The Lead Operations Analyst is responsible for creating and supporting technical support processes, testing procedures, troubleshooting flows and communications. The ideal candidate will have an in-depth, working knowledge of technical support practices for voice and data services and of technologies including GPON, XGSPON, wi-fi, DSL and networking. This role involves continuously looking for ways to remove roadblocks through technology and lean principles to streamline processes, automate daily tasks, improve quality, and reduce cost.