Senior Operations Engineer, Voice Switching Support

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

We are looking for a Senior Operations Engineer, Voice Switching Support to join our growing team!  The Senior Operations Engineer, Voice Switching Support 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. Employees in this position assume ownership and accountability in recognized TDM switch technical disciplines and provide technical leadership, guidance, and assistance to employees across departmental segments. Position requires a high level of expertise with the legacy DMS-10 platform, to include troubleshooting, hardware provisioning and diagnostics.  Experience with DMS-100 or other legacy switch platforms is a plus.

As Senior Operations Engineer, Voice Switching Support, 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 switch 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 the Nortel DMS-10 switching systems. 
• Subject matter expertise in the production of Technical Support bulletins and alerts
• Reviewing and approving 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 
• Engagement with manufacturers, suppliers, industry representatives, and entities
• 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 architecture, interoperability, operations, growth, maintenance, and life cycle of DMS-10 and legacy TDM switching systems
• Subject matter expert in Nortel DMS switching applications and associated technologies and configurations
• Successful demonstration of improvements to network reliability
• 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
• Effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite
• 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 (Technical Certification) 
• Awards for operational or customer service excellence
• Experience working as a technical support specialist
• Experience working in a Network Operations Center

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Additional Information

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 Charl