Communications Engineer

General Purpose

The Communications Engineer is responsible for enterprise connectivity services that enable communications across all facilities and corporate locations.

This role provides technical ownership and governance of ISP services and circuit lifecycle management, including provisioning, upgrades, decommissioning, redundancy and failover planning, SLA performance management, and incident escalation.

The Communications Engineer serves as a Tier‑3 escalation point for connectivity‑related service requests and incidents, partnering closely with IT Support (Tier 1/2), onsite engineers, external consultants, vendors, and internal stakeholders.

A core expectation of this role is to drive measurable improvements in service reliability, operational maturity, and cost optimization.

Essential Duties


* Own enterprise service provider strategy, standards, and carrier coordination.


* Manage the full circuit lifecycle, including provisioning, upgrades, migrations, and decommissioning.


* Define, implement, and maintain redundancy and failover standards to improve service resilience.


* Lead ISP‑related incident response and escalation, including direct coordination with carriers and vendors.


* Act as Tier‑3 escalation for connectivity‑related service requests and incidents.


* Support escalated service requests beyond Tier 1/2 in alignment with ITSM workflows.


* Partner with onsite engineers and external consultants for circuit turn‑ups, testing, and validation.


* Support cellular connectivity governance and consolidation initiatives.


* Maintain accurate, audit‑ready documentation within ServiceNow and related systems.


* Identify and implement cost‑saving opportunities through circuit rationalization, right‑sizing, and contract optimization.

Minimum Requirements


* Experience supporting enterprise network or ISP connectivity in large, multi‑site environments.


* Strong understanding of ISP services, circuit lifecycle management, and redundancy architectures.


* Experience coordinating carriers, vendors, and external consultants.


* Ability to troubleshoot complex connectivity issues under time‑sensitive conditions.


* Strong written and verbal communication skills with both technical and non‑technical stakeholders.


* Ability to operate effectively within ITSM / ITIL‑aligned service management processes.


* Ability to participate in on‑call or after‑hours escalation rotations as required.

Education


* Bachelor's degree in Information Technology, Telecommunications, Network Engineering, or a related field or equivalent combination of education and relevant work experience.

Preferred Experience


* Telecommunications or carrier‑related certifications (vendor‑neutral or provider‑specific).


* Experience working within ITSM / ITIL‑aligned service management processes.


* ServiceNow Experience


* Ability to participat...