When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The Network Repair Bureau (NRB) provides end-to-end troubleshooting of the Wireless Network. We are the connective tissue between the customer and the Network teams. We act on behalf of our customers to identify, triage, and drive customer impacting troubles to resolution. We support internal and external business partners, including the launch of new products and services, maintenance windows, and break-fix activities. The NRB has locations in Southlake, Texas, and Branchburg, New Jersey, where we provide 24x7 support. This is a fast-paced, challenging operations environment focused on continuous improvement of the customer experience.

You will be supporting our NRB System Performance Tier 3, SPT3, and focusing on trouble resolution for Network Performance issues. You will have an advanced level understanding of the wireless network call flow, operations, and network tools while driving NRB SPT3 Network Performance issues to resolution. In this role, you will be working in a highly collaborative environment with other passionate, highly-skilled team members to provide the fastest and most reliable network experience. Hard work and innovative thinking will be rewarded with recognition and career development opportunities. This is a high visibility position, working on escalations from the NRB, the Executive Relations, VBG teams, and often Sr. Leadership escalations.

• Utilizing strong leadership abilities, communication skills and an innovative mindset to partner with teams.

• Collaborating with team members including Maintenance Engineering, Planning, Network Field Assurance,and System Performance to determine best practices and requirements as the business evolves.

• Collaborating with SPT3 Dist Engr and the NRB Automation team to drive new network analysis automation to increase NRB efficiency.

• Analyzing data to ensure data integrity and utilize the data in decision making.

• Analyzing internal and external benchmarking results and implementing solutions to improve those results.

• Providing technical analysis and troubleshooting to the local SP teams, the local NA teams, NMC, and NRB as requested.

• Providing technical leadership to NRB Engr I, II, III, including mentoring.

• Providing timely and accurate network technical assistance to leadership and external teams by communicating technical details in clear and concise status updates during network events.

• Identifying opportunities for continuous improvement of proactive detection and notification.

• Performing proactive network analysis and updating the local SP, NA teams to provide the best customer experience.

• Leveraging analytic data, from AI&D team, for reactive and proactive troubleshooting.

• Identifying opportunities to leverage automation technologies caring for daily repetitive tasks.

• Developing and maintaining cross-functional relationships with NRB business partners which includes Care, Network Assurance, System Performance, Product Development, Maintenance Engineering, Device Lab, Marketing, Customer Experience, Network Implementation and suppliers.

• Tracking usability goals and preparing reports for senior management.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Willingness to work a rotating schedule (shifts) including weekends and holidays based on the needs of the business.

• Experience in scripting (ex. Python).

Even better if you have:

• Bachelor's degree in Electrical Engineering, Industrial Engineering, Computer Science, Supply Chain Management, Statistics, or Economics.

• Proficiency at analyzing, troubleshooting, and resolving VoLTE, 5G mobility (UWB, C-Band, and NW) system performance problems like dropped connections, failed connection attempts, handoff failures, frequency related issues, radio and network blocking, poor SINR, poor RSSI, poor RSRP, poor CQI, PIM, interference, slow throughput, long latency, and data capacity.

• Proficiency of data analysis as well as post-processing tools such as IOP, Airwave, TrueCall, RTT, RTT2.0, xLPT, VMAS, 5GPT, Irisview, and vendor ENM platforms..

• Experience with Nokia, Ericsson, Samsung networks and their element management platforms.

• Ability to clearly document work and be able to present to team and leadership as needed.

• Proficiency with LTE Network elements (SGW, PGW, HSGW, MME, eNB). Understanding of LTE network procedures like Network Attach, IMS Registration, IP communications.

• Proficiency of IMS and systems engineering aspects related to RAN and proficiency in Core level call flow analysis.

• Proactive work style with the ability to set priorities, work with minimum supervision and with a diverse group of professionals.

• Outstanding written and oral communication skills with experience presenting authoritative technical material to a large audience of engineering and management.

• Project management skills and the ability to interface and provide liaison support to NMC and BGCO/WEHD.

• Knowledge of routing protocols and familiarity with concepts associated with cloud computing and virtualization (SDN/NFV).

• Knowledge of all Network disciplines including Operations, Engineering and System Performance.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

You want more out of a career. A place to share your ideas freely. We power and empower how people live, work and play by connecting them to what matters most. If that inspires you, start the next chapter of your career here.