Title:  Associate, Network Control

Job Title: Associate, Network Control

Job Code: 44779

Job Location: Melbourne, FL

Job Description:

This role is responsible for supporting telecommunications service assurance activities through the monitoring and coordination of escalated service issues and provider-related outages. The role works closely with internal operations teams, telecommunications providers, service management, and customer stakeholders to support timely issue resolution, escalation management, and restoration of service.

This position supports daily operational activities associated with telecommunications incident management, outage tracking, provider coordination, and service performance follow-up. The role also contributes to continuous improvement efforts by supporting outage investigations, service review meetings, and follow-up actions intended to improve provider responsiveness and overall service quality.

Essential Functions:

• Support the coordination and resolution of escalated telecommunications service issues and provider-related outages.
• Monitor outage activity and open service issues to maintain awareness of status, impact, and restoration progress.
• Coordinate with internal teams, service management, and telecommunications providers to obtain updates and support service restoration.
• Escalate service issues in accordance with established processes when additional attention or support is required.
• Track and document outage status, provider actions, and resolution details in applicable systems and reporting tools.
• Support outage-related information requests, including reason for outage details, service impact information, and follow-up documentation.
• Participate in service review and service improvement meetings with providers and support follow-up actions as needed.
• Monitor major outages and high-impact service events, supporting timely communication and coordination among stakeholders.
• Support the use of provider systems and internal tools, including coordination of access or functionality issues with appropriate support teams.

Qualifications:

• Bachelor’s Degree with 0–2 years of prior related experience, or a Graduate Degree with 0–2 years of prior related experience. In lieu of a degree, a minimum of 4 years of prior related experience.
• Prior experience in telecommunications, network operations, service assurance, technical support, or a related operational environment preferred.

Preferred Additional Skills:

• Strong verbal and written communication skills.
• Ability to work under general supervision and follow established processes and procedures.
• Ability to manage multiple tasks and support issue resolution in a time-sensitive environment.
• Strong attention to detail, judgment, and organizational skills.
• Experience with Microsoft Office applications and ticketing or service tracking tools preferred.
• Basic understanding of telecommunications services, outage management, or incident escalation processes.
• Ability to coordinate activities across multiple teams and external service providers.
• Ability to analyze issue status, identify follow-up needs, and support timely resolution.
• Customer-focused mindset with strong responsiveness and follow-through.
• Ability to work effectively in a fast-paced operations environment.