Senior Network Maintenance Engineer

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 Senior Network Maintenance Engineer to be responsible for the overall management, coordination, and evaluation of the planned activity on the Zayo network. This includes ensuring that all changes are effectively planned, communicated and executed with minimal risk to network operations to minimize risks and service disruptions. The Senior Network Maintenance Engineer acts as the central point of contact for change requests, collaborates with stakeholders, and enforces adherence to change management policies and procedures.

The Senior Network Maintenance Engineer also accepts and reviews maintenance requests from internal and 3rd party organizations, identifying the impact to customer services created by the maintenance activities using inventory records and logging into SONET and DWDM equipment to verify, notifying customers of the expected impact and duration through formal maintenance notifications, and when necessary, re-provisioning customer circuits to mitigate impact as a result of maintenance activities.  

Responsibilities:

• Responsible for all aspects of the Zayo network maintenance process including scheduling network maintenance activities, identifying customer impact using inventory systems and by logging in to advanced network tools and systems, issuing notifications to customers of maintenance events, provisioning customer circuits (if necessary), and closing out maintenance activities upon successful validation of completion.

• Review service orders to assess potential (circuit) impact of maintenance events, and determine customer services impact and provide notifications to customers on potentially impacted services based on customer preference.  

• Accurately evaluate the impact, risk, and urgency of each change in collaboration with technical teams and stakeholders. 

• Interact directly with internal and external leadership and executive staff on change management ticket acceptance, impacts, and moratorium exceptions.

• Interact with customers via written and oral communications, answering customer questions, addressing customer concerns, adjusting processes for customer specific requirements, and generally delivering a high level of customer satisfaction with the Zayo maintenance processes.

• Interact with other Zayo internal organizations to schedule & coordinate maintenance activities, ensure that proper policies are followed, and drive continuous improvement in the Zayo maintenance processes.

• Coordinate with third party providers to Zayo to ensure they provide ample notification of service impacting maintenance activities, including adequate definition of scope to be performed and anticipated timeframes of service impact.  

• Escalate within the management chain of third party organizations when maintenance notifications are inadequate, lacking in sufficient detail or advance notification.

• Act as a liaison between technical teams, management, and external stakeholders to ensure alignment on change-related activities.

• Communicate change plans, schedules, and potential impacts to all relevant parties, including impacted customers.    

• Identify potential risks associated with proposed changes and develop mitigation strategies.

• Act as the escalation point during change implementation to resolve conflicts or unexpected issues.

• Coordinate rollback plans and contingency measures for failed or problematic changes.

• Conduct pre-implementation and post-implementation reviews with stakeholders to gather feedback and improve future processes.

• Perform special projects and other duties as assigned.

• Act as a subject matter expert on our platforms and technologies.

• Mentor and develop Network Maintenance Engineers.

• Identify areas for departmental and process improvements and make recommendations to l