Senior Operations Engineer, Voice Switching Support

Brightspeed•Charlotte, NC

1d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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