Director, Service Assurance Platforms - Technology Product Owner

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 a Director, Service Assurance Technology Operations to lead the vision and strategy for the evolution of the Service Assurance systems and associated processes, driving the integration and implementation of cutting-edge technologies, including AI/ML, Cloud technologies (AWS or Assure), Dark NOC, and the continued enhancement and sustainment of all key Service Assurance platforms.

The Director, Service Assurance Technology Operations will oversee the operational optimization and sustainment of critical platforms and processes, including ServiceNOW (including CMDB), Oracle Assure1, Xmatters, Field Service Lightning (FSL) within ServiceNOW, Salesforce and the omni-channel communication systems.

The successful candidate will ensure the systems are optimized for operational efficiencies, scalability, and security while maintaining full governance, compliance, and training programs across all workflows. The ideal candidate will have a strong understanding of network operations, software development, network monitoring and delivery/management of network services. 

Responsibilities:

Systems Requirements and Strategy Leadership

• Lead the Service Assurance systems strategy, focusing on the adoption of AI/ML technologies, GIS integration, Dark NOC, Cloud technologies (AWS or Assure), and the continued development of all Service Assurance platforms.

• Shape the Service Assurance technology vision to meet evolving business and operational requirements. Overall software/systems responsibilities spans systems used for network performance data, fault monitoring, ticketing, internal and customer facing communication and field dispatch. This includes collection of network events to alarm correlation based on events within the network. 

• Works in partnership with the Service Assurance team to develop ROIs for technology automation and efficiency prioritization.

Platform Management:

• Drive the implementation, optimization, and sustainment of Service Assurance systems, including ServiceNOW (including CMDB), Oracle Assure1, Xmatters, FSL in ServiceNOW, Oracle/M6 and the omni-channel communications platform for inbound and outbound customer contacts.

• Ensure these platforms are integrated seamlessly to support operations efficiently.

Proactive and Predictive Strategy:

• Accountable for directing operations analytics and overall Service Assurance strategy to deliver the most efficient and effective network operations focused on a superior customer experience. 

• Orchestrates and drives people, processes, platforms, and automation focused on proactive and predictive national network operations.

• Thought leader working at the highest level of the organization to define and drive the development and implementation of solutions, interacting heavily with the development and systems teams. 

• Ensure execution of products and features is predictable, reliable, sustainable implementing best practices in product management within an agile framework.

Governance & Compliance:

• Manage the operational governance, risk, and compliance (GRC) functions related to Service Assurance systems, ensuring adherence to internal policies, industry regulations, and best practices. Ensure that all system workflows are compliant with applicable standards and regulations.

CMDB Management:

• Oversee the Configuration Management Database (CMDB) within ServiceNOW for Service Assurance, ensuring it is accurately maintained, integrated with other systems, and supports efficient incident, problem, and change management workflows.

Omni-Channel Communications Platform Oversight:

• Ensure the NOC’s contact center platform is fully functional, integrated with other NOC systems, and effectively supports customer and