Service Operations Administrator

General Summary

As part of Service Operations, this position will oversee the structure and handling of Service Operations deliverables with an emphasis on request fulfillment. This includes internal and external communication of notices, and key performance indicators (KPI) tracking.

Essential Duties & Responsibilities

  • Organizes and manages the event notification system. Provide procedural guidelines and accountability measures
  • Manage the operational calendar by working with other teams to control work load and exposure
  • Maintain the on-call calendar
  • Works to foster a culture that supports reliability and stability in all areas of responsibility
  • Act as “front end” application administration for tools such as the network management system, SLA monitor and ticket system while providing up-to-date “best use” instructions
  • Provide leadership with thorough and relevant executive reports and graphs using data exports from the systems used by Service Operations
  • Provide customer detailed reports as necessary under SLA.
  • Works as part of a cross-functional team to conduct network monitoring, remote management and maintenance activities for all network nodes within IFN’s area of responsibility
  • Build practical ticket system templates for all types. Develop and implement solutions to managing ticket queues and ensure proper use of the system
  • Works with internal groups to create reports on up time, bandwidth usage, server utilization, and other key metrics as directed
  • Act as backup to the Network Operations Center (NOC) when required.
  • Provides recommendations to improve the customer experience
  • Other duties as assigned

Required Knowledge

  • Familiarity with MEF and Carrier Ethernet services desirable
  • Familiarity with the ITIL Framework
  • Demonstrate knowledge in a subset of the following: OSPF, IP routing, BGP, MPLS, Ethernet loop prevention technologies, SONET, CWDM, DWDM, ROADM and TDM
  • Knowledge of IPv4 and IPv6 deployment
  • MOP process (preparation and administration)
  • Ethernet Fundamentals
  • Familiarity with Telecommunications Equipment and Service Providers
  • BS in Mathematics, Economics, Computer Science, Information Management or Statistics or comparable experience
  • Knowledge of and experience with reporting packages (Business Objects, Domo, etc) and databases (SQL, Oracle, etc)
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

Required Skills

  • 1+ years’ experience in an ISP/Ethernet Transport industry a plus
  • Advanced experience in MS Office suite with an emphasis on Excel
  • Highly process oriented and highly organized individual
  • Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, SAS etc)
  • Strong Data Analyst skills such as query writing, report creation, and presentation
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Possess the ability to work with customers and coworkers at both a layman & technical level
  • Good organizational and communications capabilities (i.e. must be able to listen and understand, then communicate orally and in written format) within all levels of an organization

To apply for this position, please send your resume and cover letter to