Crown Castle works around the country to build and maintain the infrastructure behind the world’s most revolutionary technologies. As the largest shared infrastructure provider in the United States, Crown Castle owns, operates and leases more than 40,000 cell towers, 80,000 small cells and over 80,000 route miles of fiber across every major US market. This nationwide portfolio of communications infrastructure connects cities and communities to essential data, technology and wireless service – bringing information, ideas and innovations to the people and businesses that need them. Crown Castle is a NYSE S&P 500 and Fortune 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $85 billion.
Position Title - Supervisor Network Operations - 6E
Position Summary
Provide supervision of the Network Operation team ensuring network reliability, availability, compliance with Customer Service Level Agreements, Preventive Maintenance requirements, and ‘readiness’ of Crown Castle assets (Systems, Fiber, Hubs, Nodes, Poles). Ensure that operation management policies, standards and procedures are properly implemented and maintained; including performance reporting, budget management and safety standards. Coordinate, monitor and track all Operation team tasks including repair and maintenance of the Small Cell Networks, closing trouble tickets, PMs, and resolution of customer issues. Responsible for the acceptance and quality of Small Cell Networks, reducing maintenance cost and ensuring customer expectations are met when networks are commissioned. Work closely with RF engineering, operations personnel, NOC team, Sales, Implementation and Product Development to ensure network reliability, customer satisfaction and support other departments to meet company objectives. Analyze, manage and resolve all issues in a timely manner.
Oversees a team of telecommunications technicians responsible for the installation and turn-up of equipment, identifies issues and the appropriate courses of action and mentors others. Supervisor is considered a working supervisor and is responsible for all of the administrative duties such as evaluations and distributing the workloads in support of multiple sites or facilities and is accountable for all results and network assets, and any other such duties that may be assigned.
Essential Job Functions
Keep the Crown Castle Management well informed regarding network issues including MTTR, OTP, PMs, personnel issues, SLA compliance and required reporting, Large Scale Outages, and customer satisfaction issues.
Work closely with RF engineers, Product Development, equipment providers, NOC, Field Operations personnel, Sales, and Implementation to ensure network integrity and reliability.
Customer Service Goals: Ensure timely response to customer inquiries for assistance, coordinate service affecting repairs with customer and Crown Castle RF team and maintain peer level relationships with our customers.
Performs or assigns tasks associated with the installation, acceptance and maintenance of a variety of Telecommunication equipment, Private Line, SONET, DWDM and MPLS/IP/Ethernet Data Services, and must have a strong customer focus.
Responsible for the outside plant network in a given geographic boundary, including metro and long-haul fibers.
Performs a wide spectrum of complex assignments requiring alternative analysis, innovation and judgment.
Manage DAS Budget through effective forecasting, management of internal maintenance and external vendor costs, effectively balance headcount to grow with network assignments and vendor support.
Work with the Operation Manager to implement Network operations and maintenance management policies, standards and procedu
Ensure all Trouble Tickets are managed in accordance with corporate policies and Customer Service Level Agreement
Utilize available reports to drive down MTTR, improve network performance, track PM completions, aging tickets and service affecting issues.
Ensure all technicians are certified as Technicians I (Fiber/DAS) or II, identify training for each skill set providing progress reports on operation team training and certifications.
Ensure DAS operations teams are run effectively and safely while appropriately balancing between quality, SLA compliance, efficiency and costs.
Work with Technical Support manager on vendor training e. new equipment, improved trouble shooting and repair procedures.
Accept all new and modified networks using the Network Handoff Process. Ensure timely receipt and review of closeout packages and prompt completion of New Construction PMs to ensure quality builds.
Researches and leads implementation of new technologies.
Assumes responsibility for contribution to the success of major or multiple projects, and is called upon to make decisions.
Education/Certifications
High school diploma or equivalent required
Bachelor’s degree preferred
Experience/Minimum Requirements
Five (5) years prior field technician, network operations center, broadcast center, military electronics or relevant experience
Technical experience with fiber repair and troubleshooting
Ability to communicate both verbally and in writing in a clear and concise manner
Ability to maintain confidential information and communications
Skilled in trouble ticket or work order systems
Exposure to network monitoring systems
Proficient in Microsoft Office applications
Organizational Relationship
Reports to
Manager Network Construction
Title(s) of direct reports (if applicable)
Network Operation Technicians
Working Conditions
Will be required to travel to project sites with possible exposure to heavy equipment and environmental conditions up to 75% of the time. Works in a normal office setting with no exposure to adverse environmental conditions remaining 25% of the time.