Manager, OSP Service Assurance-1

Zayo Group

About The Position

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. Our Manager, OSP Service Assurance is a specialized leadership role focused on maintaining network uptime by managing the repair and recovery of physical fiber infrastructure, overseeing the rapid repair and maintenance of Zayo’s Outside Plant (OSP) fiber optic network when outages occur. This includes implementing proactive strategies to minimize downtime and restore service quickly, often under pressure. This position reports to the Director, OSP Service Assurance.

Requirements

Comfort in presenting data and financials to team and various other departments
Strong working knowledge of fiber optic construction, splicing, testing, and OSP standards, with a deep understanding of OSP network design principles, including fiber-optic cabling, pole-line construction, conduit systems, and field implementation
Proven ability to lead and manage field teams in an OSP environment
Strong understanding of aerial and underground fiber construction practices
Ability to read and interpret construction prints, permits, and fiber maps
Strong communication and cross-functional coordination skills
Bachelor's degree in management, or other related field is required with five years of related experience, and two years of managerial experience, or a high school diploma/GED with nine years of direct related experience plus two years of experience in a leadership or managerial capacity.
Five to ten (5 - 10) years of progressive experience in OSP construction, maintenance, or engineering.
Outstanding critical thinking and customer service skills.
Ability to pass MVR check and drive company vehicle in accordance with Fleet Policy.

Responsibilities

Manages the teams’ objectives and reports on their performance as it relates to established performance goals.
Hires, retains, and develops a team of Fiber Engineers and Project Managers.
Acts as the primary lead for customer-impacting fiber events, overseeing real-time restoration during outages by identifying faults and locating breaks.
Directs field personnel and contract crews for fiber splicing, underground conduit repair, and aerial line fixes.
Establishes processes to identify fiber segments at high risk of disruption and manages proactive audits and maintenance to prevent failure.
Ensures that fiber records, maps, and documentation systems are updated to reflect accurate field conditions after restoration.
Enforces strict adherence to industry safety standards and local regulations during high-pressure emergency repair scenarios.
Develops training and mentoring programs for new and existing team members.
Works with internal organizations and 3rd parties to ensure break-fix activities are resolved consistently to the service levels expected by our customers; both internal and external.
Works with internal teams to create, streamline, and document workflow.
Prioritizes assigned work.
Monitors costs to ensure incurred costs are in line with the forecasted budget.
Creates, monitors, and reports on the forecasted budget.
Establishes disaster recovery plans.
Works closely with the Network Operations Center to identify isolate and repair network and customer impairments