Network Program Manager, Preventative Maintenance

Managing critical physical, electrical, and environmental infrastructure across central offices and fiber huts requires dedicated operational governance, vendor alignment, and rigorous change management. The Network PgM - Preventative Maintenance Manager serves as the primary operational coordinator and Tier-1 escalation lead for national hut facility preventative maintenance programs.

This role bridges high-level facility maintenance strategies with daily field execution—leading vendor partners, enforcing standard Methods of Procedure (MOP), submitting and tracking Change Management tickets, and managing emergency break/fix escalations across multiple regional markets.

• Partner Alignment: Lead weekly operational syncs with primary maintenance contractors (e.g., Pearce Services) to review site maintenance progress, pending quotes, and operational blockers.
• Schedule & Dispatch Coordination: Oversee site dispatching across multiple regional markets (e.g., Austin, Nashville, Charlotte, Raleigh-Durham, San Antonio). Ensure vendor field technicians are properly paired with gFiber site escorts when required.
• Onboarding & Training: Facilitate system access, onboarding, and workflow training for vendor administrative staff, focusing on work order creation, ticketing and billing compliance.

2. Change Management & MOP Governance

• Ticket Generation & Workflow Lifecycle: Create, assign, and manage Network Scheduled Maintenance tickets within ServiceNow for all scheduled hut facility maintenance.
• Lead Time Compliance: Enforce strict adherence to change control policy windows (minimum 72-hour advance lead time prior to work execution).
• MOP Execution & Approval: Maintain, distribute, and enforce standardized Methods of Procedure (MOP) detailing generator servicing, HVAC filter/coolant maintenance, battery health checks, and ATS inspections. Ensure all MOPs are submitted to gFiber sponsors and shared with NOC (gfiber-noc@gfiber.com) prior to window opening.

3. Tier-1 Incident Escalation & Emergency Dispatch

• First-Level Escalation POC: Serve as the primary point of contact for vendor technicians and local market teams encountering site deficiencies during PM sweeps.
• Break/Fix & Remediation Management: Identify site failures (e.g., failed ATS motherboards, faulty breakers, coolant/oxygen sensor failures, degraded battery strings) and initiate reactive break/fix work orders.
• Emergency Dispatching: Coordinate rapid vendor dispatch for emergency hardware replacements and roll-up generator deployments during commercial power outages or major hardware incidents.

• Bachelor's degree or equivalent practical experience.
• 3 years of experience in telecommunications infrastructure, central office/fiber hut operations, or critical facility operations management.
• Proven track record leading external vendor contracts, managing field service operations, and facilitating cross-functional team syncs.
• Experience with enterprise ticketing and change management platforms (ServiceNow, or equivalent).
• Functional understanding of critical hut infrastructure:

• Power Systems: Standby diesel/gas generators, Automatic Transfer Switches (ATS), Manual Transfer Switches (MTS), and -48V DC power plants/battery strings.
• HVAC & Environmental: Wall-mount shelter HVAC units, lead/lag controllers, MERV filtration, refrigerant/coolant loops, and environmental telemetry/sensors.

• Experience transitioning manual operations to Salesforce Field Service Lightning (FSL) or similar ERP/FSM software.
• Experience serving in 24/7 on-call rotation management or major incident escalation response teams.
• Demonstrated ability to draft, refine, and enforce operational MOPs and standard operating procedures (SOPs) across multi-regional deployments.