Senior Service Assurance Engineer

Zayo Group•Denver, CO

33d

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. Zayo is seeking a Senior Service Assurance Engineer who will be responsible for post delivery activation issue resolution from end to end. Our Senior Service Assurance Engineer will address dark fiber circuit activation issues by interfacing with customers, developing troubleshooting plans, coordinating efforts between Zayo, customer and third party stakeholders, and rebuilding customer relationships in the process.

Requirements

Bachelor’s degree in an engineering discipline or equivalent experience
Minimum 5 (five) years of telecom experience
Experience with Salesforce, M6/Metasolv, GE Smallworld and myWorld database applications as well as ability to develop skills within internal design tools such as zDAF Network Automation; experience with third party inventory portals (e.g. Equinix and Telx/DRT Marketplace) desired
Proficiency in the MS Office and Google suite of tools including MS Visio and Google Earth (able to produce a professional and detailed KMZ file and can interpret outside plant construction KMZ)
In depth knowledge of telecommunications standards, protocols, testing procedures and documentation (e.g. power meter forms, OTDR traces, etc.), and experience with fiber test analysis software such as Exfo Fastreporter and Anritsu NetWorks
Breadth of expertise in fiber engineering network design, outside plant operations, fiber construction methods and materials (including fiber types, splice enclosures and fiber termination equipment)
Understanding of inside plant fiber connectivity, cabling and infrastructure as well as familiarity with datacenter operations/facilities and cross connect practices
Excellent project leadership, critical thinking, problem-solving and root cause analysis skills, and ability to manage projects to the customer’s technical specifications and contract requirements
Advanced customer management skills (verbal and written) including prioritization, risk analysis, and conflict management/resolution
Ability to handle ambiguity, and anticipate and quickly react to changes in a fast-paced environment by making timely, creative and sound decisions under pressure

Responsibilities

Read and interpret customer issue reports in the context of the circuit design and utilization, and communicate with customers to extract necessary data for proper troubleshooting and collaboration
Analyze service orders and master service agreements to determine appropriate circuit design, routing, diversity and delivery requirements
Evaluate design/circuit layout records, network designs, facility inventory systems and fiber inventory systems for accuracy and completeness
Create, edit and provide design schematics of fiber path, splicing and patching work to be performed for fiber circuit redesign and/or restoration; create detailed scopes of work for field teams to collect data and troubleshoot a variety of issues
Establish and maintain effective communication and strong, professional working relationships with customer’s technical and non-technical staff
Lead complex, high urgency incident calls to rapid mitigation/resolution with a calm, rational, and diligent style with critical thinking and root cause analysis skills
Provide expert guidance and address technical questions and concerns, both internally and externally, to ensure the most effective and efficient solution is implemented
Organize and coordinate internal and external organizations to support the timely and accurate implementation of troubleshooting efforts and issue resolution
Read and analyze fiber test results using fiber test analysis software such as Exfo Fastreporter and Anritsu NetWorks
Provide customers and department management on-going reports in terms of work status, activity issues, and steps of resolution
Employ the highest ethical and business standards and act with the greatest degree of professional integrity