Southern California Edison ECS Senior Manager System Operations in Pomona, California
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About Edison Carrier Solutions
Edison Carrier Solutions (ECS), an organization of Southern California Edison (SCE), is a competitive local exchange carrier focused on the wholesale carrier and large business market offering high capacity telecommunications transport, Internet and special access services. Our customers are regional, national and international telecommunication carriers, cable television and satellite providers, wireless companies, internet service providers, governments and large and medium enterprises.
The ECS Senior Manager System Operations will be responsible for the development of the overall strategy, including department expansion for the entire operations of the ECS network, including customer relationship management. These customers range from large telecom customers, Fortune 500 Companies, critical traffic from law enforcement and first responders as well as key equipment manufacturers (Nokia, Infinera, etc.). The Senior Manager will be directing a team of professionals responsible for all operational elements of the Edison Carrier Solutions network. Will also develop the strategy and implement network operations standards and processes critical for effective network management and ensure appropriate linkages to utility shared service partners (such as the Telecom Control Center – TCC). Other responsibilities include management of planned and unplanned outage response and escalations which has major client impact to their critical network functions. Plays a significant role in customer satisfaction through outage management and effective response/closure.
Due to increased volume of work, network sophistication, and a variety of customers served, this position plays a critical role within ECS. This position requires strategic insights to manage shared service relationships with the utility, recommend and implement technical solutions within operations, recommend and implement risk identification and mitigation strategies, drive continuous improvements to reduce outage incidents and response timelines. Will be responsible for key communications (presentations as well as written communications) to various levels of management and organizations. Technological change is constant in the telecommunications industry and thus this will be an ongoing effort.
Identify and direct long term strategies to optimize network operational performance. This includes proactive outage management strategies for critical customers, cybersecurity strategies, partner with the utility to manage planned outages, network monitoring technology investments, shared service partner SLAs, and continuous improvement efforts. Responsible for the measurement and reporting of technical service level agreements (SLAs) and key performance indicators (KPIs).
Responsible for leadership and overall strategy for the successful management of planned and unplanned outages that affect ECS customers – engaging with critical shared service partners such as Telecom Control Center (TCC) to improve outage management and reduce restoration timeframes. This includes managing escalations which has major client impact to their critical network functions, client satisfaction and cost impacts. Provide timely client communications responding to outage related issues including status, root-cause analysis/follow up and network performance. Lead the operations team to identify and implement solutions to real-time outage situations such as rerouting customer traffic or utilization of maintenance spare fibers as an interim solution.
Provides escalated technical support for customers and facilitates resolution with engineering and equipment manufacturers as situations demand. Manage the continual evaluation and alignment of field data to multiple supporting systems (i.e. TBS, GIS, Cut Sheets).
Provides strategic direction for network operations and monitoring, which includes:
Construction schedule management and issue resolution
Management of the operational elements of collocation leases and contracts
Spare equipment inventory
Server management and software upgrades
Management reporting including compliance related items.
Provide the overall direction to develop and refine network operations standards, processes and work practices to ensure efficient operations. Recommend risk identification and mitigation strategies and ensure successful implementation.
Develop and direct budget and resources to meet ECS strategic objectives and operational needs. Manage operations budget relative to collocation leases and contracts, equipment inventory management, test equipment, technical training and server software.
Makes, recommends, and/or approves employment decisions. Establish and manage employee performance and goals that are in line with company values. Manages, trains and develops staff by providing timely feedback, coaching, and support. Promotes the company’s safety culture to ensure a safe work environment. Ensure alignment with company policies, health of the business and support the department’s business planning and implementation.
Bachelor's Degree or higher in Engineering, Computer Science, Information Systems, or related major/ discipline.
Two (2) or more years of strategic direction and planning experience
Five (5) or more years of experience managing/supervising 1 or more organizational units with at least 5 employees.
Seven (7) or more of experience in network engineering/operations, at a commercial telecommunications service provider.
Seven (7) or more years of experience managing/supervising multiple organizational units with at least 10 employees.
Experience in staffing, coaching, developing and assessment of performance.
Strong platform skills in public speaking and presentations.
Strong Microsoft Office skills including MS Dynamics, PP, Excel and Word.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
The primary work location for this position is (Pomona, CA)
Position will require up to 50% traveling and being out in the field throughout the SCE service territory.
Relocation does not apply to this position.
This position has been identified as a NERC/CIP impacted position - Prior to being hired, the successful candidate must pass a Personnel Risk Assessment (PRA) or Background Investigation. Once hired, the candidate must complete specified training prior to gaining un-escorted access to assigned work location and performing necessary job duties.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.