Senior Manager-Network Operations at Verizon Communications in Hyderabad, India

Job description

• What you’ll be doing…

Responsibilities

• As the Network Repair Bureau (NRB) Senior Manager, you will manage customer related issues as they relate to network experiences. You will be responsible for assuring day to day management of network customer issues and ensuring an optimal experience for our customers. This role leads a team of expert network engineers, Supervisors, and Principal Engineers working 24x7x365 supporting consumer and business customers. This includes managing the overall workload and focus on strengthening workforce skills through training as well as organizing and scheduling the resources necessary to support a broad range of network services. Manage customer escalations to ensure timely troubleshooting and issue resolution of Verizon network issues with various internal fix agents and vendors.
• Utilizing data analytics to drive efficiencies to the ticket handling process and queue management.
• Collaborating effectively with partner teams to lead strategic projects that drive and influence the future of the business.
• Performing regular data analysis to track performance (KPIs) and provide timely responses to employees and senior leadership teams
• Utilizing comprehensive understanding of the Network Repair Bureau (NRB)
• Ensuring that resources are properly staffed to manage the expected workload
• Partnering across peer teams to drive expectations around deliverables
• Enabling an inclusive culture focused on driving an environment or innovation, appreciation, and delivering on results
• Interacting with a variety of Verizon personnel at all levels of the organization, as well as interfacing with many different customers
• Managing escalations with a sense of urgency with the goal to restore and resolve customer while providing periodic executive updates as needed

Requirements

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience leading teams, managing customer escalations and collaborating cross functionally with the stakeholders.
• Experience with tactical and strategic plans for short term vs. long term business needs.
• Data orientation and addressing productivity concerns.
• Coaching, feedback and teamwork skills
• Must work a 24/7 shift schedule, including nights and weekends as necessary.
• Provide on-call support, including weekend coverage.
• A Masters degree.
• Ability to adapt to change – openness to different viewpoints and ability to learn new skills and concepts as our network transforms.
• Knowledge of call flow for a voice and/or data session describing network elements from cell to Internet.
• Knowledge of wireless cell site base station, router and antenna equipment.
• Experience in the use of circuit and RAN test equipment and network monitoring applications.
• Strong RF Network Performance or Networking experience.
• Service provider experience in MSC and/or Cell Operations and Maintenance.

Skills

Required

• Data orientation
• Coaching
• Feedback
• Teamwork
• Leadership
• Customer escalation management
• Cross-functional collaboration
• Tactical and strategic planning
• 24/7 shift work
• On-call support

Preferred

• Adaptability to change
• Openness to different viewpoints
• Ability to learn new skills and concepts