Tracking and reporting roadblocks faced by the TSC, ensuring timely resolution
Serving as a Subject Matter Expert (SME) for programming and facility assignments to support field technicians and IBP with escalations
Communicating process changes across the TSC to ensure understanding and compliance
Collaborating with cross-functional teams to identify issues, propose solutions, and engage Process and Platform Support personnel when needed
Managing escalations into the TSC, follow through to resolution, and highlight potential fixes
Representing TSC on project calls and ensuring team awareness of upcoming changes
Partnering with reporting teams to maintain accurate and actionable TSC metrics

Bachelor’s degree or equivalent experience, plus 5+ years of related experience
Strong proficiency in Office 365 (PowerPoint, Excel)
Extensive experience with programming and facility assignment for fiber and copper facilities in a telco environment
Strong analytical skills with the ability to identify performance drivers and trends
Proven ability to work effectively under tight deadlines and firm schedules
Excellent verbal and written communication skills
Familiarity with analytics tools and reporting platforms such as BOSS OM, Optius, Power BI

Operations Analyst

Key skills