When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you'll be doing…

As a Principle Engr-Emerging Commercial Platforms of the VCG Tier2 Operation , you will play a pivotal role in managing and optimizing VCG Commercial platform operations within telecommunications environments. This role generally involves a mix of high-level strategy and hands-on technical expertise to ensure the robustness, scalability, and efficiency of IT systems that support Verizon Consumer and Business services.
The ideal candidate will have strong technical expertise to drive technical solutions and designs for the Revenue Assurance, customer experience (CXP) operations and Shift-Left initiatives within Verizon’s North Star architecture while partnering closely with the systems of engagement (SOE), customer experience (CXP) and PEGA platforms and decision systems. Consults with and provides guidance on advanced technical issues to leadership. Use Artificial Intelligence (AI) / Machine Learning(ML) and GEN AI technologies to solve some of the complex business problems and customer issues .Below is an overview of the key responsibilities and skills typically associated with this position.

• Overseeing the day-to-day Tier 2 IT operations, coordinating with product and platform teams to address and clean issues proactively.

• Driving automation initiatives to reduce manual effort and improve operational efficiency.

• Continuously identifying opportunities to improve the VCG CXP stability and Tier2 services and processes, and implement service improvement initiatives to enhance the CXP Tier2 application's quality and efficiency.

• Acting as a primary escalation point for significant incidents, managing the resolution process and providing guidance to technical teams.

• Providing prompt visibility and status of escalated issues, incidents and outages to leadership, business partners and other key stakeholder.

• Monitoring order journey and system performance, troubleshooting any issues that arise, and implementing solutions to optimize efficiency.

• Working with various departments, including software engineering, network engineering, and customer support, to align operations with business needs.

• Developing and tracking key performance indicators (KPIs) for CXP Tier2 operations performance and customer experience, making adjustments as needed.

• Tracking performance and effectiveness of IT Operations Excellence initiatives, such as mean time to repair (MTTR), FWA and Mobility orders Flow through, Perk Attachment Rate , Trade and Promo Fulfillment Rate, first-time fix rate, and customer satisfaction scores.

• Implementing robust monitoring tools and dashboards to track and report on KPIs in real-time, enabling proactive performance management and decision-making.

• Identifying and implementing improvements to Tier 2 operations, fostering innovation in telecom IT operations.

• Evaluating new technologies and tools that have the potential to enhance IT operations and telecom services, and assess their suitability and feasibility for adoption.

• Implementing best practices and standardized processes for IT operations, such as incident management, change management, and problem management, to ensure consistency and efficiency.

What we're looking for…

You'll need to have:

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience with Incident Management, Incident response and managing Tier1 and Tier2 Production Operations team.

• Experience with supporting large scale eCommerce, Digital, Care, & Retail POS platforms & supporting applications in production in a leadership capacity.

• Experience with Customer Experience Analytics & Monitoring tools.

• Experience in Revenue Assurance operations.

• Experience in Relational & NoSQL databases like Oracle & Cassandra.

• Experience with visualization tools like Kibana and Grafana. EFK stack experience preferred.

Even better if you have one or more of the following:

• Experience in highly available and massively scalable systems and services - including supporting Omni/ cross channel systems.

• Experience with analyzing and interpreting large amounts of data with the capacity to synthesize information and translate into effective and actionable insights.

• Excellent communication and presentation skills; the ability to present complex technical information in a clear and concise manner.

• Experience in ELK (Elastic, Logstash, Kibana) for monitoring and logging.

• Experience within high tech, software and/or wireless/telecom industry highly desired.

• Knowledge of integration technologies and API Gateway, Mobile and iOS technology stack.

• Knowledge and/or experience in software development, web technologies and backend software.

• Experience with creation of Dashboards on Tableau, ELK and Grafana.

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 a minimum eight assigned office days per month that will be 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.