Director, IT Field Operation Systems

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 Director, IT Field Operation Systems to join our growing team. In this role, you will be responsible for designing, developing, and managing of all systems required for optimal dispatching and enabling our frontline outside plant and central office field technicians. You will be responsible for leveraging technological advances and acumen to come up with creative solution for optimal dispatching and enable the frontline technicians to be able to perform their functions efficiently. 

This position reports directly to the Vice President, Technology Solutions - Engineering, Network & Field Techs.

If you are a dynamic, passionate and a hard-working professional with a solid education or background in telecom and technology, we'd love to hear from you!

As a Director, IT Field Operation Systems, your duties and responsibilities will include:

• Lead and build a new team of software developers, testers, and support personnel to enhance, support, and maintain the field operations systems at Brightspeed, which will be used by field technicians and supervisors
• Support field technician & supervisor systems on mobile and desktop platforms leveraging ServiceNow FSM module
• Balance priorities from multiple areas and finding innovative IT solutions to business problems
• Lead cross-functional IT and business partners with solutions for field operation optimization, efficiencies in technician job completions, workforce management for field supervisors
• Deep understanding of field operation
• Identify and drive automation to optimize field & dispatch center operations.
• Innovative solutions to optimize field dispatches
• Drive the addition of features to field operation systems to enable new capabilities to the tool
• Build and support cloud platform instances needed for field operation systems
• Collaborate with interfacing teams, define target dates for testing and ensure end-to-end robustness of technology and business transformation plans and programs
• Conduct impact assessments and feasibility studies for various solution and labor approaches geared toward business and technology transformation.
• Working closely with vendor/3rd party partners to manage progress on solutions development and drive rapid progress
• Manage operational and program level budgets in-year and across multi-year programs
• Manage communications across business and technology teams to deliver world class technical support on a large scale
• Assess project risk, provide accurate timelines, proactively act, and ensure robust development performance and stability in production
• Adopt Agile, DevOps and other enablers to improve the effectiveness of project delivery
• Communicate project progress, status, risks, issues etc. to management which includes providing status on a recurring basis as well as for special circumstances
• Tracks industry trends and leverage to drive innovation and solution excellence across various technical support domain

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s Degree in computer science/field opertions centers/ fiber and POTS technology or equivalent
• 10+ years of experience in leading Field Operations solutions with preferably 5+ years of experience in telecom domain
• Extensive experience in and around telecom solutions, system stacks and operational needs
• Extensive experience in vendor management across multiple agreements and arrangements for both software and service support
• Experience in leading large programs spanning technology, business operations and customer life cycle
• Ability to understand and explain complex technical information and technical support solutions
• Collaborative, team builder with strong communication skills, ability to negotiate, often at higher levels
• Experience managing a team of employees and consultants to drive solution delivery
• Project management skills
• ServiceNow FSM dev