Bethlehem, PA, US
GENERAL DESCRIPTION:
The Telecom Operations & Solutions Analyst is a customer facing role that manages the support of moderate to complex programs and processes. The candidate will train, coach and lead teams on Voice, Transport, Ethernet, IP and Cloud based order processing and maintenance support. Responsible for timely communication and support of assigned programs, providing oversight for solutions offered to existing or prospective clients. The Telecom Operations & Solutions Analyst I ensures that project requirements are met and delivered per customer expectations.
Essential Responsibilities:
Work with cross functional teams to understand current challenges that may impact Provisioning, Customer Care and Technical Operations. Analyze process flows and recommend solutions that drive customer satisfaction and expand the scope of services (BPO and/or automation) Sequential Tech provides to each client.
Act as a Subject Matter Expert (SME) and technical resource for Operations, Sales & Client Delivery teams. Keep support documentation current and assist in fostering the team’s understanding of optical theory, transport technologies and the operation of transport systems. Assess requirements and provide ongoing training on key technologies and new products as needed. Responsible for supporting the training and on-boarding of new analysts and other team members as required.
Work closely with our client’s Provisioning, Network Planning, Cost of Access and Construction & Engineering departments to determine when capacity is under or over utilized on network elements to resolve capacity and costing issues.
Research provisioning records and circuit designs on the client’s network to obtain cost savings and network grooming at all service levels of TDM, OCx and Ethernet speeds. Identify services that have expired from term, analyze needs for the service, and re-term or disconnect. Troubleshoot problematic orders or design scenarios to resolve rejections or jeopardy situations.
Additional Skills/Requirements:
Candidate must have extensive knowledge of carrier provisioning and maintenance processes.
Must be proficient in ACMS, EFMS, IOL, POCITS, SOTS, AFM & ADW.
Understanding of transport protocols such as MPLS, VPLS, RPR, SONET and IP Telephony.
Thorough understanding of TDM circuit operations, including test access, circuit testing, line coding and framing of DS1’s through OC192’s.
May require occasional travel by plane or automobile to client sites or to attend corporate events.
Education and/or Experience:
Minimum of 10 years’ experience as an employee of a North American LEC/CLEC/IXC/ISP required. Applicants without this prerequisite will not be interviewed.
Undergraduate degree preferred in Network Technology or related field.
Must have previous experience interfacing with and training offshore teams.
TO APPLY - Please forward resume along with compensation requirements to Amanda Sonus at asonus@pailingroup.com
pailingroup.com
