The primary responsibility of the Service Assurance Technician III is to provide advanced technical support by functioning as a part of a 24x7x365 operations environment. This is a highly specialized support organization responsible for the daily operations of a Service Provider. This role requires the use of applied technical knowledge and practical experience to resolve complex issues. This role will be responsible for enhancing our customers' and employees' experience through detailed ticket and process reviews. The ideal candidate will be expected to review ticket data observing trends that identify an upcoming event and then apply fixes to prevent impact. This role will represent the team during the deployment of new products and hardware, ensuring the proper instrumentation, documentation and training occurs prior to release. One of the key elements of this position is to identify opportunities to optimize our tiered support model and move resolution closer to the customer avoiding unnecessary escalations. This role requires a high degree of proficiency with the problem management and knowledge management processes and will be expected to manage fix agents, boundary partners and leadership communications to improve KPI's, technical acumen and instrumentation. This role will also require familiarity with incident management, change management, problem management and other ITIL processes. This role assists with change conflict mitigation, knowledge management and other ITIL process and documentation needs.