• Proactive technical leadership regarding issues related to service assurance and delivery, network reliability, and customer satisfaction • High level analysis and identification of unique, complex, or chronic issues in the switch network • Technical management and direction in the resolution of real time, network-affecting core and peripheral elements, applications, or issues involving malfunction, degradation, and/or failure situations • Training and mentorship of lower-level Technical Support engineers and technicians, including the production and delivery of job aids, operational processes and procedures, and technical management methodologies • In-depth subject matter expertise in hardware/software/database operations for the Nortel DMS-10 switching systems. Subject matter expertise in the production of Technical Support bulletins and alerts • Reviewing and approving or deny/correct Methods of Procedures (MOP), Network Change Management System documents (NCMS) Task Orientated Practices (TOP), Product Change Notices (PCN), Vendor Manuals, Standard Configurations, etc. relative to quality, accuracy, and reliability • Technical direction of personnel and contractors in Field Operations and Core and Customer Installation, Repair, and Maintenance Centers • Engagement with manufacturers, suppliers, industry representatives, and entities • Availability and ability to perform 7x24x365 and on- call duties with limited assistance