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Job Details

Windstream Services, LLC

Ops Service Mgr-Complex NOC (22002853)

Customer Service

Customer Service



Rochester, New York, United States

Position Overview: Operations Service Manager – The Operations Service Manager (OSM) is responsible for monitoring and maintaining the stability of a customer’s existing network and ensuring the maintenance of a healthy technical support relationship for select high value complex customer accounts. The OSM will meet directly with customers and customer account teams to overcome support and stability challenges and improve the health of the account. This is a technical position which requires a comprehensive knowledge of Optical Transport, Service Provider Data, SDWAN, SIP, Unified Communications and Network Security technologies. The OSM will be directly responsible for providing input into the health of a customers’ network, identifying optimization opportunities within their existing product portfolio, providing best-practice guidance around configuration and design of the network. The OSM will also be responsible for providing Root Cause Analysis for service interruption events, writing formal Reason for Outage reports and providing corrective actions to mitigate future service interruptions. The OSM also develops customer specific training and support material as needed to help support teams appropriately manage customer networks. Responsibilities: - Understand specific customer solutions, be able to understand the topography of a customer or carrier network, discuss the network with a customer and communicate why complex elements are necessary for the networks function. - Be able to interpret Visio drawings, build, add, or change Visio drawings or circuit layouts as needed. - Identify key technical elements to a customer solution, document where these elements exist and develop training material for troubleshooting these elements. - Collect customer documentation, network diagrams, drawings and inventories and store on a HTML/CSS based SharePoint or Confluence space. - Manage and maintain an inventory of documentation and training material specific to customer solutions within a SharePoint or Confluence space. - Manage or maintain a JIRA/Ticketing space to track workflow and time spend. - Conduct Root Cause Analysis of network service interruption events both at a core and customer network level. Document the events, identify corrective actions to prevent events from occurring again and then compile professional written Root Cause Analysis documents. - Meet with technical and executive leadership both internally and externally and communicate root cause analysis and remediation clearly in a digestible manner. - Engage with Repair ticketing console and if needed rigorously and accurately document corrective actions pertinent to resolving standing issues with customers solutions after major incident resolution. - Track customer support health on weekly basis. Provide reports to leadership on support and technical health of a customer. - Pull reports from SQL backend system regarding customer service trends. Analyze the data, format, and present visually as needed. - Identify trends within performance data, action on trends engaging the appropriate parties when needed for resolution. - Review all incoming tickets for a customer daily to ensure they are on trajectory for resolution. - Act as an additional escalation point for customers to engage, attend customer crisis calls, troubleshooting bridges, project management calls or activation calls to ensure implementation success. - Monitor incoming sales opportunities and ongoing implementation and enhancement projects to ensure success. - Meet and collaborate with Solutions Engineering, Repair, Service Delivery and Product Management to ensure customer needs are met with regards to all elements of their repair and service solution. - Review and interpret orders and pre-sales requests as needed. Be able to communicate these as needed. - Meet directly with customers monthly, bi-weekly, or weekly as needed. Share support trend data and discuss root cause for incidents and health of account. - Track and log work within a dedicated project management workspace including timelines towards resolution of outstanding issues. Qualifications: - Customer oriented individual comfortable meeting in person with culs and standard SIP topography in a LAN and Carrier Space. - Understanding of Metro Ethernet and Wave Technologies including point to point and ring topographies. - High degree of technical knowledge of optical networks, data networks, voice and VoIP incling a WIKI/Confluence or SharePoint space highly desired. - Industry certification including - Ability to manipulate data within given tool, adjust and represent according to customer needs. - Ability to work under high stress environment and manage diffi