Senior Service Assurance 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 Service Assurance Engineer who will be responsible for post delivery activation issue resolution from end to end. The Senior Service Assurance Engineer will address dark fiber circuit activation issues by interfacing with customers, developing troubleshooting plans, coordinating efforts between Zayo, customer and third party stakeholders, and rebuilding customer relationships in the process.

Responsibilities:

• Read and interpret customer issue reports in the context of the circuit design and utilization, and communicate with customers to extract necessary data for proper troubleshooting and collaboration.

• Analyze service orders and master service agreements to determine appropriate circuit design, routing, diversity and delivery requirements.

• Evaluate design/circuit layout records, network designs, facility inventory systems and fiber inventory systems for accuracy and completeness.

• Create, edit and provide design schematics of fiber path, splicing and patching work to be performed for fiber circuit redesign and/or restoration; create detailed scopes of work for field teams to collect data and troubleshoot a variety of issues.

• Establish and maintain effective communication and strong, professional working relationships with customer's technical and non-technical staff.

• Lead complex, high urgency incident calls to rapid mitigation/resolution with a calm, rational, and diligent style with critical thinking and root cause analysis skills.

• Provide expert guidance and address technical questions and concerns, both internally and externally, to ensure the most effective and efficient solution is implemented.

• Organize and coordinate internal and external organizations to support the timely and accurate implementation of troubleshooting efforts and issue resolution.

• Read and analyze fiber test results using fiber test analysis software such as Exfo Fastreporter and Anritsu NetWorks.

• Provide customers and department management on-going reports in terms of work status, activity issues, and steps of resolution.

• Employ the highest ethical and business standards and act with the greatest degree of professional integrity.

Qualifications:

• High School diploma or equivalent required.

• Minimum of eleven (11) years of direct related experience, or a Bachelor's degree with a minimum of seven (7) years of telecom of technical experience.

• Advanced project management experience and excellent customer management skills in a high pressure and fast paced environment are key.

• Experience with Salesforce, M6/Metasolv, GE Smallworld, and myWorld database, preferred.

• Ability to develop skills within internal design tools such as zDAF Network Automation, preferred.

• Experience with third party inventory portals (e.g. Equinix and Telx/DRT Marketplace), desired.

• Proficiency in the MS Office and Google suite of tools including MS Visio and Google Earth (able to produce a professional and detailed KMZ file and can interpret outside plant construction KMZ's.)

• In depth knowledge of telecommunications standards, protocols, testing procedures, and documentation (e.g. power meter forms, OTDR traces, etc.), and experience with fiber test analysis software such as Exfo Fastreporter and Anritsu NetWorks.

• Breadth of expertise in fiber engineering network design, outside plant operations, fiber construction methods and materials (including fiber types, splice enclosures, and fiber termination equipment.)

• Understanding of inside plant fiber connectivity, cabling, and infrastructure as well as familiarity with datacenter operations/facilities and cross connect practices.

• Excellent project leadership, critical thinking, problem-solving, and root cause analysis skills, and ability to manage projects to the customer's technical specifications and contract requirements.

• Advanced customer management skills (verbal and written) including prioritization, risk analysis, and conflict management/resolution.

• Ability to handle ambiguity, and anticipate and quickly react to changes in a fast-paced environment by making timely, creative and sound decisions under pressure.

Base Salary Range: $95,800 - $136,900 USD/annually, commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.