successful management of software upgrade deployments within network elements/platforms
• Actively engage manufacturer or supplier technical support when failure conditions exist within a platform or application that cannot be resolved in a timely manner
• Engagement with Staff, Technology Strategy and Development, Integration and Test Lab, Vendor Technical Management, Planning and Engineering, Life Cycle Management, Procurement, Channel Market Units, Project Management, and others relative to platform operation, performance, and management
• Engagement with manufacturers, suppliers, industry representatives, and entities
• Responsible for the completion of Network Maintenance and Software upgrades within maintenance window.
• Availability and ability to perform 7x24x365 and on- call duties with limited assistance

Qualifications

WHAT IT TAKES TO CATCH OUR EYE

• Extensive knowledge and experience in network architecture of Broadband / DSLAM network systems and configurations
• Subject matter expert on Ethernet router / switch and ATM network equipment
• Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems
• Proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels
• Ability to effectively communicate across all levels of the business, i.e., suppliers, executive, market unit, technology group, cross-functional work groups, and industry entities: oral, written and presentation skills including Microsoft Office
• Effective leadership skills, including demonstration of training and/or mentoring activities and subsequent positive impacts
• 4-year degree in an Engineering, IT, or Telecommunications field or equivalent work experience

BONUS POINTS FOR:

• Industry certifications (Business Management or Technical Certification)
• Awards for operational or customer service excellence
• Experience working as a technical support specialist
• Experience working in a Network Operations Center

#LI-RM1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We are opening a new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area who are interested in a hybrid remote/office work arrangement. As always, however, we are also open to providing sensible remote options to talent outside of the Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice