Infrastructure Assurance Manager in Englewood, CO at WOW!

Date Posted: 11/22/2020

Job Snapshot

  • Employee Type:
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

The Manager of Infrastructure Assurance manages and provides day to day oversight of the Infrastructure Assurance team that supports systems and services enabling provisioning, applications, and disaster recovery services. The Manager of Infrastructure Assurance will provide direction and leadership for the 24x7 team to ensure service quality metrics are met.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Lead the infrastructure assurance team providing day-to-day operations of all customer facing network and application support services within WOW! Including hiring, training, mentoring and performance management ensuring all business needs and objectives are met.
  • Provide high level technical support for all infrastructure supporting customer facing Voice, Video, and Data services in addition to other technology as required
  • Provide reports and reporting tools for Marketing and Local Operations on infrastructure performance
  • Act as the liaison between the technical teams and internal customers such as Marketing, Field Ops, NOC, and the Customer Care Center
  • Provide technical evaluations for each region and assist in network design as needed to keep pace with the growth of our subscribers and technology
  • Investigate methods and procedures to better monitor critical WOW infrastructure and respond to issues
  • Interface with Regional operations and provide onsite assistance to ensure compliance with company standards
  • Update existing and develop new documentation
  • Provide after-hours technical support and technical troubleshooting for data, voice and video technologies for all regions including providing proper escalation to corporate personnel which also includes 24x7/365 for network support.
  • Deliver training curriculums and training for infrastructure assurance team, NOC staff and other department to drive overall technical growth and knowledge
  • Review KPI performance,  and drive KPI targets across each process and define and implement process improvements where needed
  • Adopt supporting technologies required to deliver on KPI targets.
  • Partner with delivery organizations on defining operational readiness requirements. Continuously increase teams' understanding of existing and new technologies.
  • Identify lifecycle management opportunities on each technology platform.
  • Collaborate with other Engineering Operations and Product Engineering teams
  • Lead outage bridges in the role of incident commander.
  • Other duties as assigned


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Bachelor's degree in a technical field (Computer Science, Engineering or Telecommunications, etc.) preferred

-Experience/Skills Needed:

  • Minimum 5 years management experience
  • Minimum 5 years’ experience working in data centers and/or service provider networking knowledge of fiber-optic communications and cabling infrastructure
  • Experience with problem determination and root cause analysis investigation
  • Strong leadership skills and demonstrated creative problem solving, quantitative, analytical and conceptual thinking skills
  • Experience working in a multi-vendor network environment
  • Knowledge of Systems OS Administration and Monitoring
  • Knowledge of Storage Technology:  Arrays, SSD, Hybrid, OpenStack Cinder, Glance and Protocols (FoE, iSCSI, NFS, etc.)
  • Knowledge of Systems Automation: VMware SRM/View , OpenStack Horizon/Heat/HOTS, Puppet, Fabric, etc.
  • DRS/HA operational experience required
  • Knowledge of Large Scale Network Design and Administration a plus (Hardware, L3VPN, L2VPN, OSPF, BGP, ISIS, etc.)
  • Clear and concise communication skills, especially when explaining concepts to others that may lack foundations in technology

-Computer Skills:

  • Microsoft Applications i.e. Excel, Word, Powerpoint
  • Google Application Suite i.e. Drive
  • Service NOW Ticket Systems

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • regularly required to talk and hear
  • required to use hands to type, handle objects and paperwork
  • required to reach and hold on to items at chest level or reach above the shoulder
  • required to use close vision and be able to focus 
  • occasional travel required
  • overnight and on call work required

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer