What are the responsibilities and job description for the Network Management Operations Manager - III position at Apex Systems?
Job# : 2056330
Job Description : Summary :
We are seeking a highly motivated and experienced Major Incident Manager to provide top-tier incident management for Verizon Business Federal customers. In this role, you will leverage your extensive knowledge of domestic and international telecom services (data, voice, IP, managed services) to drive major outage issues and ensure a positive customer experience. You will act as a customer advocate, collaborating with internal teams and external partners to drive timely and effective resolutions while keeping our customers updated on resolution progress.
Key Responsibilities :
Provide proactive and reactive incident management for Verizon Business customers, utilizing your deep understanding of network infrastructure and service offerings.
Demonstrate expertise in troubleshooting and resolving technical issues related to data, voice, IP, and managed services, leveraging your knowledge of support systems. Proactively communicate with customers throughout the incident management lifecycle, providing timely updates and managing expectations effectively. Collaborate with internal technical teams, sales teams, and external partners to escalate issues, facilitate conference bridges, and drive root cause analysis. Champion the use of Verizon’s automation tools, such as VEC, email statuses, and e-bonding, automation to streamline processes and improve efficiency. Demonstrate a proactive approach to problem-solving, identifying chronic issues and developing action plans to prevent recurrence. Participate in an on-call rotation to provide after-hours and weekend support to customers as needed.
Qualifications :
Minimum 5 years of experience in a telecommunications customer support environment, with a proven track record of resolving complex technical issues.
Comprehensive understanding of Verizon’s domestic and international telecom services, including data, voice, IP, and managed services.
Strong analytical and problem-solving skills, with the ability to analyze circuit statistics and formulate action plans.
Excellent interpersonal, written, and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences.
Ability to work independently and prioritize multiple tasks in a fast-paced environment.
Bachelor’s degree in a related field or equivalent experience preferred.
Additional Information :
This is a 24 / 7 operation, and the role may require working different shifts to support business needs.
On-call availability is required to provide after-hours and weekend support to customers.
Required : ability to obtain a Public Trust Security Clearance
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
