Job Title: Network Support Analyst, IT Operations and Services, Network Services
Department: IT Operations and Services
Reports To: Senior Manager - Network Services, IT Operations and Services
Supervises: No direct reports
General Summary:
This role exists to provide dedicated operational and analytical support for telecom and connectivity services across the enterprise. The Telecom & Network Services Analyst partners closely with Network Services leadership, vendors, and cross-domain IT teams to manage carrier relationships, analyze outages, support service lifecycle activities, and ensure accurate, finance-ready reporting of telecom performance and costs.
This position plays a critical role in reducing operational friction, improving vendor accountability, and enabling stable, cost-effective connectivity across retail stores, distribution centers, offices, and emerging wireless solutions.
Duties & Responsibilities: What major responsibilities does this position have, and what percentage of time is spent on completing them? (Typically 5 – 7)
Telecom Operations & Vendor Support
- Serve as a point of contact for telecom service providers
- Track, monitor, and follow up on carrier incidents, chronic issues, repeat outages, and SLA performance.
- Coordinate vendor escalations and maintain clear documentation of root cause, restoration timelines, and corrective actions.
- Support Quarterly Business Reviews (QBRs) with carriers by preparing outage trend analysis, performance summaries, and risk items.
- Incident Analysis & Reporting
- Analyze telecom-related incidents (P1–P4) impacting the network.
- Prepare concise, leadership-ready summaries that are suitable for finance, operations, and executive audiences.
- Maintain historical data to support vendor accountability and service improvement discussions.
- Circuit & Service Lifecycle Management
- Assist with circuit inventory tracking, including installs, disconnects, migrations, and technology upgrades.
- Support transitions from legacy services (e.g., POTS/DSL) to modern solutions such as fiber, broadband, SD WAN, FWA, or satellite (e.g., Starlink).
- Validate billing alignment with active services and assist in identifying billing discrepancies or stranded costs.
- Partner with Procurement, Real Estate, and Finance teams on connectivity considerations for new stores, remodels, relocations, and lease conditions.
- Wireless & Alternative Connectivity Support
- Support deployment and operational readiness of alternative connectivity solutions for rural or underserved locations.
- Assist with site readiness reviews, documentation, and coordination for wireless or satellite installations.
- Track performance and stability of non-traditional circuits and escalate issues appropriately.
- Cross Domain Collaboration
- ? Work closely with Network Engineering, EUC, Applications, InfoSec, Supply Chain, and Retail Technology teams to resolve telecom-related dependencies.
- Ensure connectivity risks and constraints are clearly communicated during projects, maintenance events, and change windows.
- Support change management processes with accurate telecom impact analysis and post-change validation.
- Documentation & Process Improvement
- Maintain clear documentation of telecom processes, contacts, standards, and escalation paths.
- Identify opportunities to streamline reporting, improve data accuracy, or reduce manual effort in telecom operations.
- Assist Network Services leadership with ad hoc analysis, audits, and leadership requests.
Knowledge, Skills, and Abilities (KSAs): What KSAs are required to perform this job:
* Strong understanding of telecom and connectivity concepts (WAN, MPLS, broadband, fiber, wireless, SD-WAN).
* Ability to analyze outage data and translate technical details into clear, business-focused summaries.
* Experience coordinating with external vendors and managing follow-ups across multiple stakeholders.
* Strong written and verbal communication skills, especially for executive and finance audiences.
* High attention to detail with the ability to manage multiple priorities simultaneously.
* Proficiency with Excel and reporting tools for trend analysis and data validation.
* Customer service mindset with a focus on operational excellence and accountability.
Work Experience &/or Education: What are the minimum education and/or experience requirements necessary to perform this job?
- 2–4 years of experience in telecom, network operations, IT support, or a related technical role.
- Experience supporting large-scale retail, distribution, or enterprise environments preferred.
- Associate or Bachelor’s degree in Information Technology, Telecommunications, or related field preferred (or equivalent experience).
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