Principal Engineer-Emerging Commercial Platforms

Verizon Communications - Irving, TX

Full-time - Principal

Remote - Irving, TX

Telecommunications

About the position

The Principal Engineer for Emerging Commercial Platforms at Verizon plays a crucial role in managing and optimizing VCG Commercial platform operations within telecommunications environments. This position combines high-level strategic oversight with hands-on technical expertise to ensure the robustness, scalability, and efficiency of IT systems that support Verizon's consumer and business services. The ideal candidate will leverage advanced technologies, including AI and ML, to address complex business challenges and enhance customer experience.

Responsibilities

• Oversee the day-to-day Tier 2 IT operations, coordinating with product and platform teams to proactively address and resolve issues.
• Drive automation initiatives to reduce manual effort and improve operational efficiency.
• Identify opportunities to improve VCG CXP stability and Tier 2 services, implementing service improvement initiatives.
• Act as a primary escalation point for significant incidents, managing the resolution process and guiding technical teams.
• Provide visibility and status updates on escalated issues, incidents, and outages to leadership and stakeholders.
• Monitor order journey and system performance, troubleshooting issues and implementing solutions to optimize efficiency.
• Collaborate with software engineering, network engineering, and customer support to align operations with business needs.
• Develop and track key performance indicators (KPIs) for CXP Tier 2 operations performance and customer experience.
• Track performance of IT Operations Excellence initiatives and make necessary adjustments.
• Implement robust monitoring tools and dashboards to track and report on KPIs in real-time.
• Identify and implement improvements to Tier 2 operations, fostering innovation in IT operations.
• Evaluate new technologies and tools for enhancing IT operations and telecommunications services.
• Implement best practices and standardized processes for IT operations.

Requirements

• Six or more years of relevant experience in IT operations or related fields.
• Experience with Incident Management and managing Tier 1 and Tier 2 Production Operations teams.
• Experience supporting large scale eCommerce, Digital, Care, & Retail POS platforms in a leadership capacity.
• Experience with Customer Experience Analytics & Monitoring tools.
• Experience in Revenue Assurance operations.
• Experience with Relational & NoSQL databases like Oracle & Cassandra.
• Experience with visualization tools like Kibana and Grafana.

Nice-to-haves

• Experience in highly available and massively scalable systems and services.
• Experience analyzing and interpreting large amounts of data to derive actionable insights.
• Excellent communication and presentation skills for conveying complex technical information.
• Experience with ELK (Elastic, Logstash, Kibana) for monitoring and logging.
• Experience in the high tech, software, or wireless/telecommunications industry.
• Knowledge of integration technologies and API Gateway, Mobile and iOS technology stack.
• Knowledge and/or experience in software development and web technologies.
• Experience creating dashboards on Tableau, ELK, and Grafana.

Benefits

• Hybrid work environment with defined work location and work from home options.
• Minimum of eight assigned office days per month.