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 Service Assurance Manager to partner with our expanding SDWAN Service Assurance Team. The Zayo Service Assurance Manager will be primarily responsible for the overall management of the Service Assurance Team for both our customers and our internal operations.
The Service Assurance Manager role requires applied abilities and experience to triage, communicate and drive complex technical issues with the support of a technically capable Service Assurance Support Team. It also requires a great deal of leadership, mentorship, and partnerships with the Service Assurance Team. The Service Assurance Manager will drive accountability and ownership for both our Service Assurance Tier 3 and Strategic Support Team Members.
The Service Assurance Manager position requires working knowledge of incident management, customer change process and problem management. The candidate will apply a high level technical, and problems solving management to manage escalated incidents and understand when and where to escalate. The candidate will also be active in the mentoring and guidance of our Tier 1 through Tier 3 technicians and Service Assurance Team. They will assist in contributing and maintaining Zayo documentation standards and help to expand our knowledge base.
The highest level of customer support and customer satisfaction is required. We are a 24x7x365 support operation, which may require some weekends, holidays, and shift flexibility to meet the requirements of the business. The qualified applicant must be a team player, motivated, proactive, and able to work independently.
Service Assurance Manager Responsibilities:

• Provide high level leadership and oversight through partnerships to help drive efficiencies and streamline service delivery
• Excellent Team Player, and motivator.
• Must manage and be accountable for phone, email, and manage incident queues according to Service Level Agreements (SLA)
• Must have ability to prioritize and work independently
• Adaptability and the ability to learn and grow is critical to this role
• Responsible for oversight, training, and mentoring Tier 2 and Tier 3 technicians
• Maintaining Service Level Agreements (SLA) and Service Level Objective (SLO) on incidents
• Ability to manage vendor/carrier expectations to ensure all SLA's/SLO's are adhered to
• Ability to manage/supervise mid-sized teams of 10+
• Communicate and partner with the Zayo Service Assurance SDWAN Team to ensure service is met to the highest of standards.
• Work directly with customers to help triage, manage and resolve requests or incidents.
• Oversees KPI's through dashboards and reporting to help drive performance and customer satisfaction.
• Escalation points for customers, sales and PMO teams.
• Provide escalation support for customers with Root Cause Analysis when needed.
• Works closely with other service delivery areas to ensure processes, systems/tools align with both internal and customer expectations

Qualifications:

• Quickly assess and understand customers issues and business impact
• Ability to effectively triage complex problems
• ITIL Foundations Preferred
• Exceptional customer service orientation
• Excellent communication skills, both written and verbal
• Experience with BigPanda, ServiceNow, VeloCloud (VMware) Edge/Orchestrator or other SD-WAN preferred
• Highly self-motivated with attention to detail
• Well versed and experienced in customer Quarterly Business Review reporting and trend analysis.

Education/Experience:

• BS/BA Business, Computer Science, Information Systems and/or a mix of equivalent formal training or demonstrable on the job experience
• CCNA is recommended
• CCNP is a plus
• Minimum 5 years' working experience in a network management environment
• Experience working in a Tier 2 or higher Service Assurance/NOC/Helpdesk Environment
• Hands on experience dealing with incident and escalation management
• Working knowledge of SD-WAN products and services is a plus
• Cisco Meraki, cradlepoint, Digi, and other switch/routing experience is a plus
• 3 years supervising/managing service support for IT/NOC or Support Desk
• Experience managing/supervising mid-sized teams of 10+
• Ability to identify, propose and implement new and innovative processes for continuous improvement
• Exceptional collaboration and communication skills, both written and verbal
• Understands incident, problem and change management processes and procedures

Base Pay Range: $98,000 - $128,000 commensurate with experience
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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.