Ops Service Mgr-Complex NOC in Rochester, NY at Windstream

Date Posted: 6/10/2022

Job Snapshot

  • Employee Type:
  • Location:
    20 South Clinton Avenue
    Rochester, NY
  • Job Type:
  • Experience:
    1 to 2 years
  • Date Posted:

Job Description

Job ID:22002853

Position Overview:

The Operations Service Manager (OSM) is responsible for monitoring and maintaining the stability of a customer’s existing network and ensuring the maintenance of a healthy technical support relationship for select high value complex customer accounts. The OSM will meet directly with customers and customer account teams to overcome support and stability challenges and improve the health of the account. This is a technical position which requires a comprehensive knowledge of Optical Transport, Service Provider Data, SDWAN, SIP, Unified Communications and Network Security technologies. The OSM will be directly responsible for providing input into the health of a customers’ network, identifying optimization opportunities within their existing product portfolio, providing best-practice guidance around configuration and design of the network. The OSM will also be responsible for providing Root Cause Analysis for service interruption events, writing formal Reason for Outage reports and providing corrective actions to mitigate future service interruptions. The OSM also develops customer specific training and support material as needed to help support teams appropriately manage customer networks.


  • Understand specific customer solutions, be able to understand the topography of a customer or carrier network, discuss the network with a customer and communicate why complex elements are necessary for the networks function.
  • Be able to interpret Visio drawings, build, add, or change Visio drawings or circuit layouts as needed. 
  • Identify key technical elements to a customer solution, document where these elements exist and develop training material for troubleshooting these elements.
  • Collect customer documentation, network diagrams, drawings and inventories and store on a HTML/CSS based SharePoint or Confluence space.
  • Manage and maintain an inventory of documentation and training material specific to customer solutions within a SharePoint or Confluence space.
  • Manage or maintain a JIRA/Ticketing space to track workflow and time spend.
  • Conduct Root Cause Analysis of network service interruption events both at a core and customer network level. Document the events, identify corrective actions to prevent events from occurring again and then compile professional written Root Cause Analysis documents.
  • Meet with technical and executive leadership both internally and externally and communicate root cause analysis and remediation clearly in a digestible manner.
  • Engage with Repair ticketing console and if needed rigorously and accurately document corrective actions pertinent to resolving standing issues with customers solutions after major incident resolution.
  • Track customer support health on weekly basis. Provide reports to leadership on support and technical health of a customer.
  • Pull reports from SQL backend system regarding customer service trends. Analyze the data, format, and present visually as needed.
  • Identify trends within performance data, action on trends engaging the appropriate parties when needed for resolution.
  • Review all incoming tickets for a customer daily to ensure they are on trajectory for resolution.
  • Act as an additional escalation point for customers to engage, attend customer crisis calls, troubleshooting bridges, project management calls or activation calls to ensure implementation success.
  • Monitor incoming sales opportunities and ongoing implementation and enhancement projects to ensure success.
  • Meet and collaborate with Solutions Engineering, Repair, Service Delivery and Product Management to ensure customer needs are met with regards to all elements of their repair and service solution.
  • Review and interpret orders and pre-sales requests as needed. Be able to communicate these as needed.
  • Meet directly with customers monthly, bi-weekly, or weekly as needed. Share support trend data and discuss root cause for incidents and health of account.
  • Track and log work within a dedicated project management workspace including timelines towards resolution of outstanding issues.


  • Customer oriented individual comfortable meeting in person with customers to discuss challenging service interruptions and support interactions.
  • Extensive experience working in a Network Operations, Data Center Support/Engineering, Solutions Engineering or Network Support Environment.
  • Ability to write at an executive level, translating complex concepts into language manageable by non-technical stakeholders.
  • Ability to build network diagrams within Microsoft Visio.
  • Fluid understanding of advanced data routing protocols including OSPF, BGP, Integrated Intermediate System-to-Intermediate System, VRF, VLAN and Spanning tree control.
  • Familiarity with industry standard testing methodology including RFC2544, IPERF etc…
  • High Level understanding of SIP initiation and control protocols and standard SIP topography in a LAN and Carrier Space.
  • Understanding of Metro Ethernet and Wave Technologies including point to point and ring topographies.
  • High degree of technical knowledge of optical networks, data networks, voice and VoIP including a high degree of familiarity with troubleshooting in a NOC environment.
  • Understanding of Cloud and Software as a Service Technologies including Software Defined Wide Area Networking (SD-WAN), SASE, Server/Data Center Virtualization, Transmission and Control Protocols leveraged in cloud transactions.
  • Basic knowledge of cloud and network security including firewall, DMZ, UTM and packet level encryption technologies (IPSEC etc.…)
  • Industry certifications including CCNP, MCSA, VCA-DCV are highly desirable.
  • Be able to talk with confidence about complex network impacts, explain how impacts occurred and present remediation steps.
  • Experience working with large data tables in excel or SQL dashboard.
  • Experiencing managing a WIKI/Confluence or SharePoint space highly desired.
  • Industry certification including  
  • Ability to manipulate data within given tool, adjust and represent according to customer needs.
  • Ability to work under high stress environment and manage difficult conversations.

Working conditions

  • Job may require some travel.
  • Job may require weekend and off-hours work.  

Job Requirements

Minimum Requirements:

Associate Degree in a technical discipline and 1-2 years technical/telephony experience OR 5 years of directly-related network management, security operations, and/or network operations experience.       

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.