Sr Mgr-Software Development

Job Description

When you join Verizon You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. What you’ll be doing... As a Senior Manager you will be responsible for supporting Product Quoting, Ordering ,Provisioning, Billing, Service Assurance and post assurance Vz Sales & Service business operations. you will lead a Direct+ Indirect team responsible for providing operations management, Automated tier 1 triaging technical support and solutions for Verizon Wireline products and services. You will manage Wireline Operations support from the VGC-Technology team and handle escalations, ensure SLA compliance, work cross-functionally with Business, Operations team ,VGS-Technology development, engineering, and product teams and continuously improve support process and customer satisfaction. Key responsibilities: Leading and mentoring a team of technical support engineers. Identifying, Implementing and Overseeing the daily operations of product, operations support for technology solutions Managing complex escalations and ensure timely resolutions. Developing knowledge base articles, FAQs, and troubleshooting guides to support operations. Monitoring KPIs such as resolution time, customer satisfaction (CSAT), and Operations and IT ticket volume Implementing support automation through AI,Gen AI and self-service tools to reduce ticket inflow and control the ticket triaging. Participating in new Operation,product rollouts, providing support input and readiness plans Ensuring compliance with SLAs and Service Delivery goals. Responsible for the Regular Cadence with Operations,VGS-Tech & Business and various support team Providing the weekly,monthly and periodic metrics and report to the executive/leadership team. Where you’ll be working… In this hybrid role, you will have a defined work location that includes work from home and assigned office days set by your manager. You’ll need to have: Bachelor’s degree or four or more years of work experience. Six or more years of relevant work experience. Strong understanding of Operations, Delivery and networking concepts Any development & Delivery experience will be added advantage Hands on or Implementation experience in AI, Gen AI and Operations support Automation Experience with tools like JIRA, One Confluence, ServiceNow for ticket management etc. Excellent communication and customer-facing skills Ability to manage priorities and escalations in a fast paced environment. Even better if you have any of the following: Masters degree or equivalent Good Knowledge of Sales/Service systems, Wireline Networking Product Configurations, Pricing ,Quoting, Ordering, Billing and Managed Service operations functionalities. Familiarity with Agile and Scrum methodologies. If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above. Where you’ll be working In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. Scheduled Weekly Hours 40 Equal Employment Opportunity Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.