Staff Mgr-Wholesale Svc Assur in Little Rock, AR at Windstream

Date Posted: 6/26/2019

Job Snapshot

Job Description

Job ID:19001942

Job Description:

The Staff Manager – Wholesale Service Assurance role develops, supervises and provides direction to Managers and SME level Network Analysts. The position has frequent contact with customers, account execs, subordinates, peers, and independent vendors. The chosen candidate will provide leadership and accountability through the commitment to customer satisfaction and continuous process improvement.

The Staff Manager – Wholesale Service Assurance must be available to support managers and manager subordinates through a 24x7 schedule.  While work is primarily during the day, hours per day and days per week may vary dependent upon operational needs. Work schedules may be adjusted depending upon operational needs to fulfill 24x7x365 support of incidents, or execution of scheduled or emergency maintenance procedures required to be completed during business non-operating times of the day.


  • This position reports directly to the Senior Director – Wholesale Service Assurance.
  • Directly manage and coach Repair Managers with possible Network Analyst / Engineer direct reports.  Includes indirect responsibility for technicians within reporting structure. Lead the team in a fashion to maintain a high level of employee morale within the team.
  • Responsible for all repair and associated activities within Wholesale Service Assurance with indirect responsibility for technicians within reporting structure.
  • Mentor staff in career development, including training opportunities.
  • Acts as escalation point and provides direction on critical issues and incidents leading to timely service restoration.
  • Leads & conducts critical incident triage, change activities, incident resolution and post mortem review.
  • Provide 24x7x365 on call support for the NOC Staff. This will include outage reviews, attendance, general questions, management responsibilities, escalations, email monitoring and any other issues than may be offered to the on-call for resolution.
  • Recommend and administer industry best practices.
  • Monitor adherence to policies, processes, quality standards.
  • Seek and implement training and other development opportunities for all personnel within the organization.
  • Analyze data and implement change to improve operational efficiency and KPI’s.
  • Build strong culture of quality, adherence and consistent handling of tickets.
  • Attend customer level meetings to review performance, address issues and partner for improvement.



JOB SPECIFICATIONS - Knowledge & Skills:


  • 5 years of progressive experience in a Network Management, Engineering, or a NOC / Repair environment with a solid technical understanding of transport networks and best practices.
  • Strong customer service experience with focus on delivering excellence in customer service.
  • Demonstrated excellent communication skills (oral and written) and critical thinking skills.
  • Experience in hiring and mentoring staff, fostering a team environment, and establishing policies to improve work flow processes and efficiencies.
  • Demonstrated proficiency in developing performance metrics, monitoring quality assurance, and improving key performance indicators (KPIs).
  • Ability to function in a 24x7x365 operation and work flexible schedule on weekdays and weekends as required.
  • Knowledge of Remedy ticketing platform, dashboards, ASAP/MSS inventory system or similar repair systems, tools and best practices a plus.
  • Current industry standard certifications such as CCNA, CCNP, CCIE a plus.

Job Requirements

Minimum Requirements:

College degree and 8 years professional level experience with 3-4 years supervisory experience; or 12 years professional level related experience with 3-4 years supervisory experience; or an equivalent combination of education and professional level related experience required. 

NOC or repair experience is required.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.


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