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Company Description 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 Director, Service Assurance Technology Operations to lead the vision and strategy for the evolution of the Service Assurance systems and associated processes, driving the integration and implementation of cutting-edge technologies, including AI/ML, Cloud technologies (AWS or Assure), Dark NOC, and the continued enhancement and sustainment of all key Service Assurance platforms. The Director, Service Assurance Technology Operations will oversee the operational optimization and sustainment of critical platforms and processes, including ServiceNOW (including CMDB), Oracle Assure1, Xmatters, Field Service Lightning (FSL) within ServiceNOW, Salesforce and the omni-channel communication systems. The successful candidate will ensure the systems are optimized for operational efficiencies, scalability, and security while maintaining full governance, compliance, and training programs across all workflows. The ideal candidate will have a strong understanding of network operations, software development, network monitoring and delivery/management of network services. Responsibilities: Systems Requirements and Strategy Leadership
Lead the Service Assurance systems strategy, focusing on the adoption of AI/ML technologies, GIS integration, Dark NOC, Cloud technologies (AWS or Assure), and the continued development of all Service Assurance platforms. Shape the Service Assurance technology vision to meet evolving business and operational requirements.Overall software/systems responsibilities spans systems used for network performance data, fault monitoring, ticketing, internal and customer facing communication and field dispatch. This includes collection of network events to alarm correlation based on events within the network. Works in partnership with the Service Assurance team to develop ROIs for technology automation and efficiency prioritization.
Platform Management:
Drive the implementation, optimization, and sustainment of Service Assurance systems, including ServiceNOW (including CMDB), Oracle Assure1, Xmatters, FSL in ServiceNOW, Oracle/M6 and the omni-channel communications platform for inbound and outbound customer contacts. Ensure these platforms are integrated seamlessly to support operations efficiently.
Proactive and Predictive Strategy:
Accountable for directing operations analytics and overall Service Assurance strategy to deliver the most efficient and effective network operations focused on a superior customer experience. Orchestrates and drives people, processes, platforms, and automation focused on proactive and predictive national network operations. Thought leader working at the highest level of the organization to define and drive the development and implementation of solutions, interacting heavily with the development and systems teams. Ensure execution of products and features is predictable, reliable, sustainable implementing best practices in product management within an agile framework.
Governance & Compliance:
Manage the operational governance, risk, and compliance (GRC) functions related to Service Assurance systems, ensuring adherence to internal policies, industry regulations, and best practices. Ensure that all system workflows are compliant with applicable standards and regulations.
CMDB Management:
Oversee the Configuration Management Database (CMDB) within ServiceNOW for Service Assurance, ensuring it is accurately maintained, integrated with other systems, and supports efficient incident, problem, and change management workflows.
Omni-Channel Communications Platform Oversight:
Ensure the NOC's contact center platform is fully functional, integrated with other NOC systems, and effectively supports customer and internal communications across various channels, including phone, chat, email and messaging (SMS, WhatsApp, etc.). Collaborate with IT, dev teams and architecture to ensure optimal system performance and streamlined, consistent experiences across channels and across teams at Zayo. Identify automation opportunities through IVR and IVR to chat integration, contact transcription to tickets, and outbound contact automation and integration.
Process & Workflow Oversight:
Implement and maintain effective processes and workflows, ensuring they are aligned with organizational goals. Collaborate with cross-functional teams to enhance operational efficiency and reduce manual intervention. Ensure the overall design and architecture of the platform meets the needs of business in reducing time to identify issues across the network. Ensure the overall design of the development process can quickly and efficiently implement the introduction of new equipment to the network, additional rules and correlations, and changes to rules and correlations. Establish a set of KPIs and metrics that measure the effectiveness and efficiency of the platform, performance of external facing products, and internal user satisfaction, using data to continuously iterate and improve the system. Define and implement standard methodologies for managing workflows, systems maintenance, and updates to ensure a seamless user experience.
Training & Development:
Innovation & Strategic Vision:
Leadership & Team Development:
Lead a team of support staff, providing direction, mentorship, and career development. Foster a collaborative, solution-oriented culture within the team.
Qualifications:
Bachelor's degree or Masters Degree in Computer Science, Information Technology, Engineering, or a related field. Advanced technical knowledge and leadership skills can substitute for formal education. Certifications: Relevant certifications in systems architecture, IT governance, and NOC platforms (e.g., ITIL, ServiceNow, AWS, etc.) are a plus. Minimum of ten (10) years of experience in network engineering, network architecture or network development engineering, with at least six (6) years in a leadership role within a Network Operations Center or similar environment. Minimum of ten (10) years experience working with various network performance management and alarming tools. Minimum of five (5) years managing cross-functional teams of 20+ people. Experience writing code in Python is highly desirable. Excellent problem-solving skills, with the ability to think strategically and drive technological innovation in a fast-paced environment. Strong understanding of GRC, with the ability to manage governance and compliance requirements for NOC systems and workflows. In-depth experience with Service Assurance platforms such as ServiceNOW (including CMDB), Salesforce, Oracle Assure1, Xmatters, and FSL in ServiceNOW. Strong knowledge of Cloud technologies (AWS or Assure) and omni-channel communication platforms. Thorough technical understanding of service offerings ranging from dark fiber and waves to DIA and SD-WAN. Experience developing product roadmaps, product requirements gathering, design and implementation. Experience with Atlassian and agile development methodologies. Proven experience leading and developing teams, with a strong ability to influence cross-functional stakeholders and drive system improvements. Demonstrated ability to lead cross-functional teams, manage senior stakeholders, and influence executive decision-making in a global organization. Mastery in presenting complex information to executives and stakeholders at all levels; ability to build consensus and influence decisions.
Estimated Base Salary Range: $137,600 - $225,000 USD/annually.
#LI-AF1 The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan. Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off. The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled. Benefits, Rewards & Wellness
Excellent Health, Dental & Vision Insurance Retirement 401(k) Savings Plan Generous paid time off policy including paid parental leave
Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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Zayo Group
life insurance, vision insurance, parental leave, paid time off, 401(k)
Apr 14, 2025