Assistant Manager, Global Labs

Calix supports the skyrocketing demand for broadband and managed services by offering world class cloud and software platforms which enable BSPs to simplify their operations, excite their subscribers and grow their value. Calix Global Lab is offering the opportunity to manage a dynamic, innovative lab where there is a need for leadership that shares a vision of coordination and cooperation within a strong technical workforce. Here you will find a place in which new ideas, significant process development and an appetite for accuracy are embraced. In this position you can bring your desire for positive contribution, your ambition for transformation and your ability to enhance work environment. Your contributions sets the scene for growth, success, and partnerships within an exciting circle of talented engineers.

Global Labs team of Engineers and Technicians support the Qualification and Timely Release of all Calix HW and SW products by Developing and Maintaining a World Class Secure and Automated Global Test Infrastructure, with Policies, Processes and Standards to Ensure the Continuous Operation of an Efficient Lab Environment. 

Serving as a key liaison for Global Labs Org, and reporting to the Lab Ops Manager, the Assistant Manager is expected to help ensure product development and release through best-in-class practices for timely and accurate resolution of LHD Tickets, a safe and productive work environment and 24 / 7 support of Product Testing Teams. Role may have between 5 – 10 direct reports. 

Responsibilities:

• Manage, motivate, oversee and work through, direct hired as well as contracted, Lab Techs to install equipment, setup and troubleshoot testbeds.
• Serving as central point of contact for all stakeholders, responsible for overall planning, prioritizing, allocating resources, executing and monitoring to ensure timely, efficient and successful closure of LHD Tickets for new install projects and ongoing support.
• Review LHD backlog and technician work load, prioritize and assign LHD Tickets to Technicians based on their area of expertise.
• Management and ownership of timely, accurate and efficient servicing of Lab Helpdesk Tickets.
• Develop relations and collaborate with key stake holders in the Product Development, Testing and Cloud Services Teams.
• Manage customer expectations, foster open communication with internal team and external customers.
• Essential to be able to balance multiple responsibilities, prioritize tasks, and develop project planning to meet tight deadlines.
• Anticipate potential hurdles and find effective solutions to minimize delays in resolving tickets.
• Participate and represent Global Labs in product release and LHD Status meetings.
• Prepare and present detailed status report and turn around time for new projects and support tickets.
• Position requires candidate to offer some flexibility in work schedule and be available for early / late for meetings, coordinating troubleshooting sessions, etc. Occasional travel may be required to visit labs and / or attend in-person meetings and events.

Required Qualifications and Skills:

• 4 – 6 years of Supervisory experience in a networking, fiber optics or similar type of field.
• Experience Project Managing and Leading technical teams in an R & D environment.
• Extremely Detail Oriented with Time Management and Organizational skills are a must.
• Understanding of Juniper, Cisco and similar networking gear.
• Understanding of lab design, network diagrams and rack layouts.
• Understanding of switching systems, cabling, fiber optics, VOIP.
• Excellent written and verbal communication skills.

Desired Skills

• Bachelor or University Degree in Networking / Computer Science related field.
• Experience in telco infrastructure and theory.
• Familiar with Broadband Service Provider network

Location:

• Remote position, targeting candidates local to San Jose, CA

The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.

San Francisco Bay Area:

107,000 - 161,000 USD Annual

Select US Metros and States:

93,000 - 140,000 USD Annual

Other US Locations:

83,700 - 126,000 USD Annual

As a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.