Network Operations Engineer and Support (Field Services)

Description

You will play a critical, hands-on role in operating and scaling Meta’s field services support model across global network and physical infrastructure, including Point-of-Presence (PoP) network components, network midpoints, Inside Plant (ISP), Long-Haul Inline Amplifier (ILA) sites, and Outside Plant (OSP) infrastructure. In this role, you will own the operational framework that governs how vendor field services are scoped, dispatched, executed, and validated—ensuring consistent, high-quality deployment and repair of production network infrastructure at hyperscale. You are expected to own scoped operational domains, provide clear technical direction to vendors, and ensure work is executed safely, correctly, and to Meta standards.

Responsibilities

Own the day-to-day operation and scaling of Meta’s field services support model across PoP, midpoints, ISP, ILA, and OSP infrastructure, ensuring reliable execution at hyperscale Define, document, and maintain the operational framework for how field services work is scoped, prioritized, dispatched, executed, and validated Act as the primary DRI for vendor-executed deployment and repair work, ensuring adherence to Meta standards for safety, quality, and documentation Provide clear technical direction and scope definition to field service vendors (MSPs), including work instructions, acceptance criteria, and escalation paths Validate completed work through post-execution reviews, ensuring correctness of installation, remediation, labeling, testing, and as-built documentation Drive vendor performance management, including SLA tracking, quality metrics, rework analysis, and regular operational reviews Partner closely with Network Engineering, OSP, DC Operations, Facilities, and Capacity Planning to align field execution with engineering intent and deployment timelines Establish and track operational metrics (e.g., response time, MTTR, ticket volume, rework rates, cost per dispatch) and use data to drive continuous improvement Identify recurring failure patterns and lead root cause analysis efforts to reduce repeat dispatches and improve network reliability Support cost predictability and governance by helping define volume forecasts, evaluating contract models, and stabilizing monthly spend Contribute to the evolution of tooling and automation, including standardized intake, dispatch workflows, reporting, and vendor integration

Qualifications

Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience 8+ years experience in large-scale production infrastructure operations or deployment (data center, backbone, edge/PoP, or similar) Ownership of end-to-end field execution workflows (scope → dispatch → execute → validate → document) for both scheduled and unscheduled work Proven ability to manage MSP/vendor field teams, including scope definition, quality expectations, and accountability for timelines and safety Solid technical fundamentals in network + physical infrastructure deployment/repair (routers/switches/optics, fiber/copper, patch panels, rack/power) and ability to validate field work Working knowledge of ISP/OSP fundamentals (demarc/MPOE concepts, fiber pathways, splice/patch basics, huts/ILA-type environments, access constraints) Experience in incident management/escalations, with clear stakeholder communication during high-impact events Experience supporting backbone/long-haul optical and PoP environments (midpoints, ILAs, transport systems) in a hyperscale context Built or transformed a vendor dispatch operating model, including SLAs/SLOs, scorecards, governance cadence (MBR/QBR), and escalation paths Experience with contracting models and cost governance (T&M vs fixed/committed), including volume forecasting and SOW/MSOW development with Sourcing/Finance/Legal Familiarity with tooling/automation for dispatch and reporting (ticket workflow design, dashboards, API integrations, automated SLA tracking) Working knowledge of optical testing/quality validation (power levels, OTDR concepts, connector inspection/cleaning practices) Experience building field quality programs (acceptance checklists, audits, rework controls, documentation/photo standards) aligned to industry best practices Familiarity with Telcordia equipment installation standards and structured installation practices for carrier-grade environments (e.g., GR-1275 / related Telcordia guidance), plus relevant certifications (ITIL, PMP, CCNA/CCNP/JNCIS/JNCIP, FOA/LightBrigade) as a plus

Compensation: $135,000/year to $191,000/year + bonus + equity + benefits